IT Site Support Engineer (1st/2nd Line)
IT Site Support Engineer (1st/2nd Line)
Stanmore Quality Surfacing
London, England
Job ID : 664671513253524151342f576b46644249773d3d
Job Description :
Due to ever increasing works we are now looking for an IT Site Support Engineer (1st/2nd Line) support the team.
Overall purpose of the IT Site Support Engineer (1st/2nd Line) job:
To provide 1st/2nd line site support for all our depots in the South and East of London, currently 4, working in conjunction with the IT Team to facilitate the support of the company’s IT infrastructure, systems, hardware, software, and applications.
Key Responsibilities of the IT Site Support Engineer (1st/2nd Line):
- Provide 1st line support for all IT systems, responding to support queries primarily via the online ServiceDesk portal along with email, phone, and walk-ins.
- The first point-of-contact on the ServiceDesk for all site support related incidents and service request, responding to tickets based on priority
- Initial troubleshooting and root cause analysis of incidents. Triaging of incidents to 2nd or 3rd line support where required
- Maintain a high degree of service for all support queries, taking ownership of user problems and being proactive when dealing with users.
- Ensure all incident and requests are logged in the ServiceDesk system, before carrying out any support activities, if not done so already by the user
- Maintain and update IT Wiki/KB/FAQ documentation within ServiceDesk system, keeping up to date with changes, which helps keeping resolution time to a minimum
- Local Infrastructure – working with the infrastructure lead, maintain the local infrastructure (WAN, LAN, Wi-Fi, cabling, switches, servers, printers) to ensure all services run with minimum disruption
- ServiceDesk Tickets - Take ownership of all tickets (incidents and service requests) logged in the ServiceDesk that are associated with sites managed and see through to resolution
- Office Setup/Desk Relocation – setup new offices and meeting spaces, relocate desks, computers & peripherals, request additional power & network points, ensure full Wi-Fi coverage in all offices, setup Printer/MFD solution & maintain toners
- Computer Imaging - Image new computers on arrival and re-image existing computers as and when required with latest Windows 10/11 build.
- Computer Updates – update BIOS. Drivers. Firmware, Software & Windows OS to maintain optimum performance.
- User Profile – where requested, login as new user and configure the user’s profile before handing over the device(s)
- Mobile Device Management – Enrol, provision and issue out mobile devices, assign profile based on the user’s role. Majority of devices are Apple iPhone & iPad
- Desk Setup – setup computers, monitors, docks, peripherals, and other hardware in a safe and tidy way, as and when required
- IT asset register – regularly update to ensure all end user devices and other assets are assigned to the correct user and department. Create new assets when new stock is purchased
- IT Stores – responsible for maintaining local IT stores and stock levels. Inform when stock levels are running low. Retire and recycle old stock
- MS 365 License Mgmt. – Assign Microsoft 365 licenses based on user profile, remove license for leavers
- Auditing – keep track of all IT assets both on-site and remote, utilising various monitoring, scanning, and auditing tools available, along with the asset register
- Onboarding/Joiner – prepare and assign devices from local stock, update asset register
- Offboarding/Leaver – reverse of Onboarding, disable user accounts, and revoke access, recover assigned assets, update asset register
- Asset & License Management – the most important element of the On/Off-Boarding process is maintaining the user, asset and license register
- Attend and contribute to IT and Systems team meetings as required.
- Provide excellent communication ensuring users are kept fully informed at all times.
- Update IT team with current system issues.
- Be available to take weekend support calls on a standby basis and deal with issues arising.
- Establish and maintain appropriate relationships to ensure that tasks and products are delivered on time to the agreed standard.
- Provide cover for other members on the IT team in times of sickness and holidays.
- Assist with analysis / implementation of new developments.
Company Details :
Name : Stanmore Quality Surfacing
Headquarter : London, United Kingdom
Revenue : $25 to $50 million (USD)
Size : 51 to 200 Employees
Type : Company - Private
Primary Industry : Construction
Sector Name : Construction, Repair & Maintenance Services
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Details
: London, England
: 32500 GBP ANNUAL
: Today
