2nd Line IT Support Specialist - Global

This global infrastructure solutions business is looking for a site based IT Support Engineer (2nd Line). The role will support the effort in delivering world class services to the onshore and offshore gas markets as well as chemical parks, waste processing, bio-fuel and fuel storage sectors.

Responsibilities:

The person will ensure the effective and accurate provision of a range of administration and support duties. To include (but not limited to):

• Work with Service desk on a 1st and 2nd line basis to ensure that SLA’s are maintained
• Preparation and installations of hardware/software.
• Physical hardware rollouts & upgrades.
• Asset Management
• Undertake an active role in supporting ICT projects and strategic activities, led by the Service Delivery team.
• Telecoms Support – Mitel IP, voice recording & Mobile phones.
• Support & management of corporate tools such as (but not limited to):
• Microsoft products
• Active Directory
• Ivanti (Service Desk Software & Central Management Console)
• CMMS (Maintenance management systems)
• Finance (SAP Business one)
• Office 365
• Meraki Portal
• Group Policy
• Management of multi-vendor printing estate.
• Procurement of ICT Equipment/Licenses/Systems.
• UK wide site ICT Support visits & supporting site ICT based projects where required.
• Maintenance and testing of Networks
• Patching
• Training / Inductions of staff on new systems and hardware
• To provide appropriate support and information to the ICT Support Manager outlining relevant issues, trends, and policies
• To establish strong, effective relationships with all members of the ICT Department and its key customers – internal and external
• To remain up to date with ICT and other relevant industry best practice, trends, data and statutory requirements
• As required, to contribute and complete development and secondment projects, site visits and other opportunities.

Skills & Experience Required:

• Build, install and upgrade of hardware
• Asset Management
• Network Support, Install and Maintenance
• Microsoft O/S - from Win7 onwards
• M365
• MCITP
• ITIL
• Projects experience - development, implementation and evaluation...also improvements and modifications
• Experience in critical infrastructure support
• Experience of purchasing HW and licences

The successful applicant will manage, support, and develop the ICT helpdesk, policies, reports, procedures, written protocols etc, satisfying both business and customer needs and statutory and agreed internal and external standards.

There will also be projects you will be able to get involved in including but not limited to:

• Hardware Refresh Projects
• Printer / Network / WIFI installs
• New Site migrations including full builds - these could be in different countries (recently one done in Norway - full expensed)

Responsible for providing both end user and overall technical support to ICT users based at the site. To do this by email, phone, using remote management tools or in person. This role will include travel to sites on an “as needed” basis.

Ensure comprehensive asset management is undertaken at all sites of responsibility.

To support other members of the ICT Department and site-specific teams, in maintaining high levels of safety, availability and reliability for ICT hardware and software (including systems).