1st Line IT Support Engineer

1st Line IT Support Engineer

Newcastle

Brief

A 1st Line IT Support Engineer needed for a Multinational Utilities Organization based in Newcastle who are looking to employ a 1st Line IT Support Engineer with a good technical background of common software packages to enable themselves to provide IT support and become a single point of contact for all new and existing IT access requests and processing of all Starters, Leavers and Movers.

Benefits

• 24 days holidays (+8 public holidays) increasing to 25 days on completion of 2 years continuous service
• Life Cover equivalent to 1 times annual salary24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers

• Gym membership discounts
• Cycle to work scheme
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programs
• Free on-site parking
• Birthday off
• 2 days annually for volunteering

What the role entails:

Some of the main duties of the 1st Line IT Support Engineer will include:

• Provision of access management, including but not limited to Onboarding of new starters, Network account modifications, creation and modification of Office 365 resources, creation and modifications of core business applications, etc.
• Retention of end-to-end ownership and working with resolver groups and third parties where required.

• Contributing to Information Security by assisting in the preservation of confidentiality, integrity and availability of information, including but not limited to adhering to and supporting Information Security standards, procedures and policies and identifying and raising security incidents as required to the Information Security Team.
• Accurately diagnose, respond and resolve Incidents/ Service Requests in a timely fashion to achieve Service Level Agreements via responding to inbound telephony and ITSM Tickets.
• Correctly log, prioritise, assign, track and respond to incidents and service requests in a timely manner, meeting agreed SLAs, and according to agreed standards and procedures.
• Contributing documentation to the local knowledge base in appropriate areas and stay abreast of new technologies.
• Keep up to date with all changes in the working environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.

What experience you need to be the successful 1st Line IT Support Engineer:

• Qualification in the field of Information Technology and / or equivalent work experience
• A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures
• Knowledge of basic computer hardware
• Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions
• Understanding of Networking configurations (LAN/WAN)
• Good knowledge of a leading IT Service Management Tool
• Working knowledge of a range of diagnostic utilities
• Knowledge of ITIL processes - particularly Incident Management, Problem Management and Request Fulfilment
• Proven experience in a customer facing role
• A good understanding of IT Service Desk challenges
• Proven analytical and problem-solving abilities

This really is a fantastic opportunity for a 1st Line IT Support Engineer to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

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