1st/2nd line support

Job Description:

The IT Helpdesk Support Engineer is crucial to maintaining the functionality and security of our IT systems. This role provides technical support to users, manages hardware and software troubleshooting, and ensures secure, effective IT operations. A strong background in Active Directory, Microsoft 365, and Azure Active Directory is essential.

Purpose of role

• Deliver 1st, 2nd and IT support to global colleagues, collaborating with IT teams across locations to support our worldwide user base.
• Assist the IT Manager in executing the IT strategy

Main responsibilities

• Act as the main point of contact for user hardware and software support.
• Collaborate with the IT support team to deliver comprehensive support services.
• Monitor the helpdesk ticketing system, prioritize issues, and respond promptly.
• Work with colleagues to troubleshoot and resolve escalated technical problems.
• Document solutions and maintain a knowledge base for reference.
• Configure and install new computers and laptops, recording details in the IT register.
• Test and assess new products or upgrades.
• Repackage approved software for automated user deployment.
• Contribute to the development, integration, and maintenance of the Company’s IT infrastructure.
• Log new equipment, moves, and updates in the IT register.
• Install structured cabling as needed at business units or site offices.
• Visit company sites for hands-on assistance, upgrades, or repairs.