IT Field Service Technician

ILC Dover Astrospace; Redditch; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company in Redditch is seeking an IT Field Service Technician for office-based support with remote user assistance. The ideal candidate will manage hardware and software troubleshooting, ticket management, and provide excellent service to users across the UK and Ireland. Candidates should have experience with MS Office, Active Directory, and ServiceNow. The position offers a range of benefits including a robust holiday package and employer pension contributions.

Benefits

25 Days Holiday + 8 Bank Holidays

7% Employer Pension Contribution

Westfield Health Medical Cash Plan Cover

Death in Service Benefit of 4 x salary

Cycle scheme

Electric Car Scheme

10% of salary in shares after 1 year

Employee Assistance Program

Enhanced Maternity & Paternity Policies

Qualifications

• Experience with MS Office required.
• Proficient in Active Directory.
• Must have experience with ServiceNow.

Responsibilities

• Provide 1st & 2nd line IT support.
• Handle ticket management and incident resolution.
• Manage and troubleshoot IT hardware and software.

Skills

Experience with MS Office (O365 and previous)

Experience using Active Directory

Experience using ServiceNow

Knowledge of PXE Boot/imaging and windows desktop deployments

Printer configuration

Basic server side tasks

Mobile Phone management

Job description

Job Title

IT Field Service Technician

Location

Redditch (office based) with remote support expected for the user base around the other UK and Ireland facilities.

About Us

Gardner Denver is a leading provider of mission-critical flow control and compression equipment and associated aftermarket parts, consumables, and services, which it sells across multiple attractive end-markets within the industrial, energy and medical industries. Its broad and complete range of compressor, vacuum and blower products and services, along with its application expertise and over 160 years of engineering heritage, allows Gardner Denver to provide differentiated product and service offerings for its customers' specific uses.

Responsibilities

• You will look after software & hardware troubleshooting, ticket coordinating/ ticket triaging & ticket assignment, walk ups & basic active directory management.
• You will work in a predominantly Windows based environment.
• Responsible for all 1st & 2nd line desk side support, EUC and IT Infrastructure ticket, service request and incident management.
• Support all compliance requirements the site has with various vendors.
• Management solutions, and Mobile Device Management systems and IT hardware (including desktops, laptops, tablets and mobile phones).
• Lead on ticket receipt, triage (including categorisation, prioritisation, and initial diagnostics), investigation and resolution within SLA, where possible.
• Escalation of incidents and tickets to line manager 3rd line support where necessary
• Responsible for End-to-End ticket management and ensuring excellent communications with all end users, keeping them informed about the incident and ticket status at agreed intervals.
• Basic network competency to be able to check connectivity, routing, assist with troubleshooting etc.
• Ability rack and stack networking equipment and servers in as well as work with the relevant towers under guidance when troubleshooting and working on upgrades.
• Able to patch devices and ports where required.
• Complete workload activities in line with the businesses Service Level Agreements.
• Complete all training requirements as specified within the organisation.
• Retire and dispose of hardware in line with company policy.
• Must be comfortable working on t heir own with excellent problem solving skills.
  
  

Basic Qualifications

• Experience with MS Office (O365 and previous)
• Experience using Active Directory.
• Experience using ServiceNow.
• Knowledge of PXE Boot/imaging and windows desktop deployments.
• Printer configuration (LDAP, IP addressing, etc)
• Basic server side tasks (file shares, print management)
• Mobile Phone management
  
  

Travel & Work Arrangements/Requirements

Fully site based

Key Competencies

• Excellent communication at all levels, both written and verbal.
• Self-motivated, driven and able to work with minimum guidance.
• Customer facing with suitable soft skills to provide a first-class IT Service Delivery, by telephone, email and in person.
• Organised, punctual and adaptable, with the ability to multi-task and follow Procedures successfully.
  
  

What We Offer

• 25 Days Holiday + 8 Bank Holidays (Option to purchase 5 days after probation period)
• 7% Employer Pension Contribution
• Westfield Health Medial Cash Plan Cover
• Death in Service Benefit of 4 x salary
• Cycle scheme (After probation period)
• Electric Car Scheme (After 1 year employment)
• 10% of salary in shares after 1 year of employment
• Costco Gold Company member, allowing employees to join.
• Employee Assistance Program
• Enhanced Maternity & Paternity Policies