IT Support Engineer

IDEMIA; Tewkesbury; On-site; GBP 38,000 - 60,000; Full time

Job summary

IDEMIA is seeking an IT Support Analyst in the United Kingdom to address Level 1 and 2 IT needs, support operating systems, software and applications, and manage IT assets and security. You will coordinate with internal teams and external providers, ensuring compliance with standards and SLAs.

The role requires hands-on expertise with Active Directory, Microsoft 365, ITSM tooling, networking, VPNs, print/telephony services, backups, and virtualization.

Qualifications

• Experience administering Active Directory, Group Policy, DNS and user accounts.
• Experience supporting the Microsoft 365 suite, including Outlook, Teams, OneDrive, and SharePoint.
• Experience working with IT Service Management (ITSM) tools, preferably Jira Service Management.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls.
• Knowledge of VPN technologies and remote connectivity troubleshooting.
• Experience supporting enterprise printer services and print management.
• Experience with telephony systems, including user administration and basic troubleshooting.
• Experience using enterprise backup solutions, preferably Veeam Backup & Replication.
• Knowledge of virtualisation technologies, preferably VMware vSphere/ESXi.
• Microsoft Certified Desktop Support Technician (MCDST), Microsoft Endpoint Administrator Associate, or equivalent Microsoft certification.
• Experience with Microsoft Configuration Manager (SCCM/MECM) for operating system deployment, software distribution, and endpoint management.
• Experience supporting endpoint security platforms such as Cortex XDR or similar enterprise security solutions.
• Experience working within ITIL service management processes.
• Exposure to infrastructure monitoring tools such as Centreon.
• Experience supporting Windows Server environments, desktops and laptops.
• PowerShell scripting knowledge to automate routine administrative tasks.
• Understanding of information security best practices and standards.

Responsibilities

• Provide Level 1 and 2 IT support and document resolutions.
• Assist installation and maintenance of operating systems, software and applications.
• Coordinate communication with customers from request to resolution in partnership with other departments.
• Assist external providers or vendors during IT activities and ensure compliance with company standards.
• Manage IT assets (computers, servers, licenses) and access to IT tools.
• Ensure security standards when managing access to IT tools.
• Support server infrastructure, virtualization, and security to guarantee availability.
• Troubleshoot complex issues, define and document instructions, escalate to appropriate teams.
• Provide end-user training and transfer knowledge to IT staff.
• Propose improvement ideas and work autonomously reporting to IT Lead/Manager.

Skills

Active Directory administration

Group Policy management

DNS & DHCP management

Microsoft 365 administration

PowerShell scripting

Networking fundamentals

ITIL service management

Endpoint security administration

Printer and print management

VPN and remote connectivity

Telephony systems administration

Security best practices

Tools

Jira Service Management

Centreon

VMware vSphere/ESXi

Veeam Backup & Replication

SCCM/MECM

Microsoft 365 tools (Outlook/Teams/SharePoint)

Job description

Purpose

This role is responsible for addressing all IDEMIA IT related issues in accordance with the relevant service-level agreements and cooperating with technical teams to ensure customer satisfaction.

Key Missions

• Solves and documents Level 1 and Level 2 IT needs of users and productive operations associated with a ticket
• Supports the installation and maintenance of operating systems, software and applications within the right standards and processes
• Manages communication with internal and external customer from the point of raising request to the resolution in partnership with other departments
• Assists external providers or vendors during certain IT activities and ensures they work in compliance with the company standards
• Manages IT assets (computer and communications equipment, servers, and licenses)
• Manages and coordinates access to IT tools while ensuring compliance with security standards
• Gives support to the server infrastructure, virtualization, communications, and security to guarantee its availability
• Interacts with end users and supports on complex issues and tasks and troubleshooting, defining and documenting the working instructions and escalates requests to the right technical team
• Provides training to end users and transfers knowledge to other IT members,
• Proposes improvement ideas
• Works in full autonomy and reports to IT Lead or IT Manager

Profile & Other Information

• Experience administering Active Directory, Group Policy, DNS and user account management;
• Experience supporting the Microsoft 365 suite, including Outlook, Teams, OneDrive, and SharePoint;
• Experience working with IT Service Management (ITSM) tools, preferably Jira Service Management;
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls;
• Knowledge of VPN technologies and remote connectivity troubleshooting;
• Experience supporting enterprise printer services and print management;
• Experience with telephony systems, including user administration and basic troubleshooting;
• Experience using enterprise backup solutions, preferably Veeam Backup & Replication;
• Knowledge of virtualisation technologies, preferably VMware vSphere/ESXi.
• Microsoft Certified Desktop Support Technician (MCDST), Microsoft Endpoint Administrator Associate, or equivalent Microsoft certification;
• Experience with Microsoft Configuration Manager (SCCM/MECM) for operating system deployment, software distribution, and endpoint management;
• Experience supporting endpoint security platforms such as Cortex XDR or similar enterprise security solutions;
• Experience working within ITIL service management processes;
• Exposure to infrastructure monitoring tools such as Centreon;
• Experience supporting Windows Server environments, desktops and laptops;
• PowerShell scripting knowledge to automate routine administrative tasks;
• Understanding of information security best practices and standards.