IT Support Engineer

IDEMIA Group; United Kingdom; On-site; GBP 32,000 - 48,000; Full time

Job summary

IDEMIA Group in the United Kingdom is seeking an IT Specialist to address Level 1 and 2 IT needs, ensuring customer satisfaction. You will support OS, software, and applications, manage IT assets, and coordinate with vendors to meet security standards.

You will work with Active Directory, Microsoft 365, ITSM tools such as Jira Service Management, and virtualization technologies like VMware. This role requires strong networking, security awareness, and customer communication skills.

Qualifications

• Experience administering Active Directory, Group Policy, DNS and user accounts.
• Experience supporting Microsoft 365 suite including Outlook, Teams, OneDrive and SharePoint.
• Experience with ITSM tools, preferably Jira Service Management.
• Strong networking fundamentals: TCP/IP, DNS, DHCP, switches and firewalls.
• Knowledge of VPN technologies and remote connectivity troubleshooting.
• Experience with print services and print management.
• Experience with telephony systems administration and basic troubleshooting.
• Experience with Veeam or similar backup solutions.
• Experience with virtualization technologies such as VMware vSphere/ESXi.
• Microsoft certifications or equivalent (MCDST/Endpoint/System Center).
• SCCM/MECM for OS deployment and endpoint management.
• Experience with endpoint security platforms and IT security best practices.

Responsibilities

• Address Level 1 and Level 2 IT needs and document resolutions.
• Support OS/software installation and maintenance following standards.
• Coordinate with internal/external customers from request to resolution.
• Assist vendors and ensure compliance with company standards.
• Manage IT assets including servers, licenses and devices.
• Control access to IT tools in line with security policies.
• Support server infrastructure, virtualization, communications and security.
• Troubleshoot complex issues and create working instructions.
• Train end users and transfer knowledge to IT staff.
• Suggest improvement ideas and work autonomously.

Skills

Active Directory

Group Policy

DNS

Microsoft 365

ITSM tools

Jira Service Management

Networking basics

VPN technologies

Print management

Telephony systems

VMware vSphere/ESXi

SCCM/MECM

Endpoint security

ITIL

Centreon

Windows Server

PowerShell

Information security

Tools

Centreon

VMware vSphere/ESXi

SCCM/MECM

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.