Technical Services Engineer

Combined Facilities Management (CFM) Ltd; Magherafelt; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Technical Services Engineer, where you'll be at the forefront of supporting cutting-edge ICT applications and ensuring seamless operations across all departments. This pivotal role involves providing technical support, managing client interfaces, and collaborating on innovative projects that enhance system efficiency. You'll also play a crucial part in training staff and developing an Integrated Management System that empowers teams to excel. If you have a passion for technology and a commitment to excellence, this is the perfect opportunity to make a significant impact in a dynamic environment.

Qualifications

• BSc degree in IT or Computer Science, or equivalent experience.
• Proven experience in technical support roles, especially with Windows systems.

Responsibilities

• Provide technical support for software and hardware across CFM.
• Collaborate on ICT processes and manage client interfaces for system efficiency.

Skills

Problem-solving

Analytical skills

Communication

Collaboration

Microsoft Office 365 Administration

Network switching management

VPN management

Technical troubleshooting

Windows Server management

SharePoint

Education

BSc in Information Technology

BSc in Computer Science

Industry certifications (e.g., Microsoft, CompTIA+)

Tools

AccuServ System

SharePoint

Power Automate

Power Apps

Windows Server

Hyper-V

Job description

Role Overview:

We are seeking a Technical Services Engineer who embodies excellence and innovation to join our industry leading team. Your role is pivotal in ensuring that our Information and Communication Technology (ICT) applications and software are seamlessly supported across all departments and locations, contributing to our daily operations. You will be at the forefront of our commitment to cutting-edge technology and service excellence.

Key Activities / Responsibilities:

1. IT Excellence: Provide technical support for CFM, spanning software, hardware, and general ICT infrastructure. Be a pillar of support for all staff, ensuring their IT issues and requirements are addressed promptly and efficiently.
2. Process Innovation: Collaborate on documenting CFM's ICT processes, aligning them with our Integrated Management System (IMS). Your contributions will set industry standards, become valuable training materials, and empower our team with best practices.
3. External Partnerships: Serve as the first point of contact with external providers, addressing day-to-day system issues. This critical role ensures uninterrupted operations by raising necessary tickets to our vendors.
4. Software Enhancement: Manage client interfaces within our AccuServ System, partnering with Third Party personnel to optimise system efficiency. Ensure a fully functioning VOIP Phone System, enabling seamless communication across our business locations and with clients, enhancing the reporting capabilities.
5. Infrastructure Stewardship: Oversee CFM's ICT Infrastructure, maintaining cloud platforms per SLA, and ensuring managed services are aligned with business needs. Optimise the lifespan of hardware and maximise the value of our investment.
6. Cost Control: Monitor costs related to third party support, ensuring they align with approved budgets and contractual agreements.
7. Innovative Projects: Collaborate on ICT projects and development, including requirement analysis, user acceptance testing, rollouts, regression testing, and continuous monitoring and improvement.
8. Application Maximisation: Champion the strategic development of our platform products, assisting departments in driving efficiency utilising the full Microsoft stack of products including, but not limited to, Power Automate & Power Apps.

Training & Impactful On-Boarding:

1. Support ongoing projects and contract mobilizations, ensuring timely delivery of our ICT Program.
2. Develop an ICT Integrated Management System (IMS) that standardizes application training across all departments.
3. Manage sub-contractor rollouts and general training for the AccuServ & AccuMobile job management systems.
4. Provide continuous coaching and training to departments on using our IMS built on SharePoint for maximum efficiency.
5. Play a crucial role in the IT mobilisation of new clients or contracts, focusing on software and hardware requirements and training.
6. Drive the usage of CFM systems throughout the business by providing training to operators on its functionality to maximise system usage.

Education / Experience:

Qualifications:

1. BSc degree in Information Technology, Computer Science or relevant field-based experience.
2. Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
3. Hands-on experience with Windows Server and Desktop operating systems – setting up, configuring and troubleshooting issues.
4. Excellent understanding of computer systems, mobile devices and other tech products.
5. Ability to diagnose and troubleshoot complex technical issues.
6. Ability to work independently and as part of a team.
7. Industry certifications e.g., Microsoft or CompTIA+ (Desirable).

Skills/Competencies:

1. Commitment to excellence and continuous improvement.
2. Exceptional problem-solving and analytical skills.
3. Strong communication and collaboration abilities.
4. Proficiency in Microsoft Office 365 Administration platform and applications.
5. Management of L2/L3 network switching, VPN & managed firewall devices.
6. Experience with Microsoft Server & Hyper-V management.
7. A passion for staying at the forefront of technology and innovation.
8. SharePoint, Power Apps & Power Automate (Desirable).