Windows Support Engineer - 3rd Line
Princes Group
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Benefits offered by this job
Job summary
The Princes Group in Liverpool seeks a capable 2nd/3rd line IT Support professional to manage incidents escalated from the Service Desk and ensure availability of critical IT systems supporting supply chain operations.
You will provide out-of-hours support for business-critical systems, guide Service Desk analysts, and transfer knowledge to enable high First Time Fix rates and strong service levels across manufacturing and logistics processes.
Qualifications
- Experience in incident, problem and change management.
- Strong knowledge of Windows 10/11, Windows Server and Office 365.
- Ability to support security reporting and audits.
Responsibilities
- Manage 2nd/3rd line incidents across manufacturing and logistics.
- Adhere to incident management policy with timely closure of calls.
- Analyse incidents, identify root causes and implement change requests.
- Produce weekly/monthly security/adherence reports for compliance.
- Lead knowledge transfer and transition of new services to Service Desk.
- Liaise with internal teams and third‑party providers to coordinate live system support.
Skills
Tools
Job description
To manage Incidents escalated from the Service Desk team by analysing and formulating practical resolutions to ensure IT systems availability, particularly IT systems which support the supply chain processes.
To manage Incidents escalated from the Service Desk team by analysing and formulating practical resolutions to ensure IT systems availability, particularly IT systems which support the supply chain processes.
To provide out of hours support for business critical systems, ensuring production and distribution of materials are not impacted and to be available for out of hour’s escalations from the Service Desk team.
To provide guidance and support to the Service Desk Support Analysts and to transfer knowledge to this team ensuring the highest possible First Time Fix rate at the Service Desk.
To assume key responsibility for the transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.
Working with the IT Delivery Manager – Operations to ensure the best possible service levels are provided to the business and encourage a professional and customer focused ethos within the Support teams.
To liaise with all users of IT systems within the group and with third party service providers.
Internal contacts will include members of the organisation at all levels, given the support element of the role.
External contacts will include representatives from our key technology partners who provide equipment, service and support. These contacts will be for the resolution of day-to-day issues and escalations.
The key elements of this role are as follows.
2nd / 3rd Line Support of Princes IT Systems
This involves managing incidents escalated from the Service Desk team covering all IT systems including commercial, manufacturing and logistical systems. Emphasis will be on the Manufacturing and Logistical systems as they are critical to the business as any outage to these systems can impact the sites’ ability to produce and deliver finished goods to customers.
Adherence to the Incident Management policy - accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress.
Analyse Incidents, raise problems to find the root causes and implement resolutions following the change management process.
Produce and analyse weekly/monthly security reports to ensure a secure environment, compliant with internal controls.
Primary responsibility for the Problem Management process, analysing trends and reducing repeated Incidents and service outages through proactive Problem Management.
Primary responsibility for the Change Management process, ensuring the change management process is followed within the team and services are maintained and outages are avoided.
Liaise with Princes Business Analysts and third-party software and support providers to coordinate live systems application support.
Provide an out of hours support service for business critical application users and be available for OOH escalations from the Service Desk team.
Ensure the Senior Business Systems Support Supervisor is made aware of any potential escalations or outstanding issues.
Adherence to Princes Internal IT Controls.
Service Transition and Knowledge Transfer
To assume key responsibility for transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.
Liaise with the PMO Office, IT Technical Delivery Team and Business Analysts in relation to new or updated Services and transition to live support following the Service Transition policy.
Assume key responsibility for the evaluation, recommendation, implementation and management of new application requests which are not covered under project management to meet business needs.
Transfer knowledge to the Service Desk team to enable them to effectively support new services.
Identify gaps in support and process knowledge within the Service Desk team and provide training and documentation to ensure the highest possible First Time Fix rate at the Service Desk.
Excellent knowledge of Microsoft Technologies
Windows 10/11
Window Server OS
Microsoft 365
Azure Services E.g. Azure Virtual Desktop / MSIX Application Packaging.
SCCM / Intune Management
VMware vSphere & Virtual Desktop Environments
Firewall Technologies
Email filtering solutions
Good knowledge of networking principles
Good understanding of ITIL framework
- Hands-on experience with firewalls (creating rules / troubleshooting issues via logs etc.)
- Hands-on experience with switch / router configuration & troubleshooting
- Excellent customer service skills.
- Excellent written and verbal communication skills.
- Strong organisational skills with a logical, methodical and structured approach.
- Strong problem solving and analytical skills.
- Flexible and adaptable approach.
- Capable of working well under pressure
- Appetite for continuous improvement and an attention to detail
- Ability to work cross-functionally dealing with all levels of business employees from senior executives and shop floor operations.
Full UK Driving Licence – Occasional travel to Princes UK sites will be required as part of this role.
- 25 Days Annual Leave plus Birthday off
- 14.5% Pension – 5% employee opt in / 9.5% employer
- Hybrid & Flexible Working - 4 Days in Office / 1 Day WFH
- Flexible Holiday Option - Buy 5 Additional Days
- Enhanced Family Friendly & Carers Policies
- Life Assurance Cover
- Private Medical Insurance
- Critical Illness Cover
- Learning & Development Opportunities
United Kingdom
Liverpool
Finance
Hybrid
The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.
- 25 Days Annual Leave plus Birthday off
- 14.5% Pension – 5% employee opt in / 9.5% employer
- Hybrid & Flexible Working - 4 Days in Office / 1 Day WFH
- Flexible Holiday Option - Buy 5 Additional Days
- Enhanced Family Friendly & Carers Policies
- Life Assurance Cover
- Private Medical Insurance
- Critical Illness Cover
- Learning & Development Opportunities
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