Workplace Infrastructure Support Engineer

CDW Limited; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology services firm in Manchester is seeking an IT support professional to provide onsite assistance and manage end-user computing environments. Responsibilities include ticket management via ServiceNow, adherence to ITIL guidelines, and technical support for Windows 10/11 and Microsoft Office 365. Ideal candidates should possess strong communication skills and experience in IT support, with relevant certifications such as ITIL and CompTIA. The role offers an engaging workplace with opportunities for skill development.

Qualifications

• Experience in IT support environments, particularly with a ticketing system.
• Ability to support and troubleshoot Microsoft Office 365.
• Strong communication skills to interact with users effectively.

Responsibilities

• Review individual workloads to ensure task completion.
• Administer the EUC support environment to meet SLAs.
• Document fixes and manage ticket communication via ServiceNow.

Skills

Microsoft Office 365 support

Remote support experience

Support experience of Windows 10/11

Strong communication skills

ITIL v3/4 Foundation

Desktop Encryption (BitLocker)

Experience with Service Desk ticketing system

Willingness to work on-site

Education

CompTIA accreditation

Microsoft accreditation

Tools

Microsoft SCCM

Windows PowerShell

VBScript

JAMF & MacOS

Job description

Overview

Providing a local onsite presence supporting all our co-workers (resolving high volumes of Incidents/requests and other queries raised via our SSP and other inbound support channels such as OS Images support, anti-virus alerts, application issues, break fix).

Responsibilities

• To review individual workloads and priorities to ensure prompt completion of assigned tasks to a high standard in accordance with organisational policies and guidance.
• Day to day administration of the EUC support environment and delivery of associated services to meet contractually agreed SLAs and KPIs.
• Basic administration and maintenance of the client\'s end user computing management service (SCCM) when necessary.
• Ensure all "walk up" tickets are raised in ServiceNow and all tickets are frequently updated complying to ITSM best practice.
• Adhering to the Asset Management procedures, keeping the estates inventory up to date and associated ServiceNow records.
• Escalating tickets to other resolver teams when necessary.
• Raising all tickets in our Service Desk ticket management tool (ServiceNow) ensuring co-workers are kept up to date displaying excellent communication skills throughout the ticket life cycle.
• Adhering to ITIL Service Management best practice and techniques whilst following Service Desk policies, procedures and guidelines.
• Working closely with 2nd and 3rd Tier resolver teams developing your technical knowledge to help resolve more complex technical issues, escalating where necessary.
• Documenting fixes (KB Articles) and helping to develop our internal Knowledgebase.
• Ensure that latest virus definition updates are pushed out to all end user devices and that anti-virus policies are being adhered to.
• Process new hardware requests, placing orders for new desktops and laptops via Service Track tool ensuring that correct image/applications are installed on the devices and that all asset management tasks are completed.
• Patch Management of end user devices.
• Supporting project work when assigned tasks from the IT Support Manager.

Technical experience and skills

• Microsoft Office 365 support
• Remote support experience (remote support tools)
• Support experience of Windows 10/11
• Desktop Encryption (BitLocker)
• JAMF & MacOS
• Experience of Microsoft SCCM (desirable)
• Windows PowerShell knowledge and VBScript (desirable)
• Software / Application Packaging experience (desirable), a can-do attitude and proactive mindset approach to problem solving, always displaying excellent customer service.
• Previous experience of working in an IT support environment
• Strong communication skills with an ability to interact effectively with users at all levels.
• Previous experience in a similar role is advantageous but not essential.
• Prior experience and familiarity with using a Service Desk ticketing system.
• Willingness to work on-site and cover other sites as/when necessary.
• ITIL v3/4 Foundation
• CompTIA accreditation
• Microsoft accreditation