1st Line IT Services Engineer

at  BrandAlley UK

COULD THIS BE THE JOB FOR YOU?

The IT Services department is a sub-department within the business’ wider IT team, offering fresh development opportunities to those who wish to gain experience in IT. With a heavy focus on supporting the business, this is an excellent opportunity to get involved and expand your knowledge.
The role of First Line IT Services Engineer is crucial to our IT support structure, focusing primarily on triaging and resolving first-line support calls that come into the ServiceDesk.
In addition to these core responsibilities, the successful candidate will ensure the comprehensive support of end-users in the Warehouse, facilitating the smooth daily operation of IT. This includes troubleshooting issues on end-user machines, configuring new users and devices, and providing proactive warehouse support. Support also extends to other members of the business as necessary.
Following the primary job responsibilities, this position requires a highly self-motivated individual capable of identifying and resolving ‘unknown unknowns’ – issues not currently being reported. This aspect of the role demands an innovative problem-solving approach, enabling the proactive identification and resolution of potential challenges before they escalate. It’s a role designed for those who excel at thinking outside the box to maintain the seamless operation of our IT infrastructure.
The position also offers the opportunity to be involved in a variety of projects, including but not limited to macOS Authentication (AzureAD), CCTV Installation (Kettering warehouse), Peak Preparedness, and Asset Management. These projects present the right candidate with an invaluable chance to develop their skills further and make significant contributions to crucial IT initiatives.
To foster professional development, the role includes internal training provided by senior team members, alongside access to official courses through our learning platform. We are also open to discussing additional training opportunities outside of this platform, underscoring our commitment to the continuous growth and development of our team members. This comprehensive approach to training ensures that our First Line IT Services Engineers are thoroughly equipped to meet the evolving needs of our business and uphold our high standards of IT support.

This could be the job for you if…

• You are passionate about technology, eager to solve complex challenges, and are always looking for opportunities to learn and grow.
• You’re a collaborative spirit, valuing team efforts and keen on mentoring juniors while also being receptive to feedback and new ideas.
• You’re adaptable, able to handle the demands of multiple projects and changes with a positive attitude and a focus on solutions rather than problems.

Duties & Responsibilities

• Triage, diagnosis & support on ServiceDesk Support Calls
• Warehouse daily checks, reporting and resolving
• Organise and keep the IT Services Support area clean
• Following existing and new IT Services policies, procedures and help articles
• Creating new IT Services policies, procedures and help articles
• Hardware & user onboarding, offboarding and de-provisioning
• Create highly detailed work logs & utilise task-based time tracking
• Provide end-user support across multiple devices, including, but not limited to:
• Windows 10/11
• Mac
• Chromebook
• Android Phones
• Barcode Scanner
• Label Printers
• Installation of authorised software to end-user devices
• Escalation of incidents to the relevant parties
• Project work as deemed appropriate

Others

• Perform miscellaneous job-related duties as assigned by the Head of IT Services
• Provide assistance as required by the Head of IT Services
• Aid and support colleagues with IT-related matters
• Ensure a high level of customer service and support is provided

WHAT YOU’LL BRING…The good stuff…

• Excellent customer service skills
• Excellent problem solving skills
• Excellent verbal and written skills
• Excellent time management skills
• Microsoft Windows 10/11 Professional configuration & support experience
• macOS 12 (Monterey) + configuration & support experience

The great stuff…

• Experience with Microsoft Active Directory & Group Policy.
• Familiarity with Microsoft Office365, Azure & SharePoint suite.
• Knowledge of Microsoft Security Centre.
• Experience with Microsoft Endpoint (formerly Intune).
• Exposure to ITIL v4.
• IT hardware repair skills.

Perks of the job…

• You’ll have the opportunity to work on some exciting brands supported by an inspiring and friendly team of people
• You’ll join a great talented team who are all driven to be the best they can be, while having a lot of fun along the way
• We offer a place to grow, where you can spread your wings!
• Competitive salary.
• Starting holiday allowance of 25 days holiday + Bank Holidays
• 8% employer pension contribution.
• Life Assurance – 3 x your annual salary
• Everyday Benefits – including Cycle to Work scheme, discounted Gym Memberships, Eyecare Vouchers.