JOB DESCRIPTION:
The successful candidate needs to be able to provide dynamic and flexible support across all processes, whist operating with confidence at deployed Leidos delivery locations, engaging with the customer and the End User Services Manager on day-to-day priorities and tasking.
REQUIRED SKILLS:
- The ability to multitask, as the job often involves working on more than one IT issue concurrently.
- Background in Desktop or 2nd/3rd Line Support (5+ years large user base support experience)
- Excellent analytical and problem-solving skills to correctly diagnose and fix problems.
- Creative thinking to come up with innovative solutions to complex problems.
- Excellent team-working skills, the ability to work with other IT professionals in a team.
- An inquisitive mind and a real interest in IT to remain up to date regarding new technologies.
- Prioritisation of workload, able to execute and perform with limited assistance
- A self-starter attitude
- Point of escalation - ensuring escalated issues from customers and colleagues are resolved effectively and in a timely manner.
- Coach and mentor less experienced team members and customers as required.
- Foster a spirit of teamwork inclusion and unity amongst the team.
- Empower peers to take responsibility for their jobs and commitments.
- Innovate and encourage innovation within team members.
- Demonstrated technical experience and understanding of virtual and physical support systems
- Good analytical skills and an ability to define and articulate, precicisely, to an appropriate level to the audience at hand or in written documentation
- Understanding of the importance of stakeholder management and organisational acumen, able to influence stakeholders to bring momentum behind resource improvement and change activities.
- Commitment to support optimisation for best practice and efficiency
- Strong verbal and written communication skills including experience in technical writing
- Strong client interpersonal skills, demonstrating an ability to build and keep business relationships building horizontal and vertical contacts
- Commitment to continuous learning and professional development
- Demonstrable ability to adapt to new technologies, skillsets and to learn quickly.
DESIRED SKILLS:
- Advanced knowledge of MECM: Packaging, patch management and software distribution
- Advanced knowledge of Microsoft Endpoint Manager / Intune
- Advanced knowledge of O365 at a 3rd Line Admin Level
- Knowledge of Ivanti Configuration Manager
- Have experience of working in a ITIL framework
- A Understanding of Project Management and Service Management best practices and principles
- Senior engineer experience in current role, able to speak credibly to highly technical individuals and work with them to elicit challenges and find routes to success.
- Ability to work effectively in a pressurised environment, remaining focused
- Microsoft Active Directory administration and Group Policy management
- Understanding of Ivanti Environment Manager and Application Control
- Able to organise effective problem and change management
KNOWLEDGE/AWARENESS:
- Microsoft Office 365 and Windows 11 environments
- Microsoft Endpoint Manager /MDM
- Cisco Wired and Wireless Networks
- Cisco VOIP Systems administration
- Windows Server and MS PowerShell
- OneDrive and Sharepoint
- Desktop, Laptop, Mobile and Server hardware
WHO WE ARE:
Leidos UK & EUROPE – we work to make the world safer, healthier, and more efficient through technology, engineering and science.
Leidos is a growing company delivering innovative technology and solutions focused on safeguarding critical capabilities and transformation in frontline services, our work in the United Kingdom includes addressing some of the most complex problems in defence, healthcare, government, safety and security, and transportation.
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