Helpdesk Engineer (1st/2nd line support)

at  MetroRod Ltd

HYBRID (4 DAYS OUT OF 5 OFFICE BASED)

We are looking for an experienced 1st/2ND Line Support Engineer for our business, Franchise Brands.
Franchise Brands is an international, multi-brand franchisor focused on building market-leading businesses primarily via a franchise model. The Group currently has a combined network of over 625 franchisees across seven brands in the UK, North America and Europe.
We own several market-leading brands with established trading histories: Metro Rod, Metro Plumb, Willow Pumps, Filta, and more recently, Pirtek in Europe - all of which benefit from the Group’s central support services, in particular; Franchise Support, National Sales / Account Management, Information Technology, Marketing, Finance, Recruitment and HR.

WHAT IT EXPERIENCE ARE WE LOOKING FOR?

The ideal candidate will be customer service focused a keen interest in IT. Training can be provided in areas needed.

Essential:

• Experience in IT support of Microsoft products
• Strong Customer Service skills
• Team player
• Flexible and adaptable approach

Desirable:

• Any Microsoft qualifications
• Previous support of international locations
• Knowledge of helpdesk ticketing systems
• European spoken languages
• High standard of incident management
• Azure/Cloud knowledge
• Microsoft 365 suite
• Cyber security knowledge
• Microsoft Intune and Defender

• Troubleshoot desktop, laptop and mobile problems, diagnose and solve hardware/software problems
• Provisioning and supporting new computer and mobile hardware
• Incident and problem management: Be a main point of contact and provide communications during major system issues
• Provide exceptional service support to the business
• Provide solution(s)/work around(s) to incidents and Problems
• Contribute to polices, processes and procedures
• Install, maintain and support new applications
• Work to SLA thresholds for incident(s), request(s) and problem(s)
• Own and operate starters, leavers and movers processes
• Trend Analysis and review of logs, backups, patches and security alerts
• Establishing a good working relationship with the business and 3rd party’s
• Keep up to date with advancements in technology
• Entra ID account and Exchange online email management