IT Helpdesk Engineer

at  Amici Procurement Solutions

ABOUT THE ROLE.

As Amici continues to expand, we’re on the lookout for an IT Helpdesk Engineer to support our internal IT infrastructure, end-user devices, and internal colleagues. As part of our DevOps team, you will be responsible for monitoring our IT Helpdesk, providing 1st line support to our internal team for IT-related topics and 2nd line support to our Customer Success Team for our software platform.
Your experience in IT support within a Microsoft environment, coupled with your ability to troubleshoot and provide solutions, will be key to keeping our operations running smoothly and ensuring our internal teams experience minimal disruptions.
This is a permanent and full-time role, with opportunity to progress into other areas of specialism in the DevOps team.
This role is Hybrid, working a minimum of 2 days per week in our Glasgow office (Tuesday and one other day depending on requirements) and 3 days a week from home. For the first few weeks of employment, we may require more time in the office for onboarding and training.

WHAT WILL YOU BE DOING?

Technical Support

• Provide primary support for internal IT infrastructure and end user devices – Microsoft Windows and Microsoft Azure environments.
• Build new end user devices and ensuring their appropriate patching.
• Handle 2nd line support queries for our software platform.
• Actively monitor the Helpdesk, ensuring tickets are addressed in a timely manner and escalated when necessary.
• Actively monitoring the IT Security Helpdesk and Monitoring, ensuring incidents are investigated and managed to resolution.

Operational Support

• Liaise with various internal teams to troubleshoot and resolve IT issues.
• Participate in routine maintenance and system upgrades.
• Offer IT assistance during onboarding processes for new employees and off boarding processes for leavers.
• Ensure all IT procedures and documentation are up-to-date.
• Performing key role in the companies Information Security Management System (ISMS).