IT Support Engineer

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KEY TASKS/RESPONSIBILITIES/ACCOUNTABILITIES:

* Lead consultative role in delivering IT projects to support end user business needs.

* Maintains core operations of the companies desktop environments across all my clients offices according to agreed service levels.

* Accepts technical escalations from and provides consultation to team members.

* Resolves all levels of incidents to agreed service levels and metrics with an emphasis on complex incidents.

* Will lead research and development of engineering solutions in collaboration with wider resources.

* Delivers all user IT service requests, new/updated hardware and software to agreed service levels.

* Promotes and upholds all company compliance requirements. Reviews and updates the end user IT environment to Global security standards and guidelines, i.e., SOX, PCI, Data Protection, Workstation Hardening, Patching, Vulnerability Remediation, etc.

* Reviews information from the IT Service Desk, SSIO IT and IT Service Management tools and recommends changes to the environment to address reported incidents.

* Supports the IT Service Desk and Desktop Engineering by equipping them with the knowledge and skills to expedite and prioritise incident resolution.

* Provides proactive problem management and engages in continuous improvement.

* Plans, organises and coordinates formal and informal technical orientation and training of employees.

* Supports the implementation of new applications/services into the production environment in line with business controls.

* Liaises with SSIO IT through the provision of accurate information, project involvement, testing and validation.

* Upholds all corporate IT initiatives and strategies, providing technical and administrative assistance.

* Supports the business as part of an on-call schedule if out of hours assistance may be required.

· Creates, publishes, delivers and maintains relevant departmental and end user self-help IT documentation.

· Promotes knowledge sharing, solutions, best practice and standards by liaising with all WWC IT staff, where feasible.

* Travel may be required where necessary.

COMMUNICATIONS:

Excellent responsive, respectful and professional communication skills to all parties required as standard using all available media. May be asked to present solutions to business stakeholders if required.

PERSONAL SPECIFICATION:

* Excellent interpersonal, report writing and documentation skills.

* Ability to learn quickly from team members on business information systems and to demonstrate an ability to train others where required.

* A professional, energetic, positive and committed attitude is essential.

* Able to operate with minimal supervision.

* Project planning, management and organisational skills.

* Able to operate effectively in a team environment with team members of differing technical ability.

* Able to maintain professional demeanor under stress.

* Strong listening, mentoring and coaching skills.

* Proactive with a strong attention to detail, errors are minimised.

Minimum - Educated to GCSE level including high marks in English & Maths

Desired - Third Level and/or relevant professional certifications/experience.

REQUIRED TECHNICAL KNOWLEDGE/SKILLS:

* Excellent working knowledge of client computing infrastructure, for example:

* All current Windows Operating Systems

* All client applications, and supporting technologies in use by RCI.

* Active Directory, Software distribution and customisation.

* Collaboration/Unified Communications

* Scripting and automation.

* Enterprise printing and enterprise telephony systems

* Security Administration - WSUS, AV, VPN, vulnerability remediation, OS encryption.

* Mobile device management technologies, i.e., Mobile Iron

* Good exposure, appreciation and understanding of IT infrastructure environments (Operations, Networks and Security, Enterprise Applications, and Telecoms) and ability to support when required.

RELEVANT CAREER HISTORY/EXPERIENCE:

Hands on exposure and responsibility for the aforementioned skillset.

* 5 years plus of hands on, end user computing infrastructure.

* Needs to be able to demonstrate same and be able to work independently when required.

* Demonstrable experience with enterprise class and client software solutions.