1st/2nd Line IT Support

Bilfinger

  • Warrington, Cheshire
  • Permanent
  • Full-time
  • 27 days ago
Bilfinger UK is a leading engineering and maintenance provider, supporting customers across the chemical & petrochemical, nuclear, oil & gas, pharmaceuticals & biopharma, power & energy, utilities, renewables and food & beverage markets. We enhance the efficiency of assets, ensuring a high level of availability and reducing maintenance costs.We have extensive experience in offshore and onshore facilities; specialising in asset management services throughout all life cycle phases from consulting, engineering, manufacturing, assembly, operations, maintenance, and decommissioning.This commitment is delivered by an experienced and highly competent workforce of over 4,500 employees operating from 14 offices in strategic industrial hubs, upholding the highest standards of safety, compliance and quality.To provide 2nd Line technical support to internal customers, assisting them with hardware and software problems via phone, email or onsite for a 6 month duration.MAIN RESPONSIBILITIES:
  • Provide email, telephone, remote, and in-person IT support, with a high level of customer service.
  • Build, configuration, and deployment of PCs, desk phones, and mobile phones - including associated software & operating systems.
  • Maintenance & support of the above devices, and all other hardware & devices related to desktop infrastructure.
  • Maintenance & support of software applications ensuring it’s patched in line with business cyber essential agreements removing any unsupported applications
  • Take ownership of assigned tickets and see them through to completion, or escalate to the relevant team.
  • Update assigned tickets with attempted work, and that fixes & resolutions are documented in the closing notes.
  • Ensure that tickets are closed within agreed SLAs.
  • Provide phone support for incoming IT Support calls when required.
  • Work with approved vendors and suppliers, and arrange site visits when required.
  • Create & maintain documentation and user training materials relevant to IT Support.
  • Flexible approach to IT support coverage, and remote site visit - as one part of the wider support team.
  • Undertake self-study and attend courses related to technical and personal development.
  • Raise any service shortcomings - or changes that could improve the IT service - to the team leader
  • Undertake ad-hoc site visits to provide onsite support when required.
  • Undertake other ad-hoc duties not specifically stated, but from time to time are necessary to maintain an acceptable level of IT support to the business.
Experience and qualifications
  • Relevant 2nd Line/Desktop support experience within medium or large businesses
  • Excellent telephone manner and face to face communication skills
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 10/11)
  • Asset Management / Software Management
  • Experience of a Multi Domain environment
  • Experience using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
  • Experience using Office 365, Identify Manager, Mobile Device Management ,Build Deployment Solutions
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
  • Understanding of PC hardware set-up and configuration
  • Understanding of common network concepts.
  • Excellent inter-personal skills: diplomatic and able to inspire user confidence
  • Thorough, professional approach
  • UK Driving Licence
Desired skills and experience
  • Supports and motivates others, encouraging them to achieve their goals, in alignment with organisational goals
  • Explores the customer’s situation with them to develop a fuller understanding of the underlying need
  • Takes action to exceed customer expectation
  • Advocates customer satisfaction as a key value for themselves and the UK IT Team
  • Deals effectively with dissatisfied customers
  • Ensures the effective and efficient use of time and resources
  • Monitors progress against the plan and acts accordingly
  • MCP certification would be beneficial, but is not essential
If you wish to speak to a member of the recruitment team, please contact 01224 246246.

Bilfinger