A leading shipping company based in Glasgow is looking for an End User Support Engineer to join their IT Support team. The candidate for this role must have a high level of technical knowledge to be able to support desktop services on a 24/7 basis and be the key contact person for the company’s global End User community. This role will also work closely with the regional IT teams for overall desktop support.
Building secure, scalable, technical desktop and collaboration services for colleagues, based on their experiences and needs. This will be across on premise desktop consumption, Office 365, Saas and Pass solutions as well as virtualised remote services.
Act as the main point of contact for user incidents & service requests.
Initial triage of incidents & assignment in ITSM tool.
Resolution of user incidents & service requests.
Taking ownership of service incidents/requests and liaising with other IT teams in order to resolve and manage user expectations.
Creating and maintaining accurate and concise ticket update/knowledge base documentation within ServiceNow.
Maintaining and overseeing installation, configuration, maintenance and troubleshooting of end user’s hardware and software.
Working with Team Lead to identify trends and spot potential problems.
To fulfil additional / ad hoc duties as needed in order to meet the needs of the business.
Experience & Knowledge
Strong IT Support experience working in a technical support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it.
Have experience and the ability to handle a constantly changing flow of support calls and walk up technical assistance.
Be able to multitask effectively during busy times and remain professional and patient during stressful situations.
Strong knowledge of all products within the Microsoft Office 365 suite, Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange.
Strong experience of Active Directory administration, including user maintenance, configuring PCs and groups.
A proven team player who can work within a framework of procedure and policies.
Be able to provide technical support over the telephone, Chat or face to face with excellent communication skills and be self-motivated to carry out on-the-job training and continuous personal development.
Professional in manner with a strong work ethic.
Knowledge of key ITIL service processes including Incident Management, Change, Knowledge. Asset and Problem management.
Hands on knowledge of vulnerability management techniques and solutions.
High level of knowledge of Active Directory administration including user, object, and group management.
Active Directory, Exchange (both on-perm & O365), ServiceNow ITSM tool experience
ITIL Foundation certification (Minimum V3)
Apple hardware & OS
ServiceNow ITSM tool experience
Multi Factor Auth setup (MS MFA, DUO)
Collaboration tooling such as Webex, Team Viewer and MS Teams
Antivirus technologies such as Cisco Amp
Strong Windows technologies - O365 and productivity tooling
WebEx, S4B, MS Teams