IT Field Service Technician

Job Title

IT Field Service Technician

Location

Alfreton (office based) with remote support expected for the user base around the other UK and Ireland facilities.

About Us

Ingersoll Rand is a leading provider of mission-critical flow control and compression equipment and associated aftermarket parts consumables and services which it sells across multiple attractive end-markets within the industrial energy and medical industries. Its broad and complete range of compressor vacuum and blower products and services along with its application expertise and over 160 years of engineering heritage allows Ingersoll Rand to provide differentiated product and service offerings for its customers specific uses.

Responsibilities

• You will look after software & hardware troubleshooting ticket coordinating/ ticket triaging & ticket assignment walk ups & basic active directory management.
• You will work in a predominantly Windows based environment.
• Responsible for all 1st & 2nd line desk side support EUC and IT Infrastructure ticket service request and incident management.
• Support all compliance requirements the site has with various vendors.
• Management solutions and Mobile Device Management systems and IT hardware (including desktops laptops tablets and mobile phones).
• Lead on ticket receipt triage (including categorisation prioritisation and initial diagnostics) investigation and resolution within SLA where possible.
• Escalation of incidents and tickets to line manager 3rd line support where necessary
• Responsible for End-to-End ticket management and ensuring excellent communications with all end users keeping them informed about the incident and ticket status at agreed intervals.
• Basic network competency to be able to check connectivity routing assist with troubleshooting etc.
• Ability rack and stack networking equipment and servers in as well as work with the relevant towers under guidance when troubleshooting and working on upgrades.
• Able to patch devices and ports where required.
• Complete workload activities in line with the businesses Service Level Agreements.
• Complete all training requirements as specified within the organisation.
• Retire and dispose of hardware in line with company policy.
• Must be comfortable working on t heir own with excellent problem solving skills.

Basic Qualifications

• Experience with MS Office (O365 and previous)
• Experience using Active Directory.
• Experience using ServiceNow.
• Knowledge of PXE Boot/imaging and windows desktop deployments.
• Printer configuration (LDAP IP addressing etc)
• Basic server side tasks (file shares print management)
• Mobile Phone management

Travel & Work Arrangements/Requirements

Fully site based

Key Competencies

• Excellent communication at all levels both written and verbal.
• Self-motivated driven and able to work with minimum guidance.
• Customer facing with suitable soft skills to provide a first-class IT Service Delivery by telephone email and in person.
• Organised punctual and adaptable with the ability to multi-task and follow Procedures successfully.

What we Offer

• 25 Days Holiday 8 Bank Holidays (Option to purchase 5 days after probation period)
• 7% Employer Pension Contribution
• Westfield Health Medial Cash Plan Cover
• Death in Service Benefit of 4 x salary
• Cycle scheme (After probation period)
• Electric Car Scheme (After 1 year employment)
• 10% of salary in shares after 1 year of employment
• Costco Gold Company member allowing employees to join.
• Employee Assistance Program
• Enhanced Maternity & Paternity Policies

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