IT Support Specialist

We are seeking a proactive and technically proficient IT Support Specialist to join our IT Service Delivery team in this hands-on role you will deliver 1st 2nd and occasional 3rd line support across the organisation. As part of a distributed team of seven technicians across Europe you will play a crucial role in ensuring the smooth operation performance and security of our IT systems.

This role involves supporting end users managing IT assets maintaining infrastructure and contributing to a wide range of IT projects. Travel across multiple locations may be required; therefore a valid clean driving licence and valid up to date passport are essential.

Duties and Responsibilities

• Provide timely and professional 1st and 2nd line user support both onsite and remotely.

• Escalate and assist with 3rd line support including advanced troubleshooting and 3rd party vendor co-ordination.

• Administer and support Microsoft 365 applications (Exchange Online SharePoint Teams OneDrive).

• Manage and maintain Windows 11 desktops/laptops and Apple iOS devices (iPhones iPads).

• Support device enrolment and compliance using Microsoft Entra ID and Intune.

• Log and manage incidents via the EasyVista helpdesk system ensuring accurate documentation and timely resolution.

• Maintain efficient vendor relationships and assist with third-party contract negotiations.

• Contribute to IT asset management procurement and lifecycle tracking from acquisition through disposal.

• Participate in the delivery of IT projects including hardware rollouts software deployments and infrastructure improvements.

• Liaise with third-party vendors and service providers to ensure effective support and timely resolution of issues.

• Support mobile device management initiatives and provide end-user training as required.

• Ensure all IT processes comply with internal policies and industry standards.

• Assist in the implementation and rollout of new technology solutions.

Scale & Scope of the role

• Primary support for UK and Ireland users over 5 locations (200 users with 75 remote)

• Secondary support for the rest of Europe (600 users 150 remote)

• Familiarity with IT helpdesk/ticketing systems (EasyVista)

• Flexibility required for out of hours contact call out and short notice travel within the UK and to a lesser extent across the European region for helping and assisting with projects

• Standard applications: Windows 11 with Microsoft 365 Oracle JD Edwards & various cloud services

• Hardware: Dell desktops laptops & IBM servers CNC machines Logitech conferencing systems printers

• Telecommunications: MS Teams Telephony cell carriers Logitech audio-video conferencing systems

• Network: Cisco FortiGate and SD-WAN (basic understanding of networking)

• Working in a team of 7 technical support specialists in Europe

Knowledge Skills Experience

Essential

• Proficiency with Microsoft 365 applications

• Knowledge of Microsoft Entra and Intune

• Experience working with Apple iOS

• Basic knowledge of network structures

• Excellent problem-solving skills

• Structured approach to work

• Userfriendly and approachable

• Ability to work unsupervised

• Flexibility with call out and travel

• Clean driving licence and up-to-date valid passport

Desirable

• 3 years experience of working within a technical support/service delivery or similar function

• Basic knowledge of PowerShell scripting

• Appropriate certifications e.g. Microsoft MCP/MCSA/MD-102; CCNA CompTIA A/Network and ITIL foundation are a plus

• Background in IT computer science or business information technology

Competency Profile

• Adhering to Company Principles and Core Values

• Applying Expertise and Technologies

• Creating & Innovating

• Delivering Results and Meeting Customer Expectations

• Providing prompt solution and implementing on the spot fixes

• Capable of effectively working with all levels of staff from factory floor personnel to executive leadership