Technical Support Engineer

Job description

We are looking for a Technical Support Engineer to manage and support all IT Services and infrastructures across multiple sites in a diverse geographical location – based from and supporting our Uxbridge Head office, you’ll also be covering our sites in Heathrow, Greenford and Thatcham and surrounding areas.

Your Role

Our IT department supports Kuehne + Nagel nationally and is critical in keeping our business moving. As a Technical Support Engineer, you’ll offer a dynamic approach in a proactive-reactive service oriented environment. The role is for the most part primarily focused on the provision of proficient 1st to 3rd level technical support, covering the support of areas such as (but not limited to) comms cabinet management; client devices (hardware/software/OS); WAN; LAN; telephony; WLAN; servers; compliance (AV/WSUS); power (UPS/ATS etc); all within wider Corporate governance. As such the role requires an acute technical awareness, demonstrating a keen ability to embrace emerging and proven technologies whilst at the same time retaining an understanding of legacy systems and their subsequent dependencies within Kuehne + Nagel.

Your Responsibilities

·  To provide technical support and guidance on all supported systems and to ensure that systems availability is maintained in accordance with established service levels.
·  Management and ongoing updating of TOPdesk call queues in accordance with agreed SLAs.
·  To work collaboratively across the UK and Corporate IT departments to share the required knowledge and tools to enable the business to function. You will play an active role in supporting the user base, team members and colleagues.
·  To engage in full with all of the ITIL Service Improvement Processes and procedures ongoing in the region and provide support where necessary to assist the Technical Projects team with IT Infrastructure project deployments.
·  Adherence to Kuehne + Nagel IT standards, including highlighting any discrepancies; hardware related issues or possible service improvements. This includes highlighting of legacy or incompliant hardware/software.
·  Ongoing maintenance of support documentation for sites/solutions covered by the role.
·  To liaise with hardware/software vendors with a view to resolving third-party systems issues.
·  Resolution of compliance related issues in a timely manner, including (but not limited to) anti-virus; WSUS; OS upgrades and device encryption.

Your Skills and Experiences

·  Demonstrable experience in a similar environment is expected.
·  Knowledge of standard client device support and configuration including those which are used in non-administrative business operational environments and knowledge of standard service systems device support and configuration, including data and systems recovery.
·  An understanding of modern network topologies and technologies including commercial telephony systems as well as fundamental awareness of hardware and software security tools; including RF/Wireless device lockdown; patch management and endpoint analysis.
·  Knowledge of current standard applications and specific IT Infrastructure application support processes required to enable the business function.
·  Strong communication skills at all levels and a strong customer focus – see the customer (user) as a priority.

Good Reasons to Join

In return for your commitment, we can offer you a fantastic opportunity within a team that supports and services our business and our people on a daily basis. We offer a competitive salary, 23 days holiday plus bank holidays (rising to 25 after 5 years’ service). In addition, we offer a contributory pension plan, private medical insurance and life assurance and our Route 2 Rewards scheme offers discounts and savings on a wide range of high street and internet goods and services.","datePosted":"2019-11-05T00:00:00.000Z