1st line Engineer

Job Description

Job Summary: This is a diverse, customer facing role providing both onsite and remote support to our network of 100+ depots, staff at the head office and our shipping customers. You will be working primarily within a ticket-based environmentsupporting a wide range of business applications. You will play a key role in incident management, procurement and deployment of hardware/software and owning the delivery of mini projects.The role will work within a team of 6 Support Analysts working a shift pattern from Mon-Fri 6AM - 2PM / 8AM - 4PM / 2PM - 10PM, Saturday from 6AM - 2PM / 8AM - 4PM and out of hours on-call once every 5 weeks. The role is based at our Cannock Head Officewith some flexibility to work from home. There is a requirement to travel to either of our two sortation centres in Cannock or Wolverhampton, sometimes at short notice to support business needs, therefore you will require your own transport and a driving licence.Responsible to: ITService Desk ManagerPerformance Standards:You will be expected to complete your duties in a professional manner and to a high standard. The successful candidate is expected to be polite and professional in approach and appearance. You must be confident working independently and have good communicationskills. At times you will need to be able to work to tight deadlines and prioritise your own workload accordingly. The successful candidate will be expected to be flexible and willing to put in the required hours to cover sickness, holiday and absences asrequired.Skills/requirements:

• Strong analytical and troubleshooting skills and the ability to pinpoint the root cause of problems across a diverse range of hardware and software technologies.
• Experience with Active Directory, Microsoft Office 365, Exchange Online and on premises environments.
• Demonstratable experience of working with Windows Server networks with a sound understanding of networking principles such as LAN’s, WAN’s, DHCP and DNS.
• A good understanding of GDPR, cyber security and best practices.
• An ability to prioritise and execute tasks in a high-pressure environment.
• Excellent communication and interpersonal skills with a "Can do" attitude
• Excellent customer service skills
• Ability to work alone using your own initiative and as part of a team, on projects of varying requirements
• Ability to pick up new technology independently by reading and understanding written material.

Advantageous requirements

• Exposure to the logistics business sector.
• Barcoding Systems (Handheld & Fixed)

Recognised ITIL qualification

• Any programming experience and familiarity with JSON and web API’s

Main duties:The main areas of responsibility and expectations for this role are as detailed below:

• Work as part of the IT Support team on a shift-based rota to provide 24 x 5.5 coverage including participation in an out of hours
• Investigation of all hardware / application related incidents, diagnosis and resolution applying standard fixes or workarounds.
• Escalation of incidents to appropriate internal and external teams where necessary and following through to resolution.
• Working collaboratively with internal and external teams to support all departmental project initiatives.
• Contributing written material, processes and procedures to the to the internal knowledge base.
• Managing the lifecycle of all hardware and software assets
• Assist customers with IT integration queries
• General IT administration duties - file, folder, print and user maintenance
• Maintaining the hardware and software estate ensuring devices are kept up to date.
• Any other duties that the position may require
• Effective communication to all levels - written and verbal

As a member of the IT Support Team, the following would be expected:

• Demonstrate a high level of professionalism when dealing with senior management, customers, and suppliers.
• Excellent problem-solving skills. Willingness to learn, explore new ideas and innovate.
• Excellent attention to detail, A proactive, flexible and adaptable approach.
• Be confident and capable of participating in multiple active projects in parallel.
• Any other relevant duties as the position requires.