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IT Support Engineer

Date of posting: Sep 19, 2024

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

You will report to the IT Manager UK & IRL.

Your role:

• Deliver desk-side support to end-users, addressing tasks that require on-site attention or specialized technical knowledge.
• Provide business unit-specific support, particularly for production and customer centres, ensuring seamless IT operations to support key business functions.
• Collaborate with the IT Manager to manage the IT platform, maintaining information systems' optimal performance.
• Handle incoming incidents and service requests from the Service Desk promptly and accurately.
• Take proactive measures to prevent incidents from breaching service level agreements.
• Support end-users in various IT areas, including MS Office/O365, MS Teams, ERP systems, PC support, LAN/WAN, video/web conferencing, etc.
• Manage mobile devices and tablets (Intune), including hardware provisioning and management.
• Assist the specialist teams with End-user computing, server, network, and telephony infrastructure support.
• Offer guidance to customers and users on IT requirements and best practices.
• Conduct end-user training sessions and IT workshops.
• Contribute to continuous improvement by implementing standards to enhance efficiency.
• Participate in assigned projects and manage them effectively.
• Represent Atlas Copco IT on-site as the primary point of contact for IT-related customer needs.
• Maintain the Asset Management database in Service Now.
• Update documentation regarding internal IT procedures, following Atlas Copco standards.
• Manage vendor relationships in the IT area.
• Escalate incidents to the IT Manager and Regional End-User Support teams as appropriate.
• Generate reports and statistics related to IT KPI fulfilment.
• Engage in end-user IT training activities.

What we expect of you:

• Proficiency in troubleshooting PCs and laptops, preferably with Dell experience.
• Experience in mobile devices and tablet management/support, particularly with Intune (MDM).
• Familiarity with Service Now helpdesk software.
• Proficiency in Microsoft Office O365.
• Knowledge of PC management software (remote software installation, remote PC support, OS imaging, etc.), with SCCM experience as a bonus.
• Good understanding of Windows Server OS (Versions 2016 – 2019), with Azure experience being advantageous.
• Solid networking knowledge, including LAN/WAN, TCP/IP, VPN, and Cisco hardware familiarity.
• Proficient understanding of VMware v Sphere Environments (ESX 6.x).
• Experience in supporting server hardware, including hypervisors, standalone servers, and SANs, with Dell hardware experience preferred.
• Effective communication skills, particularly when interacting with non-technical end-users.
• You have an unrestricted right to work in the UK.

Please apply today and join our team!

Knowledge / Educational Requirements:

• University degree or equivalent competence gained through experience.
• Fluency in English (oral and written) is essential, with proficiency in other languages as a plus.
• ITIL Certified; experience with IT best practices and ITIL principles, ITIL certification desirable.

Location: Sunderland, Tyne and Wear

What you can expect of us:

• We offer a diverse working environment that is collaborative and aims to create a workplace where you will be valued, proud, empowered, respected, developed and rewarded.
• Training from day one, with at least 40 hours of training offered per year.
• An excellent benefits package – including a desirable pension scheme.
• A satisfying career – we are passionate about the development & progression of our employees and have high targets and objectives regarding equal opportunities and the promotion of females within our business.

For the last 151 years, Atlas Copco remains the best-kept secret and has been the Home of Industrial Ideas. With sustainability at the forefront of everything we do, our tools and our people have changed the world for the better.

#LI-Onsite

Diverse by nature and inclusive by choice

Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.