Location: Scotland - Moodiesburn
Function: IT
Start of employment: ASAP

Creation date: 20 Dec 2018
Job Code: IT Support Engineer

IT Support Engineer

About us: 

Devro is a FTSE listed company and a global leader in the supply of collagen casings and films, used in a wide variety of sausages and other meat products.  Our operational reach is international with manufacturing facilities in Scotland, USA, Czech Republic, Netherlands, Australia and China, and a commercial presence in many more countries. We employ over 2,000 people worldwide whose skills and knowledge range from chemical and electrical engineering to food technology, manufacturing and everything in-between. 

About the role: 

We are currently looking for an IT Support Engineer to join the IT team. The purpose of this position is to provide excellent support and customer service to Devro stakeholders in regard to IT. You will be responsible for maximising the benefits of infrastructure investments made by Devro and minimising unplanned downtime. 

You will be required to process level 1 and level 2 tickets received directly into the service desk via telephone, email or other communication methods, resolving them within the set service level agreement and escalating complex level 3 tickets to colleagues based on the standard process. You will be required to pass regionally appropriate tickets to IT colleagues for best outcome. 

You will be responsible for commissioning/decommissioning of end user hardware such as client PCs, telephones and peripherals and will be required to undertaking training related to common problems to improve the percentage of tickets that can be successfully resolved at the service desk and at first response.

You will act as a local resource to the shared service centre infrastructure team in relation to changes, projects and troubleshooting and provide basic troubleshooting support and replacement of factory assets such as bar code printers and printers. Performing more detailed, non-scripted, troubleshooting will be required to more likely determine root cause of an incident and remediation.

You will be provided with training related to common problems to improve the percentage of tickets that can be successfully resolved at the service desk and at first response and will be expected to provide excellent levels of customer service to all service desk users at all times. You will be responsible for creating and maintain knowledge base documents relating to incidents processed by the service desk.

The ideal candidate will have a minimum of 2 years’ experience working on an IT service desk.  The role will involve both 1st and 2nd line support so technical and trouble-shooting experience is essential. Experience and knowledge is required in Microsoft client operating systems (Windows 7 and Windows 10), Microsoft Active Directory account administration, Microsoft Office suite, Microsoft Office 365 suite, Microsoft server operating systems and Apple iOS. Cisco, VMware and Avaya knowledge would be an advantage however it is not essential.

Exceptional communication skills are imperative within this role along with problem solving and client facing skills. You must have the ability to work well with others, to deadlines in a fast paced, busy environment. 

What next?

If this sounds like a role that you would be interested in and you are looking for your next exciting career challenge, then we would love to hear from you.  Please e-mail us a copy of your CV, along with a cover letter explaining the four or five key things that you could bring to the role.

In return we offer a varied, interesting and challenging workload, along with a competitive salary and attractive benefits package.

Apply now

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