IS Support Engineer

Description

Key Responsibilities

• Using ITSM platform ServiceNow for the resolution of Level 2 Incidents and fulfilment of Service Requests within SLA.

• Installing, configuring, diagnosing, repairing, maintaining and upgrading of all IT hardware and supporting applications to ensure optimal performance whilst managing stakeholders’ expectations.

• Administration and support of Windows 10/11, MS Azure Suite including Entra, Defender, Autopilot etc., PatchMyPC, VMware, Office 365, RingCentral Cloud Telephony, Oracle JDEdwards and other Oracle cloud-based apps.

• Managing and maintaining accurate IT hardware, software and licence data for all assets under their remit.

• Working with vendors to ensure services and assets are available and delivered in a timely manner.

• Working with Dell hardware and peripherals including imaging and support of both onsite and remote field-based devices.

• Ordering, setup and support of Apple and Android devices.

• Administration of local Printer and Video conferencing solutions.

• Support of Infrastructure Management team to ensure server, communication, and infrastructure work is carried out, and hardware maintained.

• Testing and updating of local Disaster Recovery plans in line with business needs.

• Defining and executing improvement actions; documenting IT technical guides and contributing to reporting statistics as required.

• Supporting local, regional, and global IT and Information Security projects as required.

Skills, Knowledge & Expertise

• 3 years’ relevant experience in IT end user computing and infrastructure support.

• Experience with various version of Windows Desktop OS. Windows 10/11 qualified preferred.

• Experience with Windows Server, MS Azure Suite and file server management.

• Experience with O365, MS Intune including Entra and Defender, preferably qualified.

• ITIL Foundation preferred.

• Experience with Active Directory.

• Experience with Web Filtering solutions such as Cisco Umbrella.

• Knowledge of comms room daily management.

• Experience with typical desktop software (Bitlocker encryption, browsers, VPN)

• Knowledge of telecoms and unified communication solutions.

• Knowledge of network troubleshooting for PCs and peripherals, configurations management, DNS, DHCP and TCP/IP connectivity.

• Strong understanding of IT Service Management for Incident, Change and Configuration Management.

• Excellent Customer Service skills with proven ability to communicate effectively at all levels and manage stakeholders’ expectation.

• Excellent troubleshooting capabilities.

• Good Technical mindset.

• Strong analytical and problem-solving abilities, with good attention to details.

• Self-starter, ability to take initiative and work independently under minimal supervision.

• Self-starter, able to work independently under minimal supervision.

• Team player with collaborative mindset.

• Experience working in an MNC environment.

About GLORY

• Customer Delight. We put our customers first.
• Integrity. We do the right thing, always.
• Innovation. We embrace new challenges and share the future.
• Speed. We move fast, that’s how we stay ahead.
• Diversity & Respect. We value the strength in our differences.
• Teamwork. We succeed together.