IT Field Service Support Engineer – UK South

Department – IT

Line Manager – Desktop Support Manager / Head of Global IT Support

Company – Howden Group Services

Location – Southeast – Southwest

Role Definition

IT Field Service Support Engineer required to provide onsite technical support across our UK South regional office locations

Key Responsibilities / Accountabilities

• 2nd line Desktop Support to employees across our Group and HUK&I locations in the South of England
• Deliver onsite support for hardware, software, printers and mobile devices
• Ad hoc executive support to senior management and VVIP’s
• Collect, deliver, and deploy IT hardware across Group & HUK&I offices across the South
• Managing tickets via service management tool ServiceNow ITSM
• Assist in supporting on-site hardware refreshes, deployments, and technology rollouts
• Assisting IT team members with difficult or reoccurring incidents and issues
• Support office openings, acquisitions, integrations and relocation activities from an IT perspective
• Advanced troubleshooting and root cause analysis
• Liaising with and delegating tasks to relevant teams for escalation
• Basic network troubleshooting
• Owning unresolved Issues and Liaising/delegating tasks to relevant teams.
• Maintain deployment schedules, site visit plans, and inventory records
• Active Directory Users and Computer administration
• Windows 11 Support
• Participate in ad-hoc support requests, Desk moves, Desk side support
• Using IT tools for troubleshooting and for fixing issues; Active Directory, Office365, Mimecast, Intune, SCCM, Tanium, Azure
• Supporting the business outside of core business hours as/when necessary inc weekends.

Skills and abilities needed to perform role

• An understanding of the importance of excellent customer service and a “can do” attitude
• Excellent communication skills, both written and verbal
• The ability to interact confidently with clients and colleagues
• The ability to thrive in a team environment
• The ability to work independently with minimal supervision
• The ability to think logically
• Strong interpersonal skills
• Strong prioritisation skills and ability to follow process
• Patience and empathy when dealing with customers and colleagues
• Effective problem-solving skills based on clear reasoning and sound rationale
• Tactful, diplomatic and able to thrive in an ever-changing environment
• Ability to work pro-actively, under pressure and independently with minimal direction
• A good understanding of mobile devices, such as Apple smartphones and tablets
• Strong background in Microsoft Office
• Strong background in Windows
• Familiarity and comfort in using web conferencing and collaboration tools and applications such as Microsoft Teams, Zoom, Webex etc.

Knowledge and Experience

• IT industry experience
• Microsoft Windows 11
• Active Directory
• CoreView
• Microsoft Exchange
• Office365
• Mimecast
• Microsoft Teams
• Apple Business Manager
• Zoom
• SCCM
• ITIL Best Practice
• Remote Support Tools
• Incident, Request, Problem and Change Management
• Knowledge of administrative and clerical procedures

Compliance and Regulatory Responsibilities

• To remain compliant with FCA requirements at all times
• To obtain appropriate approvals to ensure compliance with company policy, procedures and regulatory requirements/rules, with regards to data protection, money laundering, etc.
• To share ideas, best practice and other information within the team
• Ensure that own performance, HR and T&C records are up to date and meet the Company’s requirements
• Maintain accurate records and deal with correspondence appropriately

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