Experience Inc. Jobs

IT 2nd Line Support Engineer

City/State

Location UK/Knutsford

Department IS - Service Delivery

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=8980)

ROLE TITLE: IT 2ndLine Support Engineer

FUNCTION: Support

REGION: IBHQ - CFO Office

REPORTING: IS Service Operations Manager

LOCATION: United Kingdom, Knutsford

COMPANY OVERVIEW

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

We pride ourselves on customer focus, solution quality and our great team. We are growing and diversifying and are looking for talented people who are passionate about what they do and want to contribute to the next phase in our company’s success.

ROLE PURPOSE

The IS EUC Support Analyst is responsible for resolving Incidents and fulfilling Service Requests. Ensuring that they follow predefined processes, procedures and guidelines to meet customer needs. Although the Desktop & Field Support Analyst will be designated a primary site, travel to branch offices will be required.

The IS EUC Support Analyst position is an exciting opportunity that has been created due to ongoing expansion of the Glory IS team. Working with best of breed technologies in a fast paced, vibrant working environment the position offers a great opportunity to build and develop new skills with opportunities to work abroad with colleagues on technology-based projects.

MAIN RESPONSIBILITIES

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

· Maintaining accurate hardware, software and licence data for all assets under their remit.

· Contributing to reporting statistics as required.

· Supporting projects as required.

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

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

· Working with Dell hardware 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.

REQUIRED EXPERIENCE AND QUALIFICATIONS

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

· Experience with Windows Server and MS Azure Suite.

· 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.

REQUIRED SKILLS AND COMPETENCIES

· Excellent Customer Service skills.

· Excellent troubleshooting capabilities.

· Good Technical mindset.

· Good attention to detail.

· Ability to take initiative and work unsupervised.

GLORY SPIRITS The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation - strive to create value for customersSelf-Starter- understand the objectives of your own work and are proactive in achieving goalsCollaboration- respect diversity and create a culture of collaboration to work with each other to achieve a common goalIntegrity -understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethicsOwn Growth- leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

Equal Opportunities

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.

Third Party Agencies Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf