Desktop Support Engineer - INEOS ENTERPRISES GROUP LIMITED : Job Details

This position supports INEOS Enterprises businesses, its users in all areas of IT operations across different locations. This position will focus on and be responsible for the planning, development, operations, maintenance and management of IT systems, applications - including IT project initiatives. Working hand in hand with Infrastructure & Application teams globally in a collaborative way, engaging with end users to resolve a wide range of IT related technical support issues, determining problems nature, diagnose hardware/software incidents, providing efficient & timely assistance, and maintaining strong customer relationships.

INEOS Enterprises businesses operate with IT support teams in a centralized model but in multiple locations. A key feature of this role is to collaborate effectively with both, technical support staff & the end users globally, while ensuring stable operations towards the businesses apps/tools, infra-network and hardware needs.

This role will work on multi-national, multi-site environment, and diverse businesses, requiring the candidate to adapt & work with different cultures, time zones, demands and priorities.

To ensure success in this role, the IT Client Services Support Engineer should have in-depth knowledge of business software and hardware systems, excellent troubleshooting skills, and high-level interpersonal skills, resolving IT Operational issues quickly and effectively, while maintaining a good relationship with the clients, hence delivering value to the business through technology.

It is expected that the role shall work effectively across businesses, cross functions & geographically dispersed teams this may require occasional travel.

Liaising with outsource partners & vendors ensuring contracted services, goods & systems are meeting business expectations.

Responsibilities:

Configure, install, reimage, and maintain (break-fix) PCs, desktop phones, peripheral devices, mobile phones, and other technologies in accordance with INEOS Enterprises standards. Perform hardware and software upgrades as required. First level support for all local hardware infrastructure as needed. Responsible for asset assignment and tracking of computing resources and licenses.

Resolve technical incidents that have been logged with the service desk application. Enter and update issues status when reported by the user. Adhere to ITIL framework during incident/problem (root cause analysis)/change management and to enable continual service improvement through service lifecycle.

Ensure the work is being performed within agreed service levels and in accordance with department guidelines. Assist other sites as required, ensuring a consistent support structure, and willingness to regional travel, if necessary.

Educate users on proper, effective, and efficient systems usage, train when assisting, and explain issues and solutions in a neat, understandable and accessible language to the users.

Ensure proper access is provided to users of systems. Adhere to governance guidelines at all times. Ensure all Group and Enterprise security initiatives, policies and procedures are implemented and followed fully across all businesses.

Assist with corporate project initiatives that will require onsite IT services and support. Types of projects would include tech refresh efforts, upgrades, and new technology rollouts.

Qualifications:

• Degree preferably in business informatics or an IT related discipline, including related fields, or have gained significant comparable knowledge through practical experience with focus on the full spectrum of desktop support
• Sound knowledge of IT infrastructure and application operations
• Strong service delivery and quality orientation
• ITIL framework & Service Desk best practices is desirable
• Hardware and Software Asset Management experience is a plus
• Bi-Lingual communication (English & other language) is a plus

Technical skills:

• OS, software, network and hardware troubleshooting, management & procurement Facilities management (e.g.: MFD/IDF, server room, backup) ? Fluency in Microsoft Office 365 products
• Technical support on-site (meeting with users) and/or via remote-access to install & configure systems/mobile devices, cloud services, diagnose software, network (VoIP, Wi-Fi, APs, printing & scanning), or PC (hardware/peripherals issues)
• Support of Active Directory and O365 users and groups administration
• Internet & Network Security (best practices, client firewall, VPN, anti-virus support)
• Proven processes to streamline support and implementations
• Software deployment (automation) is a plus
• PowerShell or other scripting knowledge is a plus
• General SAP user support is a plus
• Microsoft (MCSE/A), CISCO (CCNA) or ITIL (Foundation) certifications is advantageous