Royal Enfield, Product Development
Department
Royal Enfield, Product Development
Role Description
Level One IT Support Technician
Location
London, UK
Purpose
- The opportunity has arisen for a Level One IT Support Technician to join the IT team looking to develop their skills and to support the development and delivery of Royal Enfield's fast evolving global IT operation.
- Dealing with queries from users you will help to solve any IT issues over the telephone, in person or using remote tools. Utilising your technical knowledge, you will be accustomed to installing and configuring desktop, laptop and mobile technology for internal users who may be located in the UK or overseas. Offering help in a friendly and professional manner, you will diagnose hardware and software problems, quickly resolving any issues to ensure minimum interruption for the service user. You will review the assignment of helpdesk tickets and ensure that priorities are dealt with promptly and efficiently, communicating any delays to the individual and working to rectify the technical problem. You will be working closely with members of the Global Service Desk Team located in India and also local IT support.
- With experience of providing 1st and/or 2nd line support, you will demonstrate knowledge of Microsoft Operating Systems, Google GSuite, and PC hardware. Experience of supporting CAD applications is also desirable. You will have excellent problem solving skills with the ability to troubleshoot issues and to quickly resolve problems.
- Combining technical proficiency with an ability to articulate IT concepts in a non-technical way is a key requirement for the post. There will also be opportunities to contribute to innovative and exciting projects as the IT service is redesigned to meet the future needs of the organisation.
- Flexibility is also key to the role as there will be the occasional requirement to work evenings and weekends to avoid service disruption. Occasional overseas travel will also be necessary. A valid UK driving license is also essential.
Key Responsibilities
- Diagnosing and solving hardware/software faults.
- In depth knowledge of Microsoft operating systems including Windows 7 and Windows 10.
- LAN networking principles, TCP/IP and associated protocols such as DHCP/DNS
- LAN networking principles, TCP/IP and associated protocols such as DHCP/DNS
- Google G Suite Apps support
- To provide a strong, well-coordinated link between our UK and India offices, working closely with the Global Support Desk Team.
- Use of remote support tools (LogMeIn) and Symphony Summit ITOM.
Collaboration
- IT Team
- All UK Tech Centre Staff
- Harris Performance & London employees
- Hardware/Software Suppliers
Functional Competencies
- Hardware/Software fault diagnosis - PTC CAD Applications
- Understanding of ITIL Framework - ITIL Foundation Certificate
- Microsoft Active Directory Administration, Group Policy - Microsoft Certification
- Deployment of new hardware
- Networking skills, DHCP/DNS - Cisco CCNA, Experience with Cisco Firepower firewall.
- IPT administration including handset configuration and deployment - Experience of Cisco CUCM and Cisco Unity Server
Behavioral Competencies
- Analysis and problem-solving skills
- Excellent customer service skills
- The ability to prioritise and manage tasks
- The ability to explain technical issues to non-technical users who may be located overseas.
- Ability to work alone and unsupervised
- Documentation and record keeping skills
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