IT Support Engineer

Join Atlas Copco as an IT Support Engineer where you will play a crucial role in providing comprehensive IT support to end-users, ensuring the optimal functioning of information systems, and contributing to the efficiency and productivity of the organization. You will manage desk-side support, business unit-specific support, and collaborate with the IT Manager to uphold IT operations and standards. Your skills in problem-solving, communication, and technical expertise will contribute to the success of Atlas Copco IT initiatives and end-user satisfaction. You will report to the IT Manager UK & IRL.

Your role: 

• Deliver desk-side support to end-users, addressing tasks that require on-site attention or specialized technical knowledge.
• Provide business unit-specific support, particularly for production and customer centres, ensuring seamless IT operations to support key business functions.
• Collaborate with the IT Manager to manage the IT platform, maintaining information systems' optimal performance.
• Handle incoming incidents and service requests from the Service Desk promptly and accurately.
• Take proactive measures to prevent incidents from breaching service level agreements.
• Support end-users in various IT areas, including MS Office/O365, MS Teams, ERP systems, PC support, LAN/WAN, video/web conferencing, etc.
• Manage mobile devices and tablets (Intune), including hardware provisioning and management.
• Assist the specialist teams with End-user computing, server, network, and telephony infrastructure support.
• Offer guidance to customers and users on IT requirements and best practices.
• Conduct end-user training sessions and IT workshops.
• Contribute to continuous improvement by implementing standards to enhance efficiency.
• Participate in assigned projects and manage them effectively.
• Represent Atlas Copco IT on-site as the primary point of contact for IT-related customer needs.
• Maintain the Asset Management database in ServiceNow.
• Update documentation regarding internal IT procedures, following Atlas Copco standards.
• Manage vendor relationships in the IT area.
• Escalate incidents to the IT Manager and Regional End-User Support teams as appropriate.
• Generate reports and statistics related to IT KPI fulfilment.
• Engage in end-user IT training activities.

What we expect of you:

- Proficiency in troubleshooting PCs and laptops, preferably with Dell experience.

- Experience in mobile devices and tablet management/support, particularly with Intune (MDM).

- Familiarity with ServiceNow helpdesk software.

- Proficiency in Microsoft Office O365.

- Knowledge of PC management software (remote software installation, remote PC support, OS imaging, etc.), with SCCM experience as a bonus.

- Good understanding of Windows Server OS (Versions 2016 – 2019), with Azure experience being advantageous.

- Solid networking knowledge, including LAN/WAN, TCP/IP, VPN, and Cisco hardware familiarity.

- Proficient understanding of VMware vSphere Environments (ESX 6.x).

- Experience in supporting server hardware, including hypervisors, standalone servers, and SANs, with Dell hardware experience preferred.

- Effective communication skills, particularly when interacting with non-technical end-users.

- You have unrestricted right to work in the UK. 

- We are looking for a customer-centric, down-to-earth and dynamic person, a result-driven, radiant personality who leads by example. If you can rely on a keen, strategic mind and you enjoy building bridges and connections globally, we would love to hear from you. Please apply today and join our team!

Knowledge / Educational Requirements:

- University degree or equivalent competence gained through experience.

- Fluency in English (oral and written) is essential, with proficiency in other languages as a plus.

- ITIL Certified; experience with IT best practices and ITIL principles, ITIL certification desirable.

What you can expect of us:

- We offer a diverse working environment that is collaborative and aims to create a workplace where you will be valued, proud, empowered, respected, developed and rewarded.

- Training from day one, with at least 40 hours of training offered per year.

- An excellent benefits package – including a desirable pension scheme.

- A satisfying career – we are passionate about the development & progression of our employees and have high targets and objectives regarding equal opportunities and the promotion of females within our business.