IT Helpdesk Engineer

Bishop's Stortford, England, United Kingdom

12/5/2024

Description

IT Helpdesk Engineer

About Us:

Glanua is an industry leader in providing innovative and sustainable engineering solutions to design, build, operate and maintain critical water and wastewater infrastructure across Ireland and the UK. We are a trusted provider to the municipal and industrial sector where our clients include Ireland and the UK’s largest water utilities, Uisce Éireann (formally Irish Water), Thames Water, Yorkshire Water and Affinity Water.

Glanua is passionate about solving today’s environmental challenges and delivering a decarbonised and sustainable world. We know that to build successful creative teams we need a diverse workforce that can deliver new innovative ways of thinking. We provide an environment where you will have the freedom to develop and grow to your full potential. We champion our core values and uphold the highest standards of Safety and Well-being, Innovation, Integrity, Collaboration, Courage, Agility, Accountability, Diversity and Inclusion in everything we do.

We have a talented team of 450 people across Ireland and the UK and are rapidly expanding our workforce across several disciplines to meet our ambitious growth plans.

The Role:

The IT Helpdesk Engineer will form an important part of the company ICT Department. Based primarily at the Company HQ in Stansted, the IT Engineer will be responsible for providing competent and timely service and action in the configuration, deployment, maintenance and support of all Information & Communications Technology (ICT) hardware, software and networking infrastructure. The IT Helpdesk Engineer serves as the first point of contact for all IT-related issues, offering timely and efficient solutions while maintaining a high level of end-user satisfaction

Main Duties and Responsibilities:

Technical Support:

• Provide support for all IT-related issues including hardware, software, network, and peripheral devices.
• Respond to user inquiries via internal IT Helpdesk ticketing system, phone, email and log incidents accurately.
• Troubleshoot and resolve hardware and software problems for desktops, laptops, printers, and other peripherals.
• Assist with the installation, configuration, and upgrading of software and hardware as needed.
  
  
  

User Assistance:

• Guide users in the proper operation of computers, software applications, and other ICT equipment.
• Provide remote or in-person assistance to resolve technical issues quickly and effectively.
• Escalate complex issues to higher-level support teams, ensuring effective follow-up and resolution.
  
  
  

Network Support:

• Assist in diagnosing and resolving network connectivity issues, including LAN, WAN, Wi-Fi, and VPN problems.
• Support users with network access, including user account creation and password resets.
• Monitor system and network performance to ensure optimal operation.
  
  
  

System Maintenance:

• Perform routine maintenance on IT equipment, including software updates, patches, and hardware repairs.
• Maintain the organization's IT inventory, keeping records of hardware and software configurations.
• Ensure IT assets are properly managed, tracked, and secured in the centralized system.
  
  
  

Documentation and Reporting:

• Maintaining of up-to-date IT Asset Inventory
• Maintain detailed logs of support requests, incidents, and resolutions via the central helpdesk ticketing system.
• Document recurring issues and share findings with the IT team to improve system reliability and user experience.
• Create and update user guides and technical documentation for common problems and their solutions.
  
  
  

End-User Service:

• Provide excellent end-user service, ensuring that users are satisfied with the solutions provided.
• Communicate technical information clearly to non-technical users.
• Follow up with users to confirm that issues have been resolved and update the IT Helpdesk Ticketing System.
• Daily update of pending/open tickets and stick to agreed issue resolution SLA.
• Ability to remain calm and composed in high-pressure situations.
• Strong problem-solving abilities and attention to detail.
  
  
  

Knowledge, Skills and Experience:

• Strong knowledge of Windows operating systems.
• Experience working with Active Directory & Microsoft Exchange, SharePoint and Office 365.
• Basic networking knowledge (Wireless, TCP/IP, DNS, DHCP, VPN).
• Experience with IT support tools such as remote desktop applications, ticketing systems, and diagnostic tools.
  
  
  

Training and Development:

• Conduct basic IT/Security training sessions for staff, focusing on best practices and efficient use of IT resources.
• Stay updated on the latest IT trends, tools, and technologies to enhance support efficiency.
  
  
  

Organizational Skills:

• Ability to manage and prioritize multiple tasks effectively.
• Strong time-management skills with the ability to meet deadlines
  
  
  

Knowledge, Skills and Experience:

• Strong knowledge of Windows operating systems.
• Experience working with Active Directory & Microsoft Exchange, SharePoint and Office 365.
• Basic networking knowledge (Wireless, TCP/IP, DNS, DHCP, VPN).
• Experience with IT support tools such as remote desktop applications, ticketing systems, and diagnostic tools.
  
  
  

Qualification:

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• Professional Certifications such as CompTIA A+, Networking, Microsoft Certification, Azure, CCNA or ITIL are a plus.
• 2-3 years of experience in an ICT support or helpdesk role.
  
  
  

Salary

Negotiable