Atlas Copco UK Holdings

About Atlas Copco UK Holdings

IT Support Engineer In this role you will be responsible for handling two key deliveries: Desk Side Support: The local support for the end users. You are performing all task that cannot be managed remotely or require indepth technical knowledge, enable purchase activities, provide local guidance to the business. Business Unit specific support: The IT onsite support of production unit, customer centers and all non-desk side support. You will support the key business functions of the supply chains and ensure the right support model is engaged. Ensure disaster solution to mitigate Atlas Copco loss of revenue. Mission Provide full onsite/desk side and remote support to end users for all their IT issues, services and change requests for users in UK & Ireland. Additionally, he/she will also support remote users and other locations. Collaborate with the IT Manager in the management of the IT platform to keep the information systems in optimal operating condition. Ensure that all incidents and service requests coming into the Service Desk are handled correctly and promptly Take action on incidents which are approaching or have reached the point of breaching our service level agreements Support end users and deliver IT services in the areas MS Office/O365, MS Teams, ERP-system (BPCS & SAP), PC support, LAN and WAN, video- and web-conferencing, etc. Mobile devices and tablets support and management (Intune) including provisioning of hardware, plans and features Coordinate the acquisition of hardware and software Provide hands on support to our specialist team with server, network, and telephony infrastructure Advise customers and users on their IT needs and best practices Provide end user trainings and IT workshops Contribute to continuous improvement as implementing standards with the overall target to increase efficiency Manage and participate in projects as assigned Represents Atlas Copco IT as onsite person, for all IT needs of the customers Other duties and responsibilities as assigned You are able to travel when required up to 20% of the time. Keep IT assets updated Keep updated documentation about internal IT procedures, referring to Atlas Copco Way for standards policies/procedures Vendor Management for the IT area Properly escalate incidents to IT Manager and Regional End User Support teams according to the impact, severity and urgency Elaborate reports and statistics related to IT KPI fulfillment Participate in training to End Users in IT related areas Experience requirements Customer focused and business oriented You are able to work in a team as well as independently, to be proactive and to work with many tasks simultaneously You are analytical and enjoy solving problems in a complex environment Able to communicate with non-technical end users in a professional way Attention to detail, particularly when dealing with customers and their reported problems Willing to research, learn and find solutions and have the ability to quickly understand new technology and processes Able to work efficiently and effectively under high pressure in a fast pace environment Experience with IT best practice / ITIL; ITIL certification required Troubleshooting PC’s, laptops (preferably Dell experience) Mobile devices and tablets management/support - Intune ServiceNow helpdesk software Outlook 2016/Office 365 support Microsoft Office 2013/2016 support Windows server Experience with PC management software (remote SW installation, remote PC support, OS imaging, etc..), Altiris is an asset Networking, LAN/WAN - good knowledge of TCPIP, experience with VPN, Cisco HW experience is an asset VMWare basic maintenance knowledge Windows Server 2016 Administration (User and Printing services management) End user Hardware support knowledge Knowledge / Educational requirements University degree or equivalent competence gained through experience Fluency in English (oral and written is a must). Other languages are a plus ITIL Certified Start a journey towards something greater At Atlas Copco we believe in challenging the status quo, always looking for a better way. Our caring culture and leading-edge technology enable us to innovate for a sustainable future. With us you become part of a global community of passionate people making a tangible impact on people’s lives. We offer a wide range of interesting job roles and many opportunities to grow. This is where it begins – Join us at the Home of Industrial Ideas.

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Legal Form: Ltd

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