1st Line IT Support Engineer

· Support with fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks within Service Level Agreements

· Manage incident and service desk tickets through to resolution including knowing when to escalate to 2nd/3rd Line

· Management of Service Desk processes such as Joiners, Movers, Leavers, etc

· Ensure that the Service Desk delivers excellent Customer Service

· Identify and implement improvements to IT services, tools and processes administered and supported by Service Desk.

· Improve end user experience of technology within the group and drive initiatives to improve SLA performance of Service Desk deliverables

· Support the Service Desk team by providing guidance on analysis, troubleshooting and problem solving to help expedite resolution when escalating issues

· Encourage and facilitate training of users on platforms, technology and IT strategy for delivering excellent communication and understanding to staff members

· Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal with typical end user problems in a timely fashion

· Provide the team with feedback information regarding changes, maintenance, known problems and new services, to help coordinate team resources

(The above list is not exhaustive, and the post-holder may be asked to undertake such additional tasks as reasonably required))

Do you have experience in Windows?, · Candidates must have relevant IT experience supporting end users with exposure to the following environments.

· Azure and On-prem Active Directory administration

· Windows Deployment Services (WDS)

· Windows 10/11 OS

· Microsoft/Office365 User administration

· Understanding of LAN, WAN networking, TCP/IP principles, DNS and VPN concepts

· Experience of using an incident/request helpdesk management system * Maintaining Software and Hardware Asset Management

· Able to demonstrate key Fault Diagnosis/troubleshooting skills for user hardware and software problems.

· Must have the right to work in the UK

· Either an IT Graduate or a professional already working within the IT sector; candidates must have a clear background in IT.

Desired Qualifications:

· SharePoint Online

· Mobile Device Management MaaS360/InTune operating systems

Established in 1992, Cleshar Contract Services Limited is a well-established company and respected provider of Track, Civil Engineering, Construction, and maintenance services to the railway industry. At Cleshar, we employ over 1,400 people across multiple projects and disciplines, delivering the following rail services to provide a sustainable future for the rail industry and enhance the lives of people and their communities. Key areas we cover include, "Cleshar Contract Services Limited aims to create a working environment in which all individuals can make best use of their skills, free from harassment or discrimination, regardless of their age, gender, disability, gender re-assignment, sexual orientation, marital or civil partnership status, pregnancy and maternity, race, religion or belief, and in which all decisions are based on merit." Confidentiality In our modern world it is vitally important to protect people's data. We therefore remind you to keep updated with the organisations Privacy Policy available on the company website