IT Support - 2nd Line (End User Compute)

Job Description

Job Purpose: 

Ensure the secure and efficient operation of end user devices like laptops, phones and handheld devices. Implement and manage software patches promptly, configuring Microsoft Teams, InTune, Endpoint Configuration Manager and overseeing identity and access management.

Responsibilities:

• Respond promptly to incidents related to infrastructure and network reported through the Service Desk or monitoring systems.
• Assist 1st line support with provisioning end user computing devices such as laptops and phones according to in adherence to agreed service level agreements (SLAs).
• Diagnose and troubleshoot and resolve hardware and software issues, escalate complex or unresolved incidents to appropriate teams or third-party vendors.
• Implement and manage software patches for end user computing devices, ensuring security updates are applied promptly to mitigate vulnerabilities.
• Conduct regular reviews of outstanding vulnerability and patch management activities using tools such as Qualys and Microsoft InTune.
• Maintain configuration baselines for end user devices, ensuring compliance with organisational standards.
• Communicate effectively with end users, providing clear instructions and guidance on the use of end user computing devices.
• Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
• In addition to your primary support area, you may develop skills to support other areas of Service Delivery as defined and agreed with your manager, including local support tasks as required. You may also be required to perform Service Desk duties on occasion.

Qualifications

Essential:

• Strong understanding of incident triage, escalation, and troubleshooting hardware and software issues for end user devices.
• Effective communication and collaboration skills for technical support.
• Ability to prioritize and meet SLAs for issue resolution.
• Strong knowledge of Microsoft products in an enterprise environment.

Desirable:

• Experience managing AD user accounts and groups, using scripting languages like PowerShell.
• Commitment to ongoing technical learning and growth.
• Relevant certifications, including Endpoint Administrator, Administrator Expert, Teams Administrator, ITIL Foundation, CompTIA A+ and Security+

Pay Rate: $28/hr - $35.50/hr + Bonus  

#li-hybrid #HP

Additional Information

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.

Our purpose is Keeping the World Flowing for Future Generations.

For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.

Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.

Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.