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IT User Support

Posted 4 January by Webrecruit Ended
IT User Support
Hindlow, Buxton
£Excellent/Competitive DOE

Lhoist are a successful, international Belgian company that has several sites in the UK. As a manufacturer of high quality lime and dolomitic lime products, we deliver to a widening worldwide market.

Reports to:

Local Designated Manager - Hindlow
Regional Infrastructure & Operations Manager - European IT

Functions Overview:

The IT User support performs analysis and evaluates all aspects of systems across Lhoist locations as required. They also handle operations, deliver first- and second- level support and participates in projects related to the infrastructure and network in line with the I&O guidelines.

Infrastructure covers:

Server infrastructure:
- Server, Server virtualization (VMWare) Storage, SAN, NAS: 1st level support to the local infrastructure and operation
- Data Backup: Monitoring Data Backup and Resolving backup problems
- Physical & Logical Data security, Antivirus: install antivirus on client computers and servers. Provide 1st level support. Escalate issues to Group IT Security Administrator

User Devices:
- Desktops, Laptops and Network Computers: install computers using System Center, Configuration Manager and Active directory tools
- Provide 1st level support. Manage and process computer lifecycle
- …and for all associated devices: provide user support

Global applications:

- Microsoft Outlook: Install Microsoft Outlook on client computers. Provide 1st level user support for training and user authorisations. Collaborate with Group IT for Exchange issues and requests
- Microsoft Office: provide 1st level user support - installation, configuration, user training
- Microsoft Active Directory: use the AD tools to manage users and devices, assign authorisations, install SW packages
- …and all other user-devices/software: provide support

Data Centres infrastructure:

- Manage local data center infrastructure (maintenance of racks, air conditioning functioning, Power supply and UPS verification and testing)

Network covers:

- Voice and data communications networks: Provide 1st level support. Escalate issues to 2nd level and help with problem resolution. Help the 2nd level with new implementation and replacement. Collaborate with external service providers
- Internet access: manage local internet providers. Ensure proper connection with the Lhoist network environment
- Local area networks and Wireless networks: Provide 1st level support. Escalate issues to 2nd level and help with problem resolution. Help the 2nd level with new implementation and replacement. Collaborate with external service provider
- Communications with remote enterprise locations
- Mobile users: 1st level support

Operation includes all tasks ensuring systems high availability & performances:

- Regular & recurrent operations (data backup, data cleaning, …)
- Proactive monitoring
- Problem solving
- Capacity planning

Major Responsibilities:

- Provide 1st level support to our user community
- Assist in implementing and managing the infrastructure components where applicable
- Perform necessary investigation, analysis and evaluation to determine project feasibility
- Help to develop project cost and benefit estimates
- Perform installation and testing of software products
- Identify potential areas where existing policies and procedures require change
- Work autonomously

Successful candidates will possess a proven track record in Desktop and Server support in addition to:

- 1st line Support, installations, upgrades, migrations, configurations and troubleshooting
- Major systems implementation experience
- Understanding project management and control
- Experience in IT projects with:
- IT operations experience and Help Desk
- Supporting users through "ITIL" like procedures
- Experience in a global business environment is preferred

We will be looking for a combination of the following skills:

- Windows 7
- Server support knowledge for MS Server 2012 and 2016, Virtualization VMWare knowledge
- Network, Data Centre, User Device and associated technologies and software knowledge
- Backup and Storage knowledge- knowledge of VEEAM backup software is an advantage
- SCCM is advantageous although not essential
- Experienced in MS Office 2010 and 2016
- Experience of using call logging software

Relationships:

- Within the business, contact with users during project execution and for trouble shooting in support mode
- Within IT, routine contact is required with the various components of the IT organization and with technology vendors and providers
- Within IT, persuading and influencing senior management
- Single point of contact for all day to day IT issues - 4 UK sites
- Single point of contact for all IT projects

Supervision:

Number of positions directly supervised: external contractors

Educational Qualifications

Degree in Information Technology or related discipline

Professional Experience

- Familiar with state-of-the-art technology
- Major systems development and implementation experience
- Understand project management and control
- Experience in IT projects with:
- Demonstrated competency in IT operations experience and Help Desk (2)
- Gained experience in supporting users thru "ITIL" like procedures (3)
- Experience in a global business environment preferred

Technical skills

- Strong Server, Network, Data Centre, User Device and associated technologies and software knowledge (see function overview)
- Experience of using call logging software
- Possess basic business solutions knowledge

To apply for the role of IT User Support, ple

Reference: 34136056

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