1st/2nd Line Helpdesk Engineer - Milton Keynes, Buckinghamshire, United Kingdom - Franchise Brands plc

Description

1st / 2nd Line Helpdesk EngineerFranchise BrandsLocation – Milton KeynesFull time permanent Salary £30K + benefitsHybrid (4 days out of 5 office based)

We are looking for an experienced 1st/2nd Line Support Engineer for our business, Franchise Brands.
Franchise Brands is an international, multi-brand franchisor focused on building market-leading businesses primarily via a franchise model.

The Group currently has a combined network of over 625 franchisees across seven brands in the UK, North America and Europe.

We own several market-leading brands with established trading histories:

Metro Rod, Metro Plumb, Willow Pumps, Filta, and more recently, Pirtek in Europe - all of which benefit from the Group's central support services, in particular; Franchise Support, National Sales / Account Management, Information Technology, Marketing, Finance, Recruitment and HR.What does it entail?This is a hybrid role, with presence required at our IT Head Office based in Milton Keynes.

Working as part of Franchise Brands IT Support team the role will include 1st point of contact and support of users throughout the group.

Mainly desktop support, but some server administration and hardware will be required. The role will support the entire group including office across the UK and Europe.


Key responsibilities and accountabilities:

Troubleshoot desktop, laptop and mobile problems, diagnose and solve hardware/software problemsProvisioning and supporting new computer and mobile hardwareIncident and problem management: Be a main point of contact and provide communications during major system issuesProvide exceptional service support to the businessProvide solution(s)/work around(s) to incidents and ProblemsContribute to polices, processes and proceduresInstall, maintain and support new applicationsWork to SLA thresholds for incident(s), request(s) and problem(s)Own and operate starters, leavers and movers processesTrend Analysis and review of logs, backups, patches and security alertsEstablishing a good working relationship with the business and 3rd party'sKeep up to date with advancements in technologyEntra ID account and Exchange online email managementWhat IT experience are we looking for?The ideal candidate will be customer service focused a keen interest in IT.

Training can be provided in areas needed.


Essential:

Experience in IT support of Microsoft productsStrong Customer Service skillsTeam playerFlexible and adaptable approachDesirable:Any Microsoft qualificationsPrevious support of international locationsKnowledge of helpdesk ticketing systemsEuropean spoken languagesHigh standard of incident managementAzure/Cloud knowledgeMicrosoft 365 suiteCyber security knowledgeMicrosoft Intune and DefenderBenefits25 days annual leave – plus bank holidays;Royal London, Company Pension;Group Life Assurance;Additional Paid Leave / Special Leave;Cycle to Work Scheme;Company Events;Laptop / Company Mobile;Hybrid Working / occasional homeworking;Travel subsidy / mileage;Free Eye Tests / Subsidy for Glasses;Electric Car Charging Points;Free Standard Parking;Employee Assistance Programme;Occupational Health Support;Employee Discounts Platform;Commitment to Career Progression, Training, Learning and Development.