IT Service Desk Technician – 1st Line
Company Profile
80 years and countless innovations later, JCB is the world’s largest privately-owned manufacturer of construction and agricultural equipment. At 22 plants spanning four continents—and countries including the United States, the United Kingdom, India and Brazil—JCB manufactures a range of more than 300 products including Loadall telescopic handlers, backhoe loaders, excavators, wheel loaders, compact excavators, skid steer loaders, compact track loaders, Access aerial work platforms, rough terrain forklifts, and Fastrac tractors.
JCB people are at the heart of our business and as a family-owned business we answer to our customers, not a group of shareholders. That freedom allows us to concentrate on developing the latest technologies and incorporating them into our equipment. We focus on what our customer needs on the jobsite – a machine that holds up in the toughest environment and increases their productivity.
At JCB, we stand behind our products – and our name.
Position Purpose
Responsible for providing front line IT support to users who contact the IT service desk via telephone, support ticket, as well as other methods. To quickly identify the cause of the issue being reported and follow established processes and SOPs (Where applicable). Escalate any tickets that cannot be resolved to the correct resolver group and notify team if the request is of an urgent nature.
Major Tasks, Responsibilities & Key Accountabilities
- Provide troubleshooting steps in order to resolve system problems and diagnose hardware and software faults either over the phone or in person.
- Processing of requests for Windows Login Accounts, VPN Accounts, IT Security requests.
- Resetting of account passwords following the Identity validation process for password resets.
- To be able to work in a busy team but still use own initiative to solve problems.
- Take ownership of issues and see them through to resolution, even when it might be out of the core role.
- To suggest improvements to any processes and challenge the status quo.
- Supporting Line Management in achieving set team objectives.
Minimum Qualifications
- Any IT related certifications
- Experience of 1st line support or working in a call centre
- Experience of a customer facing role either in person or over the phone.
- Any non-corporate or corporate IT experience.
Preferred Qualifications
- Proficient in the day-to-day usage of a Windows operating system.
- Understanding of basic IT Support principles.
- Working Knowledge of IT hardware.
- Working knowledge of installing software.
Knowledge, Skills, Abilities & Competencies
- Excellent written and verbal communication skills.
- Ability to follow instructions and read technical documentation.
- Windows Active Directory administration such as creating groups, creating user accounts, modifying accounts and moving accounts.
- Apple Mac Experience.
- Windows 11 troubleshooting.
- Microsoft 365 Management, (Azure, Intune, Teams, Exchange, SharePoint, OneDrive, + Office applications).
- Ability to be able to multi-task and prioritise multiple tasks.
- Basic SCCM knowledge.
- Ability to explain technical problems in a non-technical way to end users with limited IT knowledge.
- Growth mindset
Job Conditions
- Both office environment and occasionally manufacturing/factory environment
- Subject to noise and temperature changes
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to:
- Sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
- The employee is occasionally required to stand and walk.
- The employee must frequently lift and/or move up to 10 pounds.
- Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.
JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED.
JCB Inc. is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at https://www.jcb.com/en-gb/about/careers.
Disclaimer: This job description is general in nature and is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
JobFamily
Information Technology
PayType
Salary