IT Service Desk Technician – 2nd 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
To support the JCB Group IT Service Desk in resolving 2nd Line Support tickets that have been escalated by the 1st Line Support team and the End User whilst providing world class customer service to all levels of the organization.
Major Tasks, Responsibilities & Key Accountabilities
- Evaluating, testing and deploying new hardware technologies and applications
- Working well within a busy team but also use own initiative where required.
- Travelling to other UK sites to provide technical support where required.
- To provide VIP Support to senior members of the organisation whilst ensuring a security first mindset.
- To be the technical lead in Projects that require IT Involvement and ensure wider team engagement where required.
- Resolve tickets that have been escalated from the 1st Line support team.
- Be a mentor and role model for the 1st Line Support team.
- Take ownership of problems outside of your role and “get things done” to ensure business needs are met.
- The support and troubleshooting of manufacturing machinery in regard to IT connection requirements.
Minimum Qualifications
- 3+ years of experience in a1st or 2nd line role.
- Excellent written and verbal communication skills, including conversing with non-technically minded individuals.
- Manufacturing or Corporate IT Experience
- Ability to get things done, in the right way
- You must also have a valid UK driving license and own transport.
- ITIL Certified
- Other IT Qualifications along with demonstrated experience.
Preferred Qualifications
- Advanced Windows 11 troubleshooting
- SCCM, Intune, Azure, Hardware and Software, Printers, Audio/Visual.
- Apple Mac OSX Experience / JAMF
- Office 365 Administration
- Infrastructure and Networking exposure
- Asset Management
- iPad and iPhone Management
- ITIL Certified (To at least foundation level)
Knowledge, Skills, Abilities & Competencies
- Advanced Windows 11 troubleshooting
- SCCM, Intune, Azure, Hardware and Software, Printers, Audio/Visual.
- Apple Mac OSX Experience / JAMF
- Office 365 Administration
- Infrastructure and Networking exposure
- Asset Management
- iPad and iPhone Management
- ITIL Certified (To at least foundation level)
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