We are seeking a proactive and technically proficient IT Support Specialist to join our IT Service Delivery team in Craigavon. In this hands-on role, you will deliver 1st, 2nd, and occasional 3rd line support across the organisation. As part of a distributed team of seven technicians across Europe, you will play a crucial role in ensuring the smooth operation, performance, and security of our IT systems.
This role involves supporting end users, managing IT assets, maintaining infrastructure, and contributing to a wide range of IT projects. Travel across multiple locations may be required; therefore, a valid, clean driving licence and valid up to date passport are essential.
Duties and Responsibilities
Provide timely and professional 1st and 2nd line user support, both onsite and remotely.
Escalate and assist with 3rd line support, including advanced troubleshooting and 3rd party vendor co-ordination.
Administer and support Microsoft 365 applications (Exchange Online, SharePoint, Teams, OneDrive).
Manage and maintain Windows 11 desktops/laptops and Apple iOS devices (iPhones, iPads).
Support device enrolment and compliance using Microsoft Entra ID and Intune.
Log and manage incidents via the EasyVista helpdesk system, ensuring accurate documentation and timely resolution.
Maintain efficient vendor relationships and assist with third-party contract negotiations.
Contribute to IT asset management, procurement, and lifecycle tracking from acquisition through disposal.
Participate in the delivery of IT projects, including hardware rollouts, software deployments, and infrastructure improvements.
Liaise with third-party vendors and service providers to ensure effective support and timely resolution of issues.
Support mobile device management initiatives and provide end-user training as required.
Ensure all IT processes comply with internal policies and industry standards.
Assist in the implementation and rollout of new technology solutions.
Scale & Scope of the role
Primary support for UK and Ireland users over 5 locations (200 users with 75 remote)
Secondary support for the rest of Europe (600 users, 150 remote)
Familiarity with IT helpdesk/ticketing systems (EasyVista)
Flexibility required for out of hours contact, call out and short notice travel within the UK and, to a lesser extent, across the European region for helping and assisting with projects
Standard applications: Windows 11 with Microsoft 365, Oracle JD Edwards & various cloud services
Hardware: Dell desktops, laptops & IBM servers, CNC machines, Logitech conferencing systems, printers
Telecommunications: MS Teams Telephony, cell carriers, Logitech audio-video conferencing systems
Network: Cisco, FortiGate and SD-WAN (basic understanding of networking)
Working in a team of 7 technical support specialists in Europe
Knowledge, Skills, Experience
Essential
Proficiency with Microsoft 365 applications
Knowledge of Microsoft Entra and Intune
Experience working with Apple iOS
Basic knowledge of network structures
Excellent problem-solving skills
Structured approach to work
User‑friendly and approachable
Ability to work unsupervised
Flexibility with call out and travel
Clean driving licence and up-to-date valid passport
Desirable
3 years’ experience of working within a technical support/service delivery or similar function
Basic knowledge of PowerShell scripting
Appropriate certifications, e.g. Microsoft MCP/MCSA/MD-102; CCNA, CompTIA A+/Network+ and ITIL foundation are a plus
Background in IT, computer science, or business information technology
Competency Profile
Adhering to Company Principles and Core Values
Applying Expertise and Technologies
Creating & Innovating
Delivering Results and Meeting Customer Expectations
Providing prompt solution and implementing on the spot fixes
Capable of effectively working with all levels of staff, from factory floor personnel to executive leadership
