IT Support Engineer (1st -3rd Line Support)

Hours: Full-time, 37.50 per week
Contract Type: Permanent
Location: Plymouth
Salary: £30,000 - £35,000 (Dependant on experience)

Join one of the biggest and most respected national e-commerce successes in our industry. Cmostores.com is an online supplier of building materials, sold across multiple specialist e-commerce stores. We are seeking a self-motivated, organised, experiences and high performing IT Support Engineer to join our team based at our head office in Plymouth.

The IT support engineer will be driven and able to tackle technical problems logically and resourcefully. Working with the IT department and our communications partners they will report into the Group Technology Director. The IT Support Engineer will be responsible for ensuring all team members always have reliable optimised systems.

Requirements

General day to day duties can include, but are not limited to, managing IT support enquiries in a pleasant and helpful manner, being the first point of contact for escalated issues, raising and logging issues appropriately, providing feedback and support, working across the business.

Key Responsibilities:

• Providing support on a range of software and technical issues via phone, email, remotely and in person for devices, applications and network.
• Working through a range of 1st to 3rd line assigned tickets from triage, from beginning to resolution within SLA’s
• Escalating more complex incidents to 3rd line or service providers, as required.
• Providing remote & in person support for client networks and applications.
• Configuration & deployment of new users & equipment for office and remote users, with supporting IT kit deployed (for example: - laptop bag, power cables, connecting cables)
• Proactive network monitoring of alarms and alert for our sites network from various monitoring tools
• Build and deploy desktops, laptops and servers. You will be required to diagnose and repair software and hardware issues.
• Access Management - User account administration. You will be responsible for managing new users and leavers in active directory and other applications as required.
• Perform IT induction with new starters, including DSE assessment, to ensure they receive technical support from day one.
• Maintain various communications systems
• Asset Management of all IT equipment located across geographically diverse locations.
• Management and maintenance of all IT equipment stock levels
• Microsoft Administration including OS, Teams, Intune, Entra ID/Azure, Active Directory & 365/Defender
• Phone System/Applications Administration
• Conduct and maintain logs for daily checks on critical business objects (Backups, Servers, Network Equipment etc)
• Maintain asset tagging system (ensuring all equipment distributed to employees is recorded)
• Creating Standard Operating Procedure documents within the IT.
• You will assist in ensuring that all IT devices are suitably encrypted to ensure that all client data will be protected on any IT device. You may be required to assist with other areas of data security and matters relating to GDPR / Cyber Essentials / CE+.
• Work with the technology teams to develop and update policies and technical documentation
• Organise electrical safety checks on equipment.
• Stay up to date with the latest technology trends and advancements
• Participating with end user project work
• There would be requirement to travel to other sites within CMO groups warehouses and offices. (Darlington, Ipswich, Rugby)

Experience and Working Knowledge

• Strong experience with Microsoft Windows 10, Microsoft Office 365, Windows Server 2016/2019, Entra ID, Intune, PowerBI and SharePoint.
• Experience with Virtualisation technologies, such as VMware and Hyper -V
• Microsoft AAD / AD / DNS / DHCP / Group Policy, etc.
• Exposure to and good understanding of Information Security core principles; ITIL, ISO27001, Cyber-Essentials / CE+, Penetration tests and Vulnerability scans.
• Good understanding of network protocols along with Cisco, Ubiquiti and WatchGuard equipment. - Exposure with firewall configurations and VPNs.
• Application Management of cloud base packages such as Adobe Creative Cloud, Jira, Developer tools
• Exposure to VOIP systems and necessary LAN configuration such as COS/QOS. - Configure and troubleshoot complex networking scenarios.
• At least 3-5 years of extensive IT and technical experience.

Essential

• Ability to diagnose problems, perform repairs on IT assets, and provide support for a wide range of applications
• Customer focused and solution oriented
• Proven experience as 1st or 2nd Line Support Engineer or similar role
• Understanding of Microsoft products including Exchange, Intune, Azure, Defender, Active Directory, Microsoft Office 365 and Microsoft Desktop/Server environments
• Networking - Routers, Firewalls, Switches, and general troubleshooting.
• Excellent communication/ customer service skills and experience
• Time management – is proficient in planning, organising, and managing their workload to maximise their efficiency.
• Are reliable and responsive, who can put the needs of the client first.
• Ability to adapt to a range of responsibilities as needs arise
• Displays a willingness to make decisions; exhibit sound and accurate judgement and include appropriate people in the decision-making process

Desirable

• Experience of working for a multi-site organisation 
• Working knowledge of Apple technology

The Key accountabilities and responsibilities above are not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Cmostores.com is an equal opportunites employer

Benefits

• Employee Assistance Programme
• Reward Gateway (discount scheme)
• Cycle to work scheme
• On-site Parking
• Company Events
• Competitive Holiday Allowance