Windows Support Engineer - 3rd Line in Liverpool

To manage Incidents escalated from the Service Desk team by analysing and formulating practical resolutions to ensure IT systems availability, particularly IT systems which support the supply chain processes. To provide out of hours support for business critical systems, ensuring production and distribution of materials are not impacted and to be available for out of hour’s escalations from the Service Desk team. To provide guidance and support to the Service Desk Support Analysts and to transfer knowledge to this team ensuring the highest possible First Time Fix rate at the Service Desk. To assume key responsibility for the transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team. Working with the IT Delivery Manager – Operations to ensure the best possible service levels are provided to the business and encourage a professional and customer focused ethos within the Support teams. To liaise with all users of IT systems within the group and with third party service providers.

DIMENSIONS

Internal contacts will include members of the organisation at all levels, given the support element of the role. External contacts will include representatives from our key technology partners who provide equipment, service and support. These contacts will be for the resolution of day-to-day issues and escalations.

KEY RESPONSIBILITIES

• 2nd / 3rd Line Support of Princes IT Systems, managing incidents escalated from the Service Desk team covering all IT systems including commercial, manufacturing and logistical systems.
• Adherence to the Incident Management policy - accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress.
• Analyse Incidents, raise problems to find the root causes and implement resolutions following the change management process.
• Produce and analyse weekly/monthly security reports to ensure a secure environment, compliant with internal controls.
• Primary responsibility for the Problem Management process, analysing trends and reducing repeated Incidents and service outages through proactive Problem Management.
• Primary responsibility for the Change Management process, ensuring the change management process is followed within the team and services are maintained and outages are avoided.
• Liaise with Princes Business Analysts and third-party software and support providers to coordinate live systems application support.
• Provide an out of hours support service for business critical application users and be available for OOH escalations from the Service Desk team.
• Ensure the Senior Business Systems Support Supervisor is made aware of any potential escalations or outstanding issues.
• Adherence to Princes Internal IT Controls.

Service Transition and Knowledge Transfer

• Assume key responsibility for transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.
• Liaise with the PMO Office, IT Technical Delivery Team and Business Analysts in relation to new or updated Services and transition to live support following the Service Transition policy.
• Assume key responsibility for the evaluation, recommendation, implementation and management of new application requests which are not covered under project management to meet business needs.
• Transfer knowledge to the Service Desk team to enable them to effectively support new services.
• Identify gaps in support and process knowledge within the Service Desk team and provide training and documentation to ensure the highest possible First Time Fix rate at the Service Desk.

TECHNICAL REQUIREMENTS

• Excellent knowledge of Microsoft Technologies: Windows 10/11, Windows Server OS, Microsoft 365, Azure Services (e.g. Azure Virtual Desktop / MSIX Application Packaging), SCCM / Intune Management, VMware vSphere & Virtual Desktop Environments, Firewall Technologies, Email filtering solutions.
• Good knowledge of networking principles.
• Good understanding of ITIL framework.
• Desirable: Hands-on experience with firewalls (creating rules / troubleshooting issues via logs etc.), Hands-on experience with switch / router configuration & troubleshooting.

Key Behavioural Indicators

• Excellent customer service skills.
• Excellent written and verbal communication skills.
• Strong organisational skills with a logical, methodical and structured approach.
• Strong problem solving and analytical skills.
• Flexible and adaptable approach.
• Capable of working well under pressure.
• Appetite for continuous improvement and an attention to detail.
• Ability to work cross-functionally dealing with all levels of business employees from senior executives to shop floor operations.
• Full UK Driving Licence – Occasional travel to Princes UK sites will be required as part of this role.

Benefits

• 25 Days Annual Leave plus Birthday off.
• 14.5% Pension – 5% employee opt in / 9.5% employer.
• Hybrid & Flexible Working - 4 Days in Office / 1 Day WFH.
• Flexible Holiday Option - Buy 5 Additional Days.
• Enhanced Family Friendly & Carers Policies.
• Life Assurance Cover.
• Private Medical Insurance.
• Critical Illness Cover.
• Learning & Development Opportunities.

About Princes

The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.