1st/2nd Line Support Engineer in Liverpool

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 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.

Role Description

Princes Liverpool are recruiting an IT Service Desk Analyst 1st/2nd Line Support to join the team. This is an exciting opportunity to join one of the UK's leading FMCG businesses at a point of growth. Please note a Full UK Driving Licence is needed for this position as there would be visits to the UK sites a few times a year.

Purpose

To provide 1st and 2nd line support of the IT Desktop and Business Systems used within the Princes Group, as the first point of contact for end users. To provide rota’d out of hours support for business-critical systems. There is an on-call schedule which is split between the team and compensated for. 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.

Benefits

• 25 Days Annual Leave plus Birthday off
• 14.5% Pension – 5% employee opt in / 9.5% employer
• Flexible Holiday Option - Buy 5 Additional Days
• Enhanced Family Friendly & Carers Policies
• Critical Illness Cover
• Learning & Development Opportunities

Key Responsibilities

This involves the effective management of all user-based IT equipment, including Princes home users and third parties accessing IT systems remotely. The Business Systems Support Analyst’s primary role will be to ensure user requests are dealt with to agreed time scales through excellent communications methods. Adherence to the documented Incident Management policy - monitoring of incoming support requests, accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress. Desktop hardware and software support, upgrades and installations. Management of facilities for new starters and leavers. Co-ordinate activities with the support functions and key users at other Princes sites. Accurately perform the daily, weekly and monthly key system checks. Daily monitoring of various systems and issues highlighted to the relevant teams. Ensure all related documentation is kept up to date to enable support of systems by other members of the team. Adherence to Princes Internal IT Controls.

1st line support of Operational business systems used within our manufacturing and distribution sites. 1st and up to 2nd line support of Commercial business systems used within all sites. Liaise with Business Analysts and third party software and support providers to coordinate live systems application support. Provide a rota’d out of hours support service to business-critical application users.

First point of contact and responsibility for the timely resolution of server and communications related problems. The Business Systems Support Analyst will be required to investigate problems and handover support issues to 2nd Line Support / Operations Team where appropriate. Infrastructure responsibilities include: First line support of the Azure Virtual Desktop environment. Support and administration of Entra. Support and administration of Remote Access solutions. Support and administration of email and web filtering solutions.

Role Requirements

Please note a Full UK Driving Licence is needed for this position as there would be visits to the UK sites a few times a year.

The successful candidate will have experience of working within a Service Desk environment providing 1st/2nd Line IT Support within the business. You will have experience with cloud systems and ideally Azure and SAP experience. Business Systems Support Analyst will be expected to have experience in some but not all of the following areas. Specific skills are less important than a technical aptitude as appropriate training will be provided, specifically in Operational IT Systems. Windows 11 / Server. Entra administration. Azure Virtual Desktop environment (or equivalent virtual desktop experience). Intune administration. Microsoft Internet and basic network principles. Basic understanding of SAP ERP. ITIL foundation principles. Understanding of security principles.

• Exceptional Customer Service skills
• Excellent problem-solving skills
• Team player who is self-motivated
• Excellent attention to detail and accuracy
• Strong organisational skills with a logical, methodical and structured approach
• Flexible and adaptable

Apply today to be considered for this fantastic opportunity!