1st & 2nd Line Support Engineer

Princes Group; Liverpool; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading FMCG business in Liverpool is seeking a 1st/2nd Line Support Engineer to join their team. This role involves providing IT support for desktop and business systems and liaising with both internal users and external service providers. The successful candidate will have a strong background in cloud systems, specifically Azure, and be expected to ensure effective service desk operations. This position offers a hybrid work model and involves various responsibilities including hardware management and user support.

Benefits

25 Days Annual Leave plus Birthday off

14.5% Pension

Flexible Holiday Option

Enhanced Family Friendly Policies

Critical Illness Cover

Learning & Development Opportunities

Qualifications

• Experience working in a Service Desk environment providing 1st/2nd Line IT Support.
• Familiarity with cloud systems, especially Azure.

Responsibilities

• Provide 1st and 2nd line support for IT Desktop and Business Systems.
• Liaise with users of IT systems and third-party service providers.
• Monitor incoming support requests and ensure timely resolution.
• Manage desktop hardware and software support and installations.
• Support business systems and provide out of hours support.

Skills

Exceptional Customer Service skills

Excellent problem-solving skills

Team player who is self‑motivated

Excellent attention to detail and accuracy

Strong organisational skills

Flexible and adaptable

Tools

Windows 11

Azure

SAP

Microsoft 365

Intune

Entra

Job description

Vacancy Name

1st/2nd Line Support Engineer

Employment Type

Permanent

Country

United Kingdom

Location

Liverpool

Business Area

Operations

Workplace Type

Hybrid

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.

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 a 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

• Support of Desktop Environment – 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.
• Support of Business Systems – 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.
• Infrastructure Support – 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

• 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

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 2022
• Entra administration
• Azure Virtual Desktop environment (or equivalent virtual desktop experience)
• Intune administration
• Microsoft 365
• Internet and basic network principles
• Basic understanding of SAP ERP
• ITIL foundation principles
• Understanding of security principles

Internal 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.

Skills

• 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

*Please note the internal job title is: Business System Support Analyst*

Apply today to be considered for this fantastic opportunity!