IT Support Technician

Colas USA; Rugby; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading rail infrastructure provider based in Rugby is looking for an IT Support professional to handle day-to-day IT systems support. Responsibilities include assisting end users, managing service requests through ServiceNow, and supporting hardware, networking, and software. Success in this role requires strong problem-solving skills and familiarity with MDM solutions, cloud systems, and basic network administration. The company values diversity and promotes inclusivity in the workplace.

Benefits

Industry leading Life Assurance

Wellbeing Employee Assistant Programme

Eye Care Vouchers

Season Ticket Loan

Qualifications

• Ability to generate innovative solutions.
• Experience supporting cloud and on-premise IT systems.
• Good understanding of virtualization technologies.
• Familiarity with network patching and backup technologies.
• Experience in IT support in a railway environment is advantageous.

Responsibilities

• Support hardware and software for end users.
• Log and manage calls through ServiceNow.
• Perform basic server tasks.
• Ensure prompt communication during outages.
• Support documentation and change management activities.

Skills

Problem solving

IT support

ServiceNow

Active Directory knowledge

MDM solutions

Documentation skills

Networking UDP/IP

Tools

ServiceNow

Windows 10

Office 365

Hyper-V

Veeam

Job description

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At Colas Rail, differences matter. Join a team where being your authentic self is respected, encouraged, and vital to our success. At Colas Rail you'll be at home. You'll be welcomed into an inclusive team where there's a role for every talent and a close‑knit, familial culture. You will also get the opportunity to help us transform transportation, set new standards, and dare to be different.

This is true because...

• We value everyone as part of the same team.
• We treat everyone as equals - and everyone is approachable, from the CEO down.
• We put you in control of your career to lead and grow in any way you want.
• We have a culture of care, from safe working environments to diversity and inclusion.
• We're renowned for innovation, adopting new ideas, and daring to be different.
• We are building a more sustainable future and our projects impact infrastructure for generations.

About Us

Step into the world of Colas Rail, where a century of expertise merges with a daring spirit to shape the future of rail infrastructure.

At Colas Rail, we deliver transport solutions for sustainable mobility. We are a leading rail infrastructure business with on track plant and freight capabilities. As a subsidiary of the Colas Group, we are part of over a hundred years' experience in delivering major innovations across our sector. Every day, thousands of trains run on tracks built, designed, or maintained by Colas Rail.

Leading by our Values

Our values, Respect, Commitment, Pioneering and Sharing are at the heart of everything we do. These values feed into our main strategies and accompany us daily in realising our ambitions.

We Respect our employees, celebrate diversity and foster a culture of safety, care and respect for everyone we interact with. We care about our employee’s wellbeing and create an environment of inclusivity and support.

We Commit by showing up wholeheartedly. When we commit together, we invest in everyone’s success. We invest in our customers, our teams and our colleagues, and we lead with safety, integrity, passion, purpose, ethics and transparency.

We Share as we all hold knowledge that could and should be shared, enabling us to grow and making us a strong collective. We have a passion for excellence, celebrating achievements and nurturing talent.

We Pioneer to push boundaries, imagine what does not yet exist and dare to do what others do not. We innovate with ambition, and we find solutions.

Even if you don't meet every requirement, please don't rule yourself out, we still encourage you to apply if your skills, values, and experience align to the role.

Purpose of the Role

The role entails the day‑to‑day support of the company’s IT systems and its users. The role involves prompt resolving of incidents and service requests raised via the ServiceNow helpdesk system remotely or by attending site. Regular UK wide site visits are also expected as part of this role.

Person Specification

• Able to generate innovative solutions in work situations
• Utilize all work based opportunities to develop and progress within job role
• A proven ability to work independently using your initiative
• Experience in supporting on premise and, cloud and SAAS based IT systems
• Good knowledge of supporting MDM solutions such as Airwatch, Intune etc.
• Knowledge of Active Directory (AD)
• Good understanding of Virtual platforms (VMware, Hyper‑V)
• Good understanding of backup technologies (‘Veeam)
• Experience in using ServiceNow
• Experience of IT support in a Railway environment is advantageous
• Experience of resolving network issues and an understanding of TCP/IP
• Documentation and regular updating of procedures and processes and change management
• Experiencing using and supporting Powerapps based products
• Good Documentation skills for regular updating of procedures, processes, change management, and Project updates
• Ability to drive (For site visits) is also essential for this role.

Key Responsibilities

Support of:

• End users – Locally & remote
• Hardware – Laptops & desktops
• Printers, Plotters, Scanners & MFD’s
• Software – Windows 10, Office 2016, Office 365 etc.
• Networking - LAN switches & Wi‑Fi

Call logging & Asset Management

• Call logging, update and resolution
• Maintain asset records including prompt uploading/emailing of delivery notes
• Make sure appropriate forms are completed
• Provide tech desk cover when necessary

Administration of:

• Basic server tasks
• Build/Restore Laptops, PCs, Smartphones & Tablets
• Smartphones & Tablets via MDM
• Install Printers & Plotters
• Basic network switch admin
• Network Patching
• Software Server & Desktop Applications and Services
• General monitoring
• Communicate Cyber Security Awareness and prompt escalations/resolution of incidents relating to Cyber Security
• Documentation and regular updating of Project updates, procedures, processes and change management
• Prompt Communication and escalations/progress updates of unplanned and planned outages, notices to all customers who are impacted and keep relevant group informed until the matter is resolved
• Business continuity testing
• As you will expect the organisation may change from time to time and you will be expected to meet the operational requirements.
• Any other reasonable duties as required from time to time

What We Offer

• Industry leading Life Assurance

• Wellbeing Employee Assistant Programme

• Eye Care Vouchers

• Season Ticket Loan

We are committed to fostering an inclusive and diverse workplace. We believe that diversity drives innovation and creativity, and we actively seek to create an environment where everyone feels welcome, heard, valued and respected. Regardless of background, disability, age, race, religion or gender, everyone is welcome at Colas Rail.

We strive to promote equity and eliminate discrimination, actively seeking to create a workforce reflective of communities we serve. We welcome applicants from all backgrounds, offering flexible and inclusive adjustments to the interview process.

As part of a positive action drive to address under‑representation we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.

We are proudly part of the Disability Confidence Scheme, and as such we operate a Guaranteed Interview Scheme if you meet the minimum requirements.

On joining Colas Rail you’ll have access to our growing Employee Network Groups including Railbow (representing the LGBTQ+ community), BeyonDisability (representing those with disabilities) and Cross Culture (representing people from ethnic backgrounds). Everyone is welcome to join our network groups whether you are part of the community or an ally.

Work life balance is important to us; flexible working options are available where feasible and dependant on the role. Please discuss this during the interview process.

Join us in making a positive impact! Apply and be part of a team that values diversity and embraces unique perspectives.

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