Desktop Support Technician

Job Title: Desktop Support Technician

Location: Newcastle Upon Tyne, UK

About the Company:

IPS Corporation is a global, market-leading provider of solvent cements, adhesives, and specialized plumbing products. Founded in 1954 in Los Angeles, CA, IPS began by producing clear cement for laminating acrylic sheets for aircraft canopies. Today, IPS, with its three operating companies, has nine manufacturing plants and nine distribution centers supporting sales to a diverse set of end markets in 85 countries.

About the Role:

IPS Corporation is seeking a Desktop Support Technician to be part of the IT Shared Services team. This entry level role who will be responsible for onsite and remote IT support as directed by other Desktop Support Engineers and the IT Infrastructure & Operations Manager. The Technician will support end users with problem determination, problem/incident recording, resolution and escalation for supported products and services. These products and services include local networks, client/server systems, PC and laptops, desktop application software, peripheral devices, mobile phones, and other IT hardware and software.

Job Responsibilities:

• Provide first level contact and problem resolution for all users with low to medium complexity hardware, software, and applications problems. Resolve user-reported problems using available tools and following procedures and policies for the handling of support cases.
• Courteously obtain and convey concise problem information for external and internal users. Provide accurate and timely logging of problems and resolution of problems in the IPS Service Desk tool (Zendesk) based on Service Level Agreement (SLA).
• Act as a primary onsite liaison between customers and the global IT team and vendors to ensure accurate problem interpretation. Maintains communications with users during the problem resolution process.
• Escalate problems to other Desktop Engineers and/or IT leadership as appropriate.
• Install, modify, and repair computer hardware and software with superior customer service following standard work and instructions
• Maintain an in-depth knowledge of supported products and services.
• Train computer users as requested.
• Review and update desktop support documentation as assigned and recommend improvements to procedures
• 10% Travel

Qualifications

• 2+ years IT support/help desk experience; professional certification (e.g. A+ and/or Network+) preferred
• Previous Experience with the support and installation of:
• Microsoft Windows 10 or above
• Microsoft M365/O365
• Microsoft Windows Active Directory
• Experience in help desk and user support with demonstrated ability to effectively communicate by phone, in person and in writing
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
• Experience working in a Manufacturing environment is a plus
• Demonstrated analytical and troubleshooting skills
• Shows initiative and acts independently to resolve problems