IT Engineer - 1st Line in Preston - EFL (English Football League)

About The Role

Post Title: IT Engineer - 1st Line

Contract Type: Permanent

Workplace: EFL House, Preston with some travel

Reporting to: IT Service Delivery Manager

ABOUT THE ROLE

The IT Engineer – 1st Line will be responsible for the management of all cases by serving as thefirst point of contact for IT support within the EFL & EFL in the Community (EFLitC).They will answer and deal with day-to-day queries, escalating to the IT Service Delivery Manager/MSP for help & advice when required.

The role involves supporting and maintaining Microsoft 365 Solutions,troubleshooting; diagnosing and solving hardware & software problems on laptops and mobiles as well as our virtual desktop solution. They will also be expected to setup and configure hardware, resolving printer / scanner issues and identifying network connectivity issues.

KEY RESPONSIBILITIES

The successful candidate will be expected to take responsibility for all 1st line IT support with EFL and EFLitC

DAY TO DAY SUPPORT

Provide 1st line technical support to all staff in the first instance by phone; Teams; email or in-person
Ensure that all users IT needs and expectations are met and understood
Respond to enquiries from staff and help them resolve any hardware or software problems
To log all calls on the ITSM system and manage ticket queue, ensuring that all open tickets are up to date with relevant troubleshooting steps, keeping the relevant parties regularly updated with changes made, next steps and the next time an update will be provided
To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLAs
Achieve all assigned tasks on or before the agreed resolution date/time
Operational maintenance and support services, including, repairing broken desktops, laptops and equipment
Produce follow up actions and escalate as necessary within the business or to MSP for external technical support where problems cannot be resolved in house

IT SYSTEMS MANAGEMENT

Creating new users accounts, closing ex-employee accounts, resetting passwords, managing security / distribution groups, managing file & folder permissions, creating shared mailboxes and managing shared mailbox permissions
Order, set up and configure IT equipment as and when required by EFL and EFLitC employees and new starters
To ensure all Teams Room equipment in meeting rooms is always fully functioning
Using and troubleshooting Office365 applications
Keep all EFL and EFLitC devices complaint in EFL’s MDM platform
To take ownership of user problems and be proactive when dealing with user issues
Monitoring EFL IT estate and upgrading devices when required
To assist the IT Service Delivery Manager and Head of Business Operations with IT and Infrastructure projects and upgrades
Management of IT assets
Mobiles: Maintain records of mobile estate and setup mobiles on Intune MDM platform

About The Candidate

INDIVIDUAL CRITERIA

The successful candidate will be able to demonstrate the following knowledge, skills and attributes that apply to the role:

KNOWLEDGE & UNDERSTANDING

Knowledge and understanding of networking (LAN/WAN; DHCP; DNS)
Knowledge of Windows 11 Desktop Support
Understanding of firewall products/security
Knowledge of Microsoft Intune; Defender
Working knowledge of Apple macOS
Knowledge of PowerShell/MS Graph
Knowledge of office culture and best practice in supporting employees and colleagues

TECHNICAL SKILLS

Competency in managing Microsoft server technologies (use of Azure Virtual Desktop is advantageous)
Competency in Office 365 and associated applications
Demonstrable examples of training and supporting others
Proven understanding of disaster recovery
Competency in an IT support environment and involvement in technical aspects of support
Skill in troubleshooting Microsoft Office

ATTRIBUTES

Ability to create, manage and maintain excellent working relationships with internal and external stakeholders including the management of third-party vendors
Ability to demonstrate effective control and management of a number of cases at one time
Ability to support multiple sites including home based users
Excellent communication skills both verbal and written and an ability to communicate with users at all levels in a professional manner
An ability to contribute to promoting equality and diversity as part of the culture of the organisation
Lead by example by contributing to promoting the principles of the EFL and the values of EFLitC

About The Club

Formed in 1888, the English Football League (EFL) is the world’s original and oldest league football competition. With 72 Member Clubs, it is the largest single body of professional Clubs in European football and is responsible for administering and regulating the Sky Bet EFL, Carabao Cup, Bristol Street Motors Trophy and youth and reserve football.

A vital part of sporting life, both in the UK and across the globe, the EFL operates some of the world’s most competitive, popular and successful football competitions, acting as part of the fabric of life for millions of fans.

One of the highest attended league bodies in Europe, EFL Clubs are truly embedded in the hearts of their 72 local communities, spanning the breadth and depth of England and Wales. Away from the matchday, Clubs and Club Community Organisations interact seven days a week, 365 days a year, making a positive contribution to the communities in which they serve.

The EFL offers a unique opportunity to work with some of the biggest sporting competitions, clubs, commercial partnerships and media in the market.

The EFL reserves the right to close this advert early should a sufficient amount of quality applicants be received.

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IT Engineer - 1st Line

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