End User Support Technician

Location: Belfast, United Kingdom

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services. Thales technology makes it possible for two thirds of planes to take off and land safely. Thales also protects 80% of the world’s payment card transactions and is Europe’s number one supplier of defence electronics. Beyond that our people have made London’s Jubilee and Northern Lines 20% more efficient and have delivered more than 300 air defence radars in 26 countries. We are a leading name in our markets and a diverse, constantly evolving organisation. Join us.

We are currently looking to recruit an End User Support Technician to join our team in Belfast . The role will assist the support of the IT infrastructure covering around 2000 users in a multi network environment providing desktop support services.

Key Responsibilities and Tasks

• Provide desktop support (2nd/3rd Line) to user calls, fed via the UK Service Desk / Activity Controllers to EUS staff. (Includes the resolution of incidents up to Priority One level and handling Service Requests from basic Laptop/desktop builds to entire user IT relocation projects).
• Build / rebuild and deployment of desktop / laptop machines in line with “Desktop-on-Demand” procedures and build standards using automated tools (SCCM) and manual processes as necessary.
• Ensure appropriate support is provided within contractual support hours (the minimum hours per week will be 37 – (8hrs Mon to Thu and 5hrs Fri). However, a flexible attitude to work hours is expected and may require evening and weekend work on occasion. The candidate should be available for on-call if required.
• Incident support and troubleshooting of any reported issues raised by a UK based service desk on behalf of users.
• Support and deployment of Smartphone’s - iPhone and Android.
• Support and cover a kiosk-based support solution to troubleshoot IT requests at a drop-in centre based in the Belfast sites giving the customer flexibility for the support provided.

Qualifications, Experience and Skills

• Experience working in an IT support environment working directly with users in face-to-face situations. Ability to diagnose faults and think on their feet to find a solution.
• Experience with desktop/laptop environments covering Windows 11, Windows 10, Office applications. Skills with engineering and bespoke desktop applications desirable.
• Ability to interact with users at all levels including senior VIPs. Resilience to challenging feedback and able to show sympathetic but firm and positive responses.
• Teamwork focus, able to work with teams located at other remote sites as required.
• Ability to prioritise and action calls in busy user environment and to take on work delegated by central Service Desk
• Ability to identify and suggest where team and processes could develop and enhance levels of service to users and IS internally
• A highly flexible attitude is required where the ability to take on tasks and travel to other sites in the region at short notice is needed.
• Knowledge of the following: Desktop Support experience (Windows 11 / Windows 10), Fault-Finding and Troubleshooting skills, User Administration, Cisco AnyConnect support, SCCM, Bitlocker, VMware Horizon, Active Directory, Software Installation, Laptop / Desktop / Virtual desktop builds

Desirable

• Automation tools (such as SCCM)
• Network patching and Cable Tracing
• Hardware Installation/Troubleshooting
• iOS / Android / Phone Support
• Good knowledge of – IP, WINS, DHCP, DNS, Group Policy etc.

At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring.

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