IT Support Principal Engineer

Responsibilities:

Hexagon’s Asset Lifecycle Intelligence division(Hexagon) is seeking an IT Support Principal Engineer to join the EMEA IT Department. As one of the IT Senior Support Engineers, your role will be to provide technical assistance and support to our internal users. This includes coordination and troubleshooting of calls logged in ServiceNow. You will provide services to our employees who have problems with their hardware (servers, desktop, laptops, printers), applications and infrastructure issues.

You would also be expected to work closely with other IT team members on internal technical projects, to deliver new or upgraded enterprise services to the internal user base.

Your flexible approach and focus on superior service will ensure success in our rapidly changing environment.

Responsibilities:

Taking ownership of logged customer issues and ensuring that a solution is delivered in a timely manner.
Troubleshoot system, desktop/laptop/server and mobile problems, researching, diagnosing and solving hardware and software incidents.
Respond to logged support calls within service level targets and timely escalating of unresolved issues to appropriate internal teams.
Build new or replacement laptops/desktops for employees.
Provide end-user support for a wide range of IT related problems/concerns.
Some Windows Server and Network Administration.
Document technical knowledge in procedures, forms, etc.
Involvement in technical projects as required.
Administration of users and end user devices through Microsoft Intune.
Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access from the EMEA region.
Provides timely resolution of problems or escalation on behalf of the customer to the appropriate technical personnel.
Provides case status updates to management and end users.

Qualifications:
3 - 4 years customer service experience preferably in a service desk environment.
3 - 4 years’ experience with Windows Administration and Networking.
Aptitude for troubleshooting and resolving common desktop and server related issues.
Good knowledge of Windows based computing – desktop and server operating systems, IP Networking, Microsoft productivity applications (MS Office, Office 365 etc.) and typical IT peripheral devices such as printers, scanners, copiers etc.
ITIL tool experience (ServiceNow) when processing incidents and service requests.
A good understanding of Microsoft Active Directory, maintenance of user and computer objects and access rights.
A good understanding of cybersecurity concepts and data security principles.
A good understanding of Cloud Technology (Azure, M365) is an advantage.
A good understanding of virtualization (Hyper-V) is an advantage.
Completion of an information technology post-secondary degree or diploma program is an advantage, but not essential.
Experience in PowerShell is an advantage.

Competences:

Excellent organizational abilities with the proven ability to multitask in a busy environment.
Attention to detail, accuracy, and deadlines.
Ability to fault diagnose in a logical manner.
Commitment to customer satisfaction, self-improvement, and initiative to improve IT systems and processes.
Strong team player, ability to work within a team and able to exercise initiative and independent judgement on occasion.
Exceptional communication skills both written and verbal with a professional manner, on the telephone, in virtual meeting tools (Teams), and in person.
Willing and able to travel to EU countries and the Middle East as and when required.

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