Desktop Support Engineer at Inizio

Our Pledge

At Inizio, we value inclusivity, recognize the power of diversity, and inspire the next generation of change-makers. We are an equal opportunities employer. We believe in creating a work environment that values diversity, equity, and inclusion. We aim to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success. We welcome all applications regardless of race, colour, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability.

The Role

We are hiring a Desktop Support Engineer to join our global IT Operations team, which provides end user support for both hardware and software at Inizio. Joining the globally distributed End User Computing (EUC) team of c.25 people, and reporting to our EUC Team Lead, you will primarily support the users attached to our Manchester offices.

This is a hybrid role, working 3 days per week in one of our Krakow office location.

What you'll be doing

• Providing end user hardware and software support remotely and on-site.
• Desktop and laptop imaging and software deployment.
• Break/Fix Support including troubleshooting and diagnosis of hardware devices.
• Onboarding process support including provisioning, installation, and delivery of EUC hardware and services.
• Offboarding support including deprovisioning EUC services and application access.
• ITAM (IT Asset Management) - full Lifecycle Asset Management for end-user devices and supporting print management software with print, copy and scan.
• Collaborating with the other IT Support teams on Mobile device management using appropriate tooling and procedures for Apple, Android, and other supported mobile devices.
• Managing EUC ticketing queue, prioritising incidents and ensuring all Service Level Agreements (SLAs) and contractual obligations are met.
• Performing maintenance and housekeeping tasks to keep systems running efficiently.

What you bring to the role

• Customer service - commitment to building professional relationships to ensure our goals are met.
• Collaboration - promoting collaborative working relationships in all situations.
• Process improvement - the ability to identify opportunities for process improvement in all areas.
• Communication - the ability to present issues and recommendations clearly and to engage the right people to ensure goals are met.
• Problem solving - the ability to process large amount of information, think creatively, solve problems, and bring these to a successful conclusion.

Technical competencies

• EUC support experience in Windows 10/11, O365, OneDrive, Microsoft Azure, Teams, Box, installation, configuration and maintenance and other major desktop applications.
• Hands-on experience troubleshooting Windows Desktop issues and an in-depth understanding of Active Directory Infrastructure.
• Excellent knowledge of smart and mobile operating systems (Android, IOS) and mobile device management tooling.
• Working knowledge of macOS devices.
• Knowledge of hardware installation and configuration including device encryption.
• Knowledge of SCCM/InTune/JAMF device imaging and patching.
• Basic understanding of networking.

Who are Inizio?

We help our clients navigate their clinical development and commercialisation journey by connecting the best scientific knowledge, market intelligence, actionable data, technology, communication, and creative execution.

With a global presence and multiple career paths, the career possibilities are expanding at Inizio. We're a growing global team of 11,700 - a $1.5bn revenue business working with the world's leading health and life sciences businesses, and we have exciting growth plans. Whoever and wherever you are, we'll empower you with the autonomy you need to experiment, learn, and grow. We'll make sure that you feel valued, supported and, of course, because we're helping our clients to transform healthcare and improve millions of lives you can feel pride in your work at Inizio.

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