About us: Established in 1992, Cleshar Contract Services Limited is a well-established company and respected provider of Track, Civil Engineering, Construction, and maintenance services to the railway industry.At Cleshar, we employ over 1,400 people across multiple projects and disciplines, delivering the following rail services to provide a sustainable future for the rail industry and enhance the lives of people and their communities. Key areas we cover include:

• Rail
• Capital works and Infrastructure
• Support Services
• Infrastructure maintenance
• Welding
• Safety critical resources
• Power systems
• M&E (Mechanical and Engineering)
• Signals and Telecom
• Safety Training

We are seeking a 1st Line IT Engineer to join our IT Team in providing high-level technical support to our clients. The successful candidate will play a crucial role in supporting the IT Manager in providing a full IT Support service to the organisation.
Job Type: Full Time, Permanent
Location: Heather Park House (North Circular Road, NW10 7NN)
Main Duties & Responsibilities

• Support with fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks within Service Level Agreements.
• Manage incident and service desk tickets through to resolution including knowing when to escalate to 2nd/3rd Line.
• Management of Service Desk processes such as Joiners, Movers, Leavers, etc.
• Ensure that the Service Desk delivers excellent Customer Service.
• Identify and implement improvements to IT services, tools and processes administered and supported by Service Desk.
• Improve end user experience of technology within the group and drive initiatives to improve SLA performance of Service Desk deliverables.
• Support the Service Desk team by providing guidance on analysis, troubleshooting and problem solving to help expedite resolution when escalating issues.
• Encourage and facilitate training of users on platforms, technology and IT strategy for delivering excellent communication and understanding to staff members.
• Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal with typical end user problems in a timely fashion.
• Provide the team with feedback information regarding changes, maintenance, known problems and new services, to help coordinate team resources.

Experience, Skills & Qualifications

• At least 1-2 years of relevant IT experience supporting end users with IT-related issues within an organisation.
• NOT essential but it would be a plus to have IT Degree, Diploma or equivalent in IT or related field.
• Azure and On-prem Active Directory administration.
• Share Point Online.
• Windows Deployment Services (WDS).
• Windows 10 OS.
• Microsoft/Office365 User administration.
• Mobile Device Management Maa S360/In Tune operating systems.
• Good understanding of LAN, WAN networking, TCP/IP principles, DNS and VPN concepts.
• Experience of using an incident/request helpdesk management system.
• Maintaining Software and Hardware Asset Management.
• Able to demonstrate key Fault Diagnosis/troubleshooting skills for user hardware and software problems.
• Good written and verbal communication skills.
• Excellent analytical, problem solving and planning skills.
• Excellent team worker and team-building skills.

Company Benefits:

• Employee Assistance Program (Carefirst).
• Company Pension Scheme (Company 3%, Employee 5%).
• 33 days holiday including bank holiday and compulsory shut down during Christmas.
• Specsavers Eye Test Vouchers.
• Paid Professional memberships – your membership to a relevant, professionally recognised body paid for
• Simply Health – applicable after six months of employment.
• Death in Service – applicable after six months of employment.

Company Values
Any person working for CCS Group or one its subsidiaries is expected to uphold the values of the organisation. Our Values are defined in our Employee Handbook, HSQE Handbook and within our Code of Conduct.
“Cleshar Contract Services Limited aims to create a working environment in which all individuals can make best use of their skills, free from harassment or discrimination, regardless of their age, gender, disability, gender re-assignment, sexual orientation, marital or civil partnership status, pregnancy and maternity, race, religion or belief, and in which all decisions are based on merit.”
Confidentiality
In our modern world it is vitally important to protect people’s data. We therefore remind you to keep updated with our Organisation’s Privacy Policy available on the company website
Please contact the HR Team at recruitment@cleshar.co.uk for the full job description.
Job Types: Full-time, Permanent
Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Technical support: 1 year (required)
• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person