Job Title -  IT Desktop Support Technician 

IMI plc  

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.  

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.  

Climate Control offers hydraulic solutions for water-based heating and cooling systems to achieve a perfect indoor climate with minimal energy consumption. Our leading brands have been used in over 100,000 building projects worldwide and offer products and solutions in three key areas: Pressure maintenance and water quality, regulation, control and actuators, and thermostatic control.

Role Overview

As an IT Desktop Support Technician, your main role involves providing ON-SITE technical assistance and support to end-users for hardware, software, and networking issues they encounter on their desktop computers or laptops. This role is crucial in maintaining a smoothly functioning IT environment within an organization. Here are the responsibilities and qualifications:

Main Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email (providing on-site and remote support)
• Workstations, Office365 Admin and Windows OS support
• Experience with Anti-Virus software and troubleshooting
• Identify and suggest possible improvements on procedures.
• Manage user AD accounts New Starters, Leavers and access rights in IT systems.
• Perform daily system operations according to specified procedures.
• Monitoring and backup of critical systems and services.
• Knowledge of LAN connection and wireless technologies
• New installation and building new computers.
• Support mobile connections to the company's IT systems.
• Participate in IT-related projects
• Continuously follow and evaluate new technical solutions in the IT field.
• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Track issues through to resolution, within agreed time limits
•  Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Document technical knowledge in the form of notes and manuals
• Train users on basic hardware and software usage, and provide guidance for best practices in IT security and data management.
• Provide remote support to users via phone, messaging and remote connection.
• Security Management: Assist in implementing and enforcing IT security policies, including malware protection, data encryption, and user access controls.
• System Upgrades: Assist in the planning and execution of hardware and software upgrades, ensuring minimal disruption to user productivity.
• Collaboration: Work closely with third-parties, other IT teams, such as network administrators, system administrators, and help desk teams, to resolve complex issues and contribute to larger IT projects.
• Provide support for peripheral devices: printers, handheld (scanners).
• Any other IT duties deemed necessary.

Qualifications and Experience

•  2-4 years’ experience working in an IT Support environment in English Language
• Strong IT knowledge, especially knowledge of Active Directory, Office 365 portal, Azure Cloud services, Networks, Citrix, and IT related hardware.
• Microsoft certification and ITIL, a plus
• Ensure all issues are properly logged (experience with ServiceNow or similar tool
• Proficiency in English (French is a plus)
• Proven experience as a help desk technhician or other customer support role
• Good understanding of computer systems, mobile devices, and other tech products
• Must be able to work independently and as part of a team.
• Good analytical and problem solving skills.
• Excellent communication skills

Code of Ethics  

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.  

Changes to This Job Description  

IMI may amend this job description in whole or part at any time.  

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.