IS Service Support Engineer

Information Systems, SHS House, 199 Airport Rd W, Belfast BT3 9ED

Closing Date: 16th Nov 2021

Interested in applying for this job email your CV now

Job Description:

A long established FMCG Company is seeking to recruit an IS Technical Engineer to

support, manage and improve the end user experience and desktop environment. This will include troubleshooting across multiple locations in the UK and Ireland and support for onsite and remote users to ensure efficient access to company IS systems and resources. There will be opportunity to develop processes and tools to support this role including hardware and software build, deployment, patching and support. Suitable candidates are likely to have a minimum of second line experience.

Key Responsibilities / Duties:

  • Respond to Service Desk calls and enquiries promptly, courteously, accurately and efficiently
  • Responsible for day-to-day support for end users
  • Maintain a high level of desktop\laptop system service availability and uptime
  • Maintain hardware, identifying hardware problems and arranging offsite repairs when required with suppliers
  • Ensure printers operating efficiently at all times
  • Support user account management and authorisations
  • Diagnose computer and application faults
  • License management and optimisation
  • Development and management of device imaging and updates
  • Help users to get the most out of their systems and applications
  • Takes ownership for resolving problems, involves the right people and/or escalates when required
  • Ability to engage with end users and demonstrate a friendly, approachable and supportive demeanour
  • Monitor and follow through to ensure the user’s needs and requirements are met
  • Pro-actively identify issues and provide input towards improvement for technical problems, IS/IT & business processes, systems and technology
  • Comply with and respect company policies, procedures and processes
  • Proactively seek to develop self. Look to improve technical skills, management skills, industry knowledge and analytical techniques

Experience / Qualifications:


  • Industry experience within a Desktop Support and Management Role
  • Full driving license required


  • Stakeholder Management – Create and develop positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives
  • Analytical Thinking – able to simplify complex problems, process projects into component parts, explore and evaluate systematically.
  • Managing relationships and team working – able to build and maintain effective working relationships with a range of people. Works co-operatively with others to be part of a team, as opposed to working separately or competitively.
  • Planning and organising – able to think ahead in order to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines, staffing and resources.
  • Communication – able to get messages understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information.
  • Decision Making – is ready and able to take the initiative, originate action and be responsible for the consequences of the decisions made.
  • Resilience – manages personal effectiveness by managing emotions in the face of pressure, setbacks or when dealing with provocative situations. Demonstrates an approach to work that is characterised by commitment, motivation and energy.
  • Collaborating across boundaries – challenges systems, processes and people that block collaboration. Connects people, ideas, processes and issues. Sets an example by sharing resources, knowledge ideas and skills across the organisation. Builds helpful, productive relationship across the organisation.

Additional Information:

Have a range of experience in IS technologies including but not limited to:


  • Windows 10 to current
  • Office products including Office 365
  • Common windows applications e.g. Adobe, Web Browsers etc.
  • Exchange and Outlook email technology
  • General knowledge of Windows 2012R2 and later


  • General knowledge of Windows 2012R2 and later
  • General knowledge of Active Directory, DNS, DHCP and other server technologies
  • Virtual Server technologies
  • Storage technologies
  • Backup principles and software

User Account Management

  • File & Print including permissions
  • AD user account set-up and logon scripts
  • General AD Administration

Device Management

  • General PC, Laptop
  • Printer
  • Thin Client
  • Desk and Mobile phones
  • Network Patching

Network Support

  • General Network and TCP/IP Networking knowledge
  • Antivirus
  • Mail SPAM, Filtering and Security
  • Monitoring & alerting
  • Switch and Router configuration

Personal Skills

- Troubleshooting analytical skills

-Ability to prioritise and plan tasks effectively

-Good communication skills, both verbal and written

- Ability to produce process and how-to documentation

- Ability to control stressful situations

The role is based within SHS Group Corporate Services in Belfast, however, travel may be required to other divisions and business stakeholders as necessary.

This role is for 40 hours weekly.


If you would like to be considered for this position please submit an up to date CV to Joseph Beagan ( ) ensuring that your Line Manager has been informed of your application.

Interested in applying for this job email your CV now

Apply Here

Share this job

We value your privacy

Accessing our website tells us you are happy to receive all our cookies. However you can change your cookie settings at any time.
Find out more.

Accept & Close