IT Workplace Support Engineer

This role is reporting to IT Workplace Management Lead. You will be part of Digital Workplace team consist of fourteen IT Business Support Engineers across the globe. This is an onsite role delivering support service excellence to Tate and Lyle’s end user community.

This is a fixed-term contract, estimated for 12months, potential for extension or transition to full-time employment.

• Responsible for all IT workplace related matters, identify escalation paths through initial investigation then follow-up with appropriate IT support towers
• Install and configure laptop, desktop, other hardware and computer applications
• Provide VIP and 2nd line IT support, being the point of contact for technical escalation and extension of other support teams
• Lead technical support for offsite Executive Committee meetings
• Oversee and support the delivery of new IT services, upgrades and other IT related activities, coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner with minimal service impact to end user community.
• Make decisions on a technical level and recommend solutions within your area of responsibility in coordination with your direct superior.
• Support the business on all client facing aspects of infrastructure including acquisition, configuration installation and/or relocations of desktops, laptops, printers, security, LAN connectivity, communication devices (IPhone, IPad’s), swipe card and security cameras, video conferencing facilities, etc.
• Monitor day to day ticket queue, KPI and SLA ensuring appropriate action is taken to maintain high level of client satisfaction.
• Participate in major incident bridge, provide support as when required 
• Maintain adequate supply of IT related stock and ensuring accurate record is maintain in the CMDB
• Establish a good working relationship with their peers, end users and other business stakeholders.
• Deliver a positive, consistent, and high-quality end user experience with customer service in mind at all times
• Provide service improvement on ways to improve the quality of the support service offered to the end users and the efficiency of the delivery of that service
• Support the Digital Workplace  team in developing SOPs, technical knowledge based articles and other technical documentation applicable to your region and expertise.

Desirable Soft Skills:

• Good communication skills with both technical and non-technical staff
• Ability to prioritise and handle difficult conversation
• Excellent interpersonal skills, ability to work under pressure
• Adaptable and flexible

Technical Requirements:

• Bachelor’s degree in Computer Science or  other IT related degree or equivalent IT work experience.
• ITIL v3 or v4, or experience in ITIL based organisation
• At least 5+ years of IT Support Experience
• Knowledge on Microsoft  application and tools: Office 365, Active Directory, SCCM, Service Now, TeamViewer and other support tools

California Consumer Privacy Act ("CCPA")

The Company is committed to complying with the California Consumer Privacy Act (“CCPA”) and all data privacy and laws in the jurisdictions in which it recruits and hires employees. We collect the following categories of personal information for the purpose of hiring the best qualified applicants and to comply with applicable employment laws: Name and contact information; Job preference and work availability; Social Security Number and/or other identification information; Education and qualifications; Employment history and experience; Military service; Reference and background check information, including relevant criminal history and credit history; Social media information; Pre-employment test results; Post-offer medical examination information and results, including drug test results; Voluntary self-disclosure information regarding minority, veteran, and disability status; and Information provided by you during the hiring process.

Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.