It Support Engineer / Coordinator

Initially 5 months with a view to extend. Inside IR35

Key responsibility will be liaison between, the customer, engineers, PMO Team, and Partners, where the role will be the main interface and organising/scheduling end user activity and liaising with technical teams.   This is a hybrid role and with the expectation to work from home 3 days per week and at the customer site 2 days per week within the West Midlands area.

Key Responsibilities

• Co-ordinate activities on site with end-users and engineers and manage any no-shows, cancellation, reschedules etc
• Ensure effective communication with the business and stakeholders (including 3rd parties/partners) ensuring this is delivered in a timely and clear fashion, with expectations clearly set and met.
• Effectively manage and document any issues/escalations raised in an Issue Log, ensuring these are dealt with in an effective and prompt manner and to a successful conclusion. 
• Be proactive in driving timelines with all parties and communicate to end-users where required
• Manage changes to the deployment schedule in line with customer bookings and the project T- schedule
• Office Applications Proficiency in Microsoft Office applications — particularly Excel and SharePoint — is required for maintaining accurate deployment records, including Engineer Update Sheets and customer deployment Issue Logs.
• Cross-Functional Collaboration You will collaborate with cross-functional  IT teams via Microsoft Teams and Outlook. Key stakeholder groups include the IT TechBar, IT Hardware team, O365 team, Deployment Support team and Lifecyle Hub Team.
• Technical Awareness You will be working with a variety of laptop and desktop form factors as part of the deployment process. A working knowledge of Software Centre (for checking and performing software installations), along with a basic understanding of IP addressing, Group Policy update and Device asset tags, is expected. As part of this role, you will also be required to perform the following device setup tasks:
• Setup Zscaler and RSA Token for Secure VPN Access
• Map printers and Network Drives
• Setup Teams and Emails
• Backup and Sync Browser Bookmarks, OneNote, and Sticky Notes
• Setup and Sync OneDrive for Data Migration and Backups
• Assist with responding to customer email enquiries into our mailbox
• Understand & adhere to SLA’s, and where necessary, assist parties with prioritising workload to meet the timelines
• Ensure full governance and compliance to IT/PMO standards, policies, processes and tools.

Background & Experience

Proven experience in delivering IT end-user related tasks/activities working closely with the customer

• Have at least 2 years recent experience of performing an IT Project co-ordination/Team role.
• A good understanding and some practical experience in managing and mitigating IT escalations, conflicts, risks and issues
• Have at least 2 years recent experience of performing an IT Hardware rollout 
• Excellent MS Office skills
• Proven experience of working within a busy team and with end-users and progressing project lifecycle framework from initial requirements to successful delivery.
• Excellent communication and interpersonal skills with the ability to develop and maintain collaborative working relationships.
• A good understanding of project governance and control
• Hold or be studying either an ITIL or project management qualification (either PMI or Prince II)

 Personal Skills

• Excellent verbal & written communication skills. Ability to write in a clear and concise manner and record information accurately.
• Ability to interact and engage with end-users
• Full Driving Licence with use of a vehicle