Main Accountabilities / Responsibilities

/ The role of ‘On-site End User Computing Engineer’ encompasses:

Responsibility of all end user computing devices and related peripherals including the diagnosis and timely resolution of any hardware, software and network issues that may arise;

Ability to review, assign, and take ownership of support calls according to priority and support team’s requirements.

First point of escalation for any IT-related issues in Gibraltar office and engage with the Rank Service Desk Delivery Manager if required.

This role will require working with other IT teams across Rank Group (TCS and Rank) to support, maintain and roll out new IT Projects;

Manage the relationship with local IT support (Kedhlow) to ensure they are meeting business requirements;

Provide assistance to Marketing and Product Leads with the scoping out of new and in-flight Projects, in particular around the implications to the IT Support model.

Complete assigned tasks within specified timeframes as defined by direct manager, office manager;
Ensure the highest standards of conduct and integrity are observed as defined in corporate policies;
Attend training and mandatory company meetings as necessary;
Report any inappropriate internal or external activity to management;
Excellent communication skills, patient and motivated;
Be able to work alone and/or part of a team in the local office;
Providing efficient and reliable 2ndline support for entire Rank estate using both local and remote support and working with 3rd Party suppliers, ensuring agreed service levels are adhered to and any issues are escalated to Rank Service Delivery Manager;
Working to the agreed incident management process, problem management, change management and service reporting processes;

Fully engaging and interacting with 3rd party break-fix suppliers for desktop infrastructure in all the estate.

Nice to have:

2 Years Technical IT related degree or equivalent non-IT related technical degree;
ITIL certification or experience of working with ITIL approaches and practices including incident, problem & change management.

Knowledge, Expertise and Qualifications (relating to specialist knowledge and expertise required to undertake the role).

Proven ability to work in End-User computing in a complex multi-supplier retail environment.
Demonstrated understanding of computer hardware, operating systems functions and components. Must be familiar with multiple makes/models of desktops and laptops and be able to disassemble, troubleshoot and reassemble hardware.
Excellent understanding of networking basics/TCP/IP.
Must have outstanding diagnostic and deductive reasoning.
Troubleshooting software issues related to Windows XP/7, Microsoft Office, Outlook and other desktop applications.
Troubleshooting of Microsoft patches, software deployments, group policies and Antivirus.
Troubleshooting software deployments using Microsoft Systems Management Server (SMS) and/or SCCM.
Ability to define and follow test scripts for hardware and software before deployment
Knowledge of the architecture, administration and management of corporate scale iPAD, Android based end-user environments.
Troubleshooting complex server connectivity issues involving host based TCP/IP routes on multi-homed servers, multiple VLANs, DNS, firewalls, router and switch access control lists etc.
Experience in dealing with Thin and Thick Clients
Knowledge of NTFS share permissions , Logon Scripts , User Profiles (Local and Network)
Basic understanding of Windows Installer (MSI’s).
Basic understanding of software licensing.
Must be able to lift a minimum of 50lbs unassisted

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