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1st Line Support Engineer

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Owen Mumford

20d ago

  • Job
    Full-time
    Junior & Mid Level
  • Software Engineering
    IT & Cybersecurity

AI generated summary

  • You need solid PC hardware skills, knowledge of server environments, AD, Microsoft OS, networking basics, and experience in IT support, ticketing systems, and Microsoft 365, ideally in regulated settings.
  • You will monitor ITSM tickets, provide 1st line support, manage hardware and software deployments, ensure compliance, and assist with user management in Active Directory, including out-of-hours support.

Requirements

  • A good understanding of PC hardware.
  • A good understanding of server environments and Active Directory.
  • A basic understanding of networking & routing (Cabling/Switches/TCPIP/DHCP/DNS).
  • Strong knowledge of Microsoft Desktop operating systems (Windows 10 & Windows 11).
  • A basic understanding of Microsoft Server Operating Systems (2019 & 2022).
  • Active directory.
  • File and folder permissions.
  • Recent experience in a similar IT support role with end user facing responsibilities, ideally within a regulated environment.
  • Previous 1st line support experience or equivalent.
  • Previous experience of ticket logging systems and remote support tools.
  • Knowledge of Microsoft 365.
  • An understanding of the principles of ITIL & Cyber Essentials.

Responsibilities

  • Daily monitoring of the IT Service Management (ITSM) system, ensuring all aspects of the Incident Management process are followed.
  • Constant monitoring of any unclaimed tickets and changes, in the ITSM, to ensure all calls are allocated within the defined SLA.
  • Providing 1st line technical support for all OM offices and associates around the globe.
  • To maintain a high degree of customer service when responding to tickets.
  • To take ownership of support issues and seek closure ensuring all relevant support procedures are followed.
  • Escalation of more complex calls to the relevant IT team member.
  • Installation configuration and deployment of new and existing hardware in line with defined procedures.
  • Installation configuration and deployment of new and existing software in line with defined procedures.
  • Ensure all activities undertaken are in compliance with company SOPs and Work Instructions and in accordance with ISO 13485 and CFR 820.
  • Ensure the Service Desk Team Lead is made aware of key support issues and trends identified in the ITSM.
  • Active Directory for Users & Computers management in line with defined departmental processes.
  • Assist with the ongoing management of the Hardware Asset Register.
  • Participation in the out of hours support rota and provide out of hours support as and when required by the business.

FAQs

What is the main responsibility of a 1st Line Support Engineer at Owen Mumford?

The main responsibility is to assist the IT Service Desk Team Lead in delivering a first-class support service, primarily in a 1st line support capacity, resolving issues in person, over the phone, or via remote connectivity.

Is this role located in one specific place?

No, this role will be dual-sited across Chipping Norton and Witney.

What are the key responsibilities of this position?

Key responsibilities include monitoring the IT Service Management system, providing 1st line technical support, escalating complex issues, deploying hardware and software, and ensuring compliance with company procedures.

What qualifications are required for this role?

Essential qualifications include a good understanding of PC hardware, server environments, Active Directory, Microsoft Desktop operating systems, basic networking knowledge, and file and folder permissions.

Is previous experience in IT support required?

While previous 1st line support experience is desirable, it is not strictly required. Recent experience in a similar IT support role with end-user facing responsibilities is preferred.

What kinds of benefits does Owen Mumford offer to employees?

Owen Mumford offers a competitive salary and benefits package that includes 25 days annual leave, holiday purchase scheme, enhanced family-friendly policies, private medical care, and more.

What kind of training or development opportunities does Owen Mumford provide?

Owen Mumford invests heavily in staff development, providing opportunities to develop within the business.

Is knowledge of Microsoft 365 important for this role?

Yes, knowledge of Microsoft 365 is listed as a desirable qualification for the position.

What does Owen Mumford do as a company?

Owen Mumford is a global leader in medical device design and manufacture, known for creating life-enhancing devices for safe and accurate medication administration.

Does Owen Mumford have an equal opportunities policy?

Yes, Owen Mumford is an equal opportunities employer and ensures that no candidate or employee receives less favorable treatment based on various protected characteristics.

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Owen Mumford

Making a world of difference to a world of people.

Manufacturing & Electronics
Industry
501-1000
Employees
1952
Founded Year

Mission & Purpose

We are an industry leader in the medical device market with a diverse product range including advanced automatic injection devices for drug delivery and innovative blood sampling products including lancets, lancing devices and safety lancets. Established in 1952 by Ivan Owen and John Mumford, we have 70 years of experience with offices, manufacturing sites and distributors located around the globe. Our corporate headquarters are located in Woodstock, Oxford UK. We are dedicated to providing innovative healthcare solutions for the management of a variety of medical conditions. With one of the most advanced global research, design and manufacturing capabilities that delivers innovation successfully to improve quality of life, encourage patient compliance, prevent infection and reduce healthcare costs; making a world of difference to a world of people.

Benefits

  • Wellbeing policy

    Our wellbeing policy has a different focus each month. Whether that is financial support or yoga classes on site, we prioritise the key areas of wellbeing and support the physical, mental, emotional and financial aspects of our associates' health.

  • Mental health first aiders

    We provide mental health firsts aiders to support you and your family if you need any help at all. These are fully trained individuals who can support you through challenging times.

  • Flexi-time

    We work with a flexi-time policy that allows associates to choose their hours between 7am and 7pm around core company hours. This gives the flexibility to choose working times that fit around family and personal commitments.

  • Flexible working

    We recognise that not all associates are able to work full time standard hours and so we our flexible working arrangement means that associates can request working patterns that support their individual needs.

  • Long service recognition

    We would certainly not be the organisation we are today without all of our outstanding associates. We love to celebrate the long-standing work of associates who have been with us from 5 years and are proud to have some individuals who are celebrating 30 and even 40 years with Owen Mumford.