1st/2nd Line Helpdesk Engineer in Milton Keynes - Franchise Brands plc

Job Description 1st / 2nd Line Helpdesk Engineer
Franchise Brands
Location – Milton Keynes
Full time permanent
Salary £30K + benefits
Hybrid (4 days out of 5 office based)

We are looking for an experienced 1st/2nd Line Support Engineer for our business, Franchise Brands.

Franchise Brands is an international, multi-brand franchisor focused on building market-leading businesses primarily via a franchise model. The Group currently has a combined network of over 625 franchisees across seven brands in the UK, North America and Europe.

We own several market-leading brands with established trading histories: Metro Rod, Metro Plumb, Willow Pumps, Filta, and more recently, Pirtek in Europe - all of which benefit from the Group’s central support services, in particular; Franchise Support, National Sales / Account Management, Information Technology, Marketing, Finance, Recruitment and HR.

What does it entail?

This is a hybrid role, with presence required at our IT Head Office based in Milton Keynes.

Working as part of Franchise Brands IT Support team the role will include 1st point of contact and support of users throughout the group. Mainly desktop support, but some server administration and hardware will be required. The role will support the entire group including office across the UK and Europe.

Key responsibilities and accountabilities:

Troubleshoot desktop, laptop and mobile problems, diagnose and solve hardware/software problems
Provisioning and supporting new computer and mobile hardware
Incident and problem management: Be a main point of contact and provide communications during major system issues
Provide exceptional service support to the business
Provide solution(s)/work around(s) to incidents and Problems
Contribute to polices, processes and procedures
Install, maintain and support new applications
Work to SLA thresholds for incident(s), request(s) and problem(s)
Own and operate starters, leavers and movers processes
Trend Analysis and review of logs, backups, patches and security alerts
Establishing a good working relationship with the business and 3rd party’s
Keep up to date with advancements in technology
Entra ID account and Exchange online email management

What IT experience are we looking for?

The ideal candidate will be customer service focused a keen interest in IT. Training can be provided in areas needed.

Essential:
Experience in IT support of Microsoft products
Strong Customer Service skills
Team player
Flexible and adaptable approach

Desirable:
Any Microsoft qualifications
Previous support of international locations
Knowledge of helpdesk ticketing systems
European spoken languages
High standard of incident management
Azure/Cloud knowledge
Microsoft 365 suite
Cyber security knowledge
Microsoft Intune and Defender

Benefits

25 days annual leave – plus bank holidays;
Royal London, Company Pension;
Group Life Assurance;
Additional Paid Leave / Special Leave;
Cycle to Work Scheme;
Company Events;
Laptop / Company Mobile;
Hybrid Working / occasional homeworking;
Travel subsidy / mileage;
Free Eye Tests / Subsidy for Glasses;
Electric Car Charging Points;
Free Standard Parking;
Employee Assistance Programme;
Occupational Health Support;
Employee Discounts Platform;
Commitment to Career Progression, Training, Learning and Development.