Overview
Skills
Job Details
MAIN PURPOSE OF JOB:
This role will play a critical part in supporting our US workforce and resolving end-user issues, identifying and addressing root causes, and automating repetitive tasks to enhance service speed and consistency. You will work closely with the outsourced L1 team to ensure that support issues get resolved, take over where they cannot complete the support task and document any standard operating procedures that are missing. This role will also document end-user issues in such a way that the document can be used to build a knowledgebase used for self-help.
This role also requires a strong technical foundation in Linux & MAC administration and networking fundamentals, ensuring systems are secure, available, and performant. You will support both the Malvern Panalytical user base and the infrastructure at your assigned site(s).
RESPONSIBILITIES:
Automation
o Design and implement automation for common or repetitive tasks using scripting (PowerShell, Bash, etc.), deployment tools (Intune, Autopilot, SCCM), or APIs.
o Automate device provisioning, user onboarding/offboarding, software deployment, and administrative routines.
o Collaborate on broader automation and integration initiatives across IT operations.
Break/ fix
o Research and troubleshoot new and known issues, working with other IT streams, application owners etc. to resolve incidents.
o Provide exceptional customer service for staff and other IT teams.
o Resolve tickets in accordance with KPIs.
o Ensure IT operations on site is performed according to global IT standards and policies.
Data analytics/ documentation
o Partner with the L1 service provider to provide high quality and consistent QoS for staff.
o Development of knowledge articles, SOPs, and triage guides according to IT standards.
o Use ticketing and monitoring data to proactively identify problem areas and raise improvement initiatives.
o Take part in service review meetings and provide data-driven insights and recommendations.
Asset management
o Ensure all endpoint assets are correctly recorded, managed, maintained and compliant.
Networking
o Perform basic network troubleshooting (e.g., DHCP, DNS, VPN, routing, firewall rules).
o Collaborate with network teams to resolve connectivity issues and optimize performance.
o Ensure endpoint devices are connected securely and consistently to enterprise networks.
SKILLS AND EXPERIENCE:
PowerShell scripting
Intune administration
Autopilot deployment and management
GPO troubleshooting
Windows operating system administration
Creation and management of documentation, Knowledge base management and standard operating procedures
Proficiency in Windows, Mac and Linux system administration
Experience with Azure
Familiarity with network troubleshooting tools and techniques
Understanding of ITIL processes and service management best practices
CORE COMPETENCIES:
Problem Solving / Analysis
Customer service
Team working
Adaptability
Self-motivation
Expertise and Professionalism
Commitment to Excellence
Communication