Service Desk Engineer

Northrop Grumman
Cheltenham, Gloucestershire
Closing date
14 Nov 2020

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Job Description

Do you have experience working in a Service Desk team?  Are you looking for your next role to develop your technical IT career?  Northrop Grumman are currently seeking a Desktop Support Engineer for a permanent role based in Cheltenham.

The Desktop Support Engineer is a key member of the IT Service Desk team providing end-user helpdesk support to the EMEA customer base.

Different thinking for a Different world

Northrop Grumman is involved in a range of future game-changing defence and security programmes. Whether this is as a partner in the F-35 Lightning II providing the aircraft with much of its situational awareness and communications, as a leading specialist in large intelligence datasets, as a pre-eminent provider of High Altitude Long Endurance unmanned aircraft systems, or as the ‘go to’ provider for truly open system architectures for battlespace networks, communications, and command and control, Northrop Grumman has an unparalleled reputation as an innovator. 

How you will make a difference

Key Responsibilities

  • Provide helpdesk and technical support services to on-site end-users, ensuring all requests from users are logged, updated and closed in line with operational service level agreements
  • Install, configure and deploy computer system hardware and software including but not limited to operating system and application software
  • Install, configure, maintain and troubleshoot end-user hardware, software and peripheral devices
  • Administer and maintain end-user accounts, permissions, and access rights
  • Assist the Network and Server team to ensure the appropriate patches, hot fixes, and service packs are installed on company-owned or licensed software in a timely manner
  • Provide assistance to the Network and Server administrators with scheduled maintenance and assist in performing network improvements, upgrades and repairs
  • Carry out project-based tasks assigned to the service desk
  • Check system backups daily and escalate any problems identified
  • Follow all Northrop Grumman policies and procedures, including adherence to ISO20000 & ISO27001 standards
  • Make any recommendations on process improvements to the IT Service Delivery Manager
  • Practice asset management for IT hardware, software, and equipment
  • Support with the identification and resolution of potential security breaches and vulnerability issues in a timely and accurate fashion
  • Perform all information systems operations activities, including checking error logs, verifying integrity of systems, performing disaster recovery drills and maintaining operations logs
  • Provide technical, operational and training support to departmental personnel for all computer-related equipment, peripherals, accessories and components
  • Research and evaluate new software and hardware technologies which could enhance the computer system
  • Suggest ways to improve department workflow
  • Keep manager informed of problems or issues
  • Maintain hardware/software inventory
  • Provide on-call technical support for low-side and high-side environments
  • Attend IT department meetings as required
  • Remain compliant with all applicable processes and procedures

What technical skills are we are looking for?

  • Microsoft Certified Professional
  • Demonstrated success as a support engineer providing 1st line support to end users 
  • Experience working within an enterprise ticketing system 
  • Windows 7, Windows 10, Microsoft Office 2013/2016, Microsoft SharePoint 2013, Skype for Business 
  • Encryption technologies 
  • Active Directory, File and Print Services, SCCM 
  • Mobile Phone MDM solutions

Desirable experience:

  •  Knowledge/experience of ISO20000 & ISO27001
  • COMPTIA Security+
  • ITIL Certified 

Competency/Skill requirements

  • Basic networking skills, structured cabling, patch management
  • Print Management experience
  • Well-organised with a logical approach to troubleshooting and problem-solving
  • Proactive and responsive, with a commitment to continuous improvement
  • Excellent attention to detail
  • Sense of Urgency
  • Courteous but firm when dealing with difficult customers
  • Can work individually and as part of a team
  • Adaptable in a changing environment
  • Very good interpersonal skills, able to engage effectively with all stakeholders
  • Fluent in written and spoken English
  • Strong customer orientation
  • An engaging 'can do' attitude
  • Proficient at multi-tasking, working under pressure and to tight deadlines
  • Innovative and creative approach, able to think outside the box
  • Willing to learn on the job
  • Able to write business correspondence and technical documentation

Other requirements

  • Travel requirements: Occasional UK travel, (<25%) to attend meetings, training, conferences and incident resolution
  • Clearance requirements: Post-holder must hold and maintain UK Government clearances
  • Looking for flexibility? Speak to us about what may be possible 

Northrop Grumman solves the toughest problems in space, aeronautics, defense and cyberspace to meet the ever evolving needs of our customers worldwide. Our 85,000 employees define possible every day using science, technology and engineering to create and deliver advanced systems, products and services.

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