Desktop Support Engineer & Apprentices Manager

Job content

Meggitt PLC is a global engineering group specialised in extreme environment components and smart sub-systems for aerospace, defence and energy markets. Some 9’000 people are employed across manufacturing facilities in Asia, Europe and North America and regional bases in Brazil and in India.

Meggitt Fribourg’s site provides its expertise to the four strategic business units of Meggitt PLC. Meggitt Fribourg is employing 450 employees. We develops, manufactures and sells world-wide a complete range of transducers and electronic systems for the monitoring of engines, turbines and other rotating machinery in both the aerospace and energy industries.

The position

To further strengthen our “IT“ department, we are currently looking for a “Desktop Support Engineer & Apprentices Manager”.

As “Desktop Support Engineer & Apprentices Manager”, you will be accountable to provide support to business users on the Fribourg site and provide a point of escalation to our desktop support apprentices. The individual will be required to provide senior level IT desktop support utilizing industry best practice technical experience with a focus on excellent customer service skills, queue management and SLA monitoring. This role supports a complex environment including legacy technology, and will include resolving incidents, escalations, focus on high priority incidents, completing service requests and assisting project teams where required for software, hardware, network and various applications.

The Main Responsibilities For This Role Are

• Provide first class customer focused IT support to both VIP and standard business users across the site
• Review ServiceNow queues for incidents that have breached SLA in Level 2 team and take appropriate action to address causes for breaches
• Technically support and coach our apprentices with escalated incidents by performing technical assessments, troubleshoot incidents and isolate faults in accordance with Service Level Agreements for escalations and own workload
• Provides significant expertise in day to day consultation, training, instruction, complex trouble-shooting and problem-solving for computer users. Identifies and addresses complex usability problems, while monitoring and managing user accounts
• Support Major Incident Management during high priority incidents and problem tickets which technical assistance
• Ensure that all tickets are well-documented and actionable with accurate notes
• Support various applications across both legacy and current versions of Windows Operating system as well as VPN clients, Citrix and bespoke software residing on the local machines and servers
• Build an internal knowledge base with technical documentation, manuals and IT policies
• Ensure security through access controls, backups and firewalls
• Identify and support process improvement within the team
  

Your profile

• Proven experience of at least 5 years in a similar position in large organizations, preferably internationally with remote teams
• Successful experience in people management and natural teaching approach
• Experience with databases, networks (LAN/WAN) and patch management as well as knowledge of system security (eg: Intrusion detection systems) and data backup/recovery.
• ITIL V3 Awareness
• Experience of setting up and supporting smart devices such as IPad/Mobiles, as well as bespoke applications
• Customer orientation and ability to support various partners across the organization
• Strong organizational, troubleshooting, analytical and problem solving skills
• Driven, can do attitude with the ability to prioritize effectively and to multitask
• Strong oral and written communication skills in both English and French
  

Note that this position requires traveling across sites.

If you are looking for a challenging position with opportunity to grow in a truly international company, please send your application (resume, letter of motivation, reference letters and diploma) in English to www.meggitt.com. Please note that only complete applications will be taken into consideration.