Service Support Engineer

About The Role The Service Support Engineer plays a key role in keeping IBHL's people productive and its technology running reliably across a global estate of six distilleries and multiple corporate locations.

The role owns the resolution of incidents and service requests end-to-end — from first contact through diagnosis, fix, and follow-up — across the full breadth of the group's infrastructure, applications, and end-user computing environment.

There is no rigid tiering: the role holder is expected to pick up and resolve issues at any level of complexity, escalating to specialists or vendors only where genuinely required.

Main Responsibilities

Incident & request resolution: Own incidents and service requests end-to-end — triaging, diagnosing, and resolving issues across end-user computing, infrastructure, and applications, ensuring issues are resolved within agreed SLAs and documented accurately in the ITSM tool.

Root-cause analysis & problem management: Perform root-cause analysis on complex and recurring issues, implement permanent fixes, and maintain a problem log that drives sustained reduction in incident volume over time.

Technical support scope: Support Windows desktop and laptop environments, Active Directory / Entra ID, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Intune endpoint management, device builds, software deployment, patching, VPN / Wi‑Fi connectivity, and basic network troubleshooting (DNS, DHCP, TCP/IP). Provide first‑line triage for SAP GUI / Fiori and other line‑of‑business applications, escalating to application teams where specialist input is needed.

Service performance & reporting: Monitor and analyse service desk metrics — including first‑contact resolution, SLA adherence, mean time to resolve, and user satisfaction — identifying trends, bottlenecks, and improvement actions and reporting performance to the IT Operations Manager with recommendations.

Knowledge management: Own the quality and coverage of the technical knowledge base — creating, reviewing, and retiring articles so that common issues can be resolved faster and, where possible, by users themselves through self‑service.

Continuous improvement: Identify and implement opportunities to reduce incident volume through automation, self‑service enablement, and process improvement. Lead service desk tooling improvements and contribute to support playbooks and standard operating procedures.

User experience: Champion a user‑focused support culture, ensuring that every service interaction is professional, timely, and outcome‑oriented, and that user satisfaction is actively measured and acted upon.

Collaboration & escalation: Act as a technical liaison between the service desk, infrastructure, cybersecurity, and application / development teams. Support major incidents and service outages as part of the wider IT Operations function. Escalate to external vendors where required and hold them to account against contracted SLAs.

Coaching & development: Coach and support less experienced team members to build capability across the support function, progressively increasing the team's ability to resolve a wider range of issues at first contact.

Governance: Support best practice and good service management governance through development of artefacts, adherence to ITIL‑aligned processes, and participation in key routines — helping embed consistent, proportionate ways of working that improve operational maturity over time.

Manage and own your professional development in order to achieve your work objectives and your career and personal goals.

About You

Proven experience in a service desk or technical support role.

Strong Windows OS, Active Directory / Entra ID, and Microsoft 365 troubleshooting skills.

Experience with endpoint management tools (e.g. Intune).

Basic networking knowledge (DNS, DHCP, TCP/IP, VPN).

Familiarity with ITSM tools and ticket lifecycle management.

Strong analytical and problem‑solving skills.

Exceptional customer service and communication skills.

Ability to manage multiple priorities and work calmly under pressure.

Good documentation habits and attention to detail.

Microsoft certifications (e.g. MS‑900, MD‑102).

Experience supporting multi‑site or global user bases.

Experience with service improvement initiatives or projects.

Familiarity with reporting and dashboards (e.g. Power BI).

Exposure to change management or problem management processes.

Experience working with third‑party support vendors against contracted SLAs.

Package

35 days holiday

Health cash plan

Life assurance

Product allowance and staff discount

Early finish on Friday

We prioritise diversity, inclusion, and respect. We are committed to cultivating a workplace where differences are celebrated, and each individual feels heard and appreciated. We believe in keeping it simple: diversity is our strength, inclusion is our culture, and respect is our foundation.

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