Job Description

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At IPS, you will apply your knowledge, skills, and passion to make a difference in the lives of people, solving complex challenges related to pharmaceutical, biotech, and animal health research and manufacturing facilities.
We are looking for a talented Level 2 IT Support Engineer to join our team at our growing office in Birmingham, UK.
Are you ready for an exciting and challenging leap forward in your IT career, surrounded by a diverse, engaged and experienced group of IT specialists? Join us as a Level 2 IT Support Engineer, and you'll find just that, alongside ample opportunities for career progression and growth. With IPS, you'll deepen your industry knowledge, expand your skill set, take on a range of innovative and challenging projects, and broaden your perspective. We empower and support you to take significant strides in your career, with full ownership of your own career path and journey. Ultimately, our ethos centres around people - we endeavour to provide an environment in which our team thrives, individual careers flourish and enduring relationships are nurtured.
As a Level 2 IT Support Engineer, you will be instrumental in the provision of support to our end users in the EMEA region, and occasionally, to users across the globe. Your initiative, and ability to manage and effectively prioritise simultaneous asks will be crucial. From addressing operational tickets and preparing laptops, to large-scale, strategic projects across the department - this is the ideal role for a dynamic candidate that excels at the effective prioritisation and management of simultaneous asks, and can work off their own initiative while still being an active contributor to our close-knit team.
Your duties will include:

• Collaboratively working with a team of IT Engineers while fostering a customer-centric IT Support culture with the mindset of embracing a great place to work attitude.
• Handling issues and challenges that have been escalated from Level 1 support.
• Promptly escalating complex technical problems to 3rd level support as needed.
• Preparing laptops using scripts, imaging solutions, InTune, Autopilot and documentation provided by IPS.
• Delivering second-level support for desktop, applications, mobile platforms and network issues to users in multiple locations.
• Supporting the rollout of Desktop OS and applications, including testing and documentation.
• Contributing to IT and business projects.
• Efficiently sorting, managing, and addressing technical support requests through our Service Now Helpdesk system.
• Collaborating in the seamless onboarding of new hires via our well-established process, by setting them up with the necessary technology for success.
• Assisting the broader business with ad-hoc requests related to data security and ICT policies.

Qualifications & Requirements:

• Detail-oriented, with strong organizational, time management, and prioritisation capabilities.
• A passion for fostering authentic, strong relationships within the team and our end users, characterized by a shared purpose, pursuit of operational excellence, and a genuine sense of fun.
• Up to two years of direct experience in a similar role.
• Industry certifications are a plus.

About Us:
IPS, a Berkshire Hathaway Company, is a global leader in developing innovative business solutions for the biotechnology and pharmaceutical industries. Through operational expertise and industry-leading knowledge, skill, and passion, IPS provides consultancy services, architecture, engineering, project controls, construction management, and compliance services that allow clients to develop and manufacture life-impacting products. Its newest acquisition, Linesight, specializes in cost, schedule, risk, program, and project management services in various market sectors, including data centers, life sciences, and high-tech industries. With the addition of Linesight, IPS has over 3,000 professionals in over 45 offices across 17 countries in the Americas, Europe, Asia Pacific, Southeast Asia, Australia, and the Middle East.
Specialties
Process Architecture, Process Design, Engineering, Construction, Commissioning, Qualification, LEAN Project Delivery, Strategic Master Planning, Energy Conservation Management, Project Controls, Program/Project Management, Operations/Logistics Strategy and Planning, EPCMV and Staffing Services.
All qualified applicants will receive consideration for employment at IPS without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. IPS is proud to be an affirmative action and equal opportunity employer.
Attention Search Firms / Third-Party Recruiters: IPS is not seeking assistance or accepting unsolicited resumes from search firms for employment opportunities with IPS. Regardless of past practice, all resumes submitted by search firms to any employee at IPS via email, the Internet, or directly to hiring managers at IPS in any form without a valid written search agreement in place for a specific position will be deemed the sole property of IPS, and no fee will be paid in the event a candidate is hired by IPS as a result of the referral or through other means.

Skills Required