3rd Line Support

Job Locations UK-Nantwich
Job ID
2021-3337
Category
Information Technology
Position Type
Full Time
Reports To
IT Manager
Remote Office
Yes

Business Overview

Genus is a FTSE 250 company, headquartered in the UK and listed on the London Stock Exchange. With revenues of around $600 million, it has a workforce of approximately 3,000 employees throughout the world. Genus has been one of the best performing stocks on the London Stock Exchange. 

 

Genus is a global market leader in bovine and porcine genetic improvement, Genus helps its customers in the dairy, beef and porcine supply chains around the world. Genus' vision of "pioneering animal genetic improvement to nourish the world" is supported by its core values of customer-centric, results-driven, pioneering, people-focused and responsible,

Role Overview

Genus' Global IT team are recruiting for an experienced 2nd Line Support Technician to join the team of three 3rd Line Support Technician's on a full-time permanent basis with an immediate start. The role offers the opportunity to work from anywhere in UK, connecting virtually with teams across the globe.

 

The role of 3rd Line Support is close to the business, you will interact with and support colleagues at every level - your ability to build relationships at a distance is key! Occasional travel will be required as you will be responsible for the enrolment and dispatch of workstations globally; ensuring application upgrades for all desktop software are completed and Genus team adoption to the newly delivered functionality. 

 

You will be resposible for testing and implementing new solutions, software and systems in line with global plans. This is a truly collaborative role working within the Global IT team, collaborating with the IT Infrastructure, IT Development Teams, IT Azure Cloud Operations, IT Security and IT Change and Training Team to promote a system and culture of "shift left" thinking, ensuring tasks are delivered using agreed processes and structures, supported by documentation, training and coaching. 

 

In the role, you will act as an escalation for more complex technical queries from the Global Support Service Helpdesk and support major incident resolutions involving Office 365 technologies for Genus and it's associated brands. This position provides you with the opportunity to learn and develop new skills, sponsorship for further learning and development is available, IT career opportunities are far reaching at Genus!

Essential Duties and Responsibilities

  1. Maintain and deploy standard Office 365 versions; monitor compliance and remediate
  2. Manage and maintain our Microsoft Endpoint Manager suite to enable seamless deployments and configuration of desktop and mobile software and OS
  3. Deploy, maintain and upgrade support applications (eg Cherwell, Ivanti, Lansweeper) and act as a subject matter expert for these systems
  4. Maintain and deploy standard Windows 10 & 11 image builds via Microsoft Autopilot; monitor compliance and remediate
  5. Manage, monitor and remediate IT Security installations for compliance against standards – Ensuring 100% of devices are encrypted and protected by anti-virus unless specific software or functionality precludes
  6. Perform periodic performance monitoring and reporting to support capacity planning
  7. Scripting using PowerShell, including use of a Source Control system to automate repetitive tasks such as joiner and leaver processes
  8. Through management of testing and implementation plans for new and changed software, ensure training plans and IT knowledge systems are amended; Communicate proposed system changes and benefits to end users where required
  9. Support vulnerability remediation activity in conjunction with the Infosec Officer to ensure patches are deployed to all endpoints; Provide monthly compliance reporting on patch compliance
  10. Work with Development teams to support their development of SharePoint, PowerApps and Power Automate solutions from the customers’ requirements; test and deploy SharePoint solutions; implement SharePoint Workflows and develop business dashboards and document repositories
  11. Work with Cloud Ops team to design and deliver Azure cloud solutions to meet customers’ requirements
  12. Ensure new/changed systems are documented and incepted using global change management process

Requirements

  • Previous experience in 2nd line support or above
  • Proven Windows Powershell skills
  • Full clean driving licence for occasional travel to the Genus ABS European Head Quarters in Cheshire, England and satelitte sites

Equal Employment Opportunities

Genus is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Genus prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Genus conforms to the spirit as well as to the letter of all applicable laws and regulations.

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