Job Description

Posted 1 week ago

Based: Maidenhead

Working Arrangement: due to the nature of the work, you will be onsite circa 4 days per week

Ultra Intelligence & Communications provides the critical, tactical communications that inform decision making in the most challenging environments. We have generations of expertise in mission-critical, multi-domain communications, command and control, and cyber security. Real-time C2 and integrated intelligence and leading-edge networked radio solutions are helping to reimagine the future of command and control in the connected digital battlespace.

As IT Support Engineer, you will be predominately office-based in Maidenhead with some UK travel. This will enhance your career, so you can benefit from the culture of Ultra, build relationships, and maintain a healthy work-life balance.

Security Clearance:

Candidates must be eligible to obtain the relevant security clearance required for the role, due to the nature of the programmes we deliver for our customers. SC/DV.

Job Description:

The IT Support Engineer function in Ultra is responsible for dealing with 1st/2nd tickets via our ticketing system.

You will be responsible for maintaining, supporting, and optimising key functional areas, particularly end user devices.

Key Responsibilities:

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As IT Support Engineer, you will provide consistently high quality and professional customer service to the Ultra Business in all areas of IT.

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Monitoring and taking ownership of tickets queues in the ticketing system for:

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Hardware including PC’s, laptops, printers, and mobile devices.

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Software including but not limited to, Microsoft Office 365, Desktop OS.

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Day-to-day running.

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Investigation of issues.

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Monitoring and updating the IT service desk system; prioritizing and following-up calls and ensuring that users are supported in a timely and effective manner.

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Supporting other team members to resolve issues and training within the team.

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Troubleshooting: diagnosing and testing issues raised concerning all hardware and software and escalating calls to appropriate individuals.

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Resolving service desk issues by liaising with end-users to ensure that requests are closed in a timely fashion in line with the IT SLA.

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Produce and maintain concise documentation on systems and procedures for the benefit of the IT team.

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Administer and maintain end-user accounts, permissions, and access rights.

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Provide technical and functional support on standard applications and software and support for all products/ equipment on the current approved list.

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Deploy PCs and devices to users and provide maintenance when required to ensure continuity of day-to-day business.

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Proactively maintain the Ultra asset management database to ensure that records are up to date and reliable when needed for auditing.

Qualifications & Skills Required:

Bachelor’s degree in information technology, Information Systems, Business, etc. or equivalent experience.

Strong ability to manage conflict resolution within direct team, cross-functionally and with external vendors.

Experience working in a global environment.

Exceptional knowledge of service and application delivery.

Knowledge of ITIL frameworks and service management methodologies.

Office 365, Azure, AD – Admin

Windows 10/11, Windows Server (Apply online only)M365 / Microsoft Exchange, Intune, Autopilot, SCCM.

Our Benefits

Every employee is critical to our success, and as such, we offer a range of flexible employee benefits, including:

Annual Bonus

Free onsite parking

Private Medical Cover

25 days’ holiday with the option to buy an extra 5

Pension Contribution

4 x Life Assurance Cover

Flexible working hours with a 1pm finish on a Friday

Flexible benefits including cycle to work scheme, will writing and more

Monthly Security Clearance Allowance – Subject to you holding the required security clearance