iXceed Solutions
Information Technology Support Engineer
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Associate – IT Resources
Location: Birmingham, UK
Work Mode: Fully Onsite
Contract: 6–12 months, with possible further extension
Experience: 1–3 years
Role Overview
The role is focused on IT Service Support, Operations and Hardware/Software Asset Management. The successful candidate will support day-to-day IT resource activities, ensuring effective asset handling, traceability, user support and service continuity.
Key Responsibilities
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Incident, Request & Problem Management
- Handle IT resource-related L1 incidents and service requests.
- Provide effective support to end users and ensure issues are resolved or appropriately escalated.
- Maintain accurate incident/request records.
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Hardware & Software Asset Management
- Receive IT materials and ensure proper documentation.
- Manage asset handover and return processes.
- Maintain accurate asset records and ensure full traceability.
- Support software licence utilisation and compliance activities.
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Asset Breakdown & Vendor Coordination
- Review day-to-day hardware/asset breakdowns.
- Coordinate with relevant vendor engineers for repairs and replacements.
- Follow up on escalations and ensure timely resolution to support service continuity.
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Service Level Management & Reporting
- Work within defined SLAs and service management processes.
- Prepare service reports using relevant tools/scripts.
- Monitor service performance and highlight issues where required.
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Service Desk Support
- Attend and resolve escalated calls from the Service Desk.
- Provide hands-on support for hardware, software and user-related issues.
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Change, Release & Configuration Management
- Document IT changes accurately.
- Perform CMDB updates and maintain configuration records.
- Support scheduled/forward changes as required.
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Service Improvement
- Support service improvement initiatives and action items.
- Identify opportunities to optimise IT support processes and improve service quality.
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Service Analysis & Optimisation
- Analyse historical incident/asset data.
- Provide relevant information and recommendations to management.
- Identify recurring issues and potential areas for improvement.
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IT Continuity / DR & BCP Support
- Assist with movement and tracking of IT materials.
- Participate in Disaster Recovery (DR), Business Continuity (BCP) and continuity-related activities where required.
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BCMS Tests & Drills
- Participate in assigned Business Continuity Management System (BCMS) tests, drills and activities.
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Laptop Imaging & Troubleshooting
- Perform laptop imaging, configuration and deployment.
- Troubleshoot hardware and software issues.
- Support device setup and preparation for users.
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