Professional IT Support

About the Role

The IT Infrastructure Support Engineer Tier 1 & 2 provides technical support across the EMEA North Cluster, covering Service Desk, Site Support and Infrastructure Run activities.

The role combines first-line user support with second-line technical and infrastructure support, ensuring incidents and service requests are handled effectively in line with agreed SLAs, ITIL practices and global IT standards.

Key Responsibilities

• Ensure effective delivery of IT Infra Run services across the EMEA North Cluster, including Service Desk, Site Support and Network Run activities.
• Provide Tier 1 and Tier 2 support, covering both user-focused and infrastructure-focused issues.
• Ensure incidents and service requests are progressed within agreed SLAs and operational targets.
• Follow ITIL processes and ITSM guidance, maintaining alignment with global IT standards.
• Act as a technical escalation point and escalate issues to specialist teams where required.
• Maintain clear and professional communication with end users and technical teams.
• Work collaboratively with IT teams across EMEA to share knowledge and best practices.
• Support infrastructure services, asset deployment and Standard Operating Procedures.
• Support the deployment, maintenance and lifecycle management of end-user devices and IT assets.
• Build effective working relationships with business stakeholders and contribute to continuous service improvement.
• Create and maintain technical documentation, knowledge articles and SOPs.
• Provide onsite IT support across North Cluster locations where required.

Experience & Skills

Essential

• Minimum 2 years' experience within an IT Service Desk, Desktop Support, Site Support or similar IT support environment.
• Good working knowledge of Windows 10/11, Microsoft 365, Active Directory and/or Entra ID.
• Experience troubleshooting end-user hardware, applications and common connectivity issues.
• Good understanding of networking concepts including TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN.
• Experience using an IT Service Management or ticketing platform, ideally ServiceNow.
• Understanding of ITIL principles and IT Service Management processes.
• Strong troubleshooting, customer service and communication skills.
• Ability to prioritise workload and manage multiple incidents and requests.
• Ability to work independently and collaboratively within a regional and global IT environment.
• Windows 10/11 troubleshooting, user profiles, applications, printer mapping, OS recovery, performance issues and Group Policy awareness.
• Strong knowledge of Microsoft 365 including Outlook, Teams, OneDrive, Office applications, Exchange Online and SharePoint.
• Experience with Active Directory and Entra ID account administration, security groups, MFA and SSO.
• Experience with endpoint management technologies including Intune, SCCM/MECM, Autopilot, device deployment, application deployment and patch management.
• Experience supporting laptops, desktops, docks, monitors, printers, mobile devices and hardware diagnostics.
• Knowledge of incident, request, knowledge and problem management processes, including SLA adherence and escalation management.
• Experience using ServiceNow for ticket ownership, queue management and service delivery.
• Understanding of security controls including MFA, BitLocker, endpoint security and security incident awareness.
• Experience managing IT assets, stock control, device lifecycle activities, meeting room technologies and onsite support.
• Ability to create and maintain technical documentation, knowledge articles and Standard Operating Procedures (SOPs).

Desirable

• Full UK driving licence due to travel requirements between sites.
• ITIL Foundation certification or equivalent practical experience.
• Experience with Microsoft Intune and Windows Autopilot.
• Experience supporting Microsoft Teams Voice or Teams Rooms.
• Experience with PowerShell scripting and automation.
• Knowledge of Azure, Entra ID and cloud administration concepts.
• Experience with infrastructure monitoring, alerting and event investigation.
• Experience supporting collaboration technologies, conferencing solutions and meeting room environments.

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organisation. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.