Job Description

Wanted \xe2\x80\x93 I.T Support Engineer / 2nd Line IT Support \xe2\x80\x93 Solihull & Remote

Excellent opportunity to join one of the UK\'s leading Tier 1 building & civil engineering contractors to play a key role in their I.T Operations & Infrastructure team.

Mix of office and remote work.

ROLE:

The role of the End User IT Support Engineer is to provide IT support for all end user devices, Mobile, Tablet, PC, etc. EUS Engineers will handle technical incidents and requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Incident Management, Change Management, Problem Management and Service Delivery Management. The EUS Engineer and will contribute to the maintenance of and adherence to the operational processes, toolsets, and procedures.

You will be required to have a positive attitude to be able to deliver to the highest standards. You should be self-motivated, with the ability to work in high-pressure environments, individually and as part of a team.

DUTIES:

As I.T Support Engineer your duties will include:

• Supporting the EUS Team Leader and the Senior Engineers in the development and implementation of team, departmental and business wide service improvement plans and technical refresh/remediation plans and strategic plans.
• Carry out Root Cause Analysis activities for the team.
• Forward-plans and schedules meetings and engagements with others to ensure high attendance.
• Plans and prioritises tasks and activities such that regular attendance is maintained at Operational and Team meetings and other key or mandatory meetings.
• Work with the EUS Team Leader to design the cost and pricing structure for solutions provided to the end customer through in house or 3rd Party resource.
• Assist in the production of quotes and solution pricing for the business.
• Support the EUS Team Leader and assist in the delivery of the departmental budgets by highlighting cost savings where identified and ensuring that all works are priced correctly and delivered efficiently and effectively keeps accurate time and attendance records including time-recording for Projects.
• Assists the team in the resolution of Incidents and Requests assigned by the Service Desk Toolset, ensuring that timely updates are provided and that the Service Level Agreements are met.
• Accurately log (when appropriate) track, update and resolve incidents and requests in a timely manner meeting agreed SLA\xe2\x80\x99s and according to agreed standards and procedures endeavouring that normal service operations are restored as quickly as possible.
• Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, Project and other ITSS Processes.
• Liaises with vendors and suppliers in the escalation process for major incidents.
• Provide input that supports the Service Managers in the management of 3rd party suppliers, technical architects, and Internal business units
• Identifies key issues and risk elements and escalates promptly to the ITSS management team
• Demonstrate the ability to be a positive influence when working with internal and external teams.
• Assist in new Product launches, identifying EUS requirements and streamlined process.
• Adherence to all company and departmental process and procedures
• Participates in on-call support rotas, as agreed with Line Management, and adheres to the applicable on-call Process, policy, and Procedures.
• Create technical knowledge articles where possible and communicating fixes and workarounds within the team.
• Hardware support and operating system support.
• Active Directory support and server support including administration and configuration, on premise and virtualised.
• Support of network switches, mobile devices and \xe2\x80\x98agreed\xe2\x80\x99 systems and applications both local and cloud based.

• Responds to requests for support in a timely manner and according to agreed SLAs and procedures
• Ensures users and stakeholders are fully informed of progress and that corrective action is taken to avoid delays
• Provide advice and support to both internal and external customers to deliver a high standard of customer care
• Demonstrate a professional and flexible attitude to ensure that customer expectations are met.
• Adopts the IT Communication Principles and standards for all communications with those outside the EUS department
• Proactively notifies customers and stakeholders of any deviation from agreed plans, activities, and task
• Applies effective personal Time Management and Planning to ensure all duties and activities are completed in a timely manner, proactively notifying others of any changes to completion times/dates

REQUIREMENTS:

To be considered for this IT Engineer role you must meet the following criteria:

-Excellent customer focus skills with a service-orientated approach

-Strong communicator both written and verbal

-An eye for technical detail and a \xe2\x80\x9ccompleter/finisher\xe2\x80\x9d

-Extensive knowledge and experience across Microsoft cloud technology

-Experience within a mature Shared Service or Commercial IT Services operation

-Computer literate across all Microsoft Office and Windows

-Experience of creating technical documents and Knowledge base solutions

-Ability to competently act as the technical point contact of escalation for incidents

-The ability to Investigate potential future technologies and solutions that may benefit the IT

-ITIL Foundation Level as a minimum

-Strong 2nd Line IT Support experience in a Cloud first environment

-Windows 10 support experience

-Supporting a range of Microsoft products at a 2nd line level

-Desktop, Mobile Device and Laptop support knowledge

-Experience supporting and administrating O365/M365

-PowerShell Scripting experience

-Experience of working within a Microsoft Azure environment

REMUNERATION:

The successful I.T Engineer will receive:

• Competitive salary
• Car / allowance
• 26 days annual leave (with the opportunity to buy or sell up to 3 days holiday)
• 3 additional long service days achieved after 3, 7 and 10 years
• Private medical insurance for yourself (with the option to buy family cover)
• Life Assurance
• Defined contribution pension scheme matched up to 8%
• Enhanced maternity, paternity and parental leave
• 2 days volunteering opportunities
• Flexible and Agile working (dependent on your role)
• Employee Assistance Programme \xe2\x80\x93 including financial advice and guidance.
• Professional membership fees
• Perks at Work Employee discount scheme offering discounts on a range of categories such as electronics, home appliances, food & groceries, car buying, travel, fitness and more
• Flexible Benefits scheme which includes the opportunity to purchase benefits such as:

• Critical illness insurance (with option to purchase for your partner)
• Dental Insurance
• Travel insurance
• Bike to work scheme
• Retail vouchers/payroll giving/activity pass for top leisure attractions

To be considered for this vacancy or to find out more information please apply now.

Services advertised by Talk Recruitment are that of an employment business and/or agency

Talk Recruitment