Overview
The apetito business provides vital services to our customers round the clock, and IT plays a central role in its success. The IT team supports the infrastructure and services that are essential for the business’s operation. This is an excellent opportunity for someone who wants to advance their career towards a more independent role, with exposure to a wider range of technology solutions.
The person who takes on this role will report to the Senior IT Operations & Infrastructure Manager, ensuring that solutions are well-maintained and supportable. We operate within an ITIL framework, supporting and managing changes in our Enterprise IT infrastructure and IT assets accordingly. We are looking to hire a Senior Service Desk & End-User Compute Engineer who will enhance our team.
Our aim is to provide world-class IT infrastructure and projects that support the business, and you and the team will enable this.
1. This roles is based at our Portbury office.
2. Working hours are Monday-Friday, 8.30am-5pm.
3. The nature of this roles requires you to be on-site so home working is not available for this role.
Responsibilities
4. Performs timely resolution of workstations, mobile, hardware and software problems within SLAs (Service level Agreement) through effective use of experience, knowledge, and technical resources through a ticketing system.
5. Follow-up all processes for use of IT systems, document all actions and activities performed on IT equipment.
6. Autonomous, self-motivated, and able to act with limited support and supervision (On-Call services)
7. Conforms to international key IT processes such as support, change and asset management (ITIL)
8. Break-fix and support in Microsoft & Mac environment for laptop, desktop, scan guns and associated hardware, software & peripherals including operating System.
9. 365 and Exchange administration - eg mailbox limits, mailbox sharing
Provide smart hands and eyes support for Servers, network equipment, and security devices on site locations,
10. Coordinate with vendors/Contractors for provision of end-user support (eg, Hardware repair, replacement, intervention )
11. Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs.
12. Help to manage CMDB (Configuration Management Database) provide proper maintenance of asset information.
13. Provide IT support for on-site and/or off-site events and meetings
14. Provide On-call support outside business hours,
15. Implement best practices to resolve issues, follow guidelines provided (Knowledge Base), document and improve existing guidelines, and propose new ones.
16. Manage and inventory LAN cabling/racking, coordinate port activations and deactivations.
17. Train and mentor junior service desk staff.
Qualifications/Personal Qualities
18. Able to quickly understand, diagnose and, if needed, assist users with IT related issues
19. Self-motivated and able to own and manage workload with minimal supervision – a proven self-starter
20. Able to demonstrate a structured approach to work as well as being able to work well in team environment and deal with people professionally at all levels
21. Is used to working in a high workload environment and can readily prioritise issues and escalate if required
22. Able to demonstrate a structured approach to work as well as being able to work well in team environment and deal with people professionally at all levels
Options
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