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IT Operation Engineer (2nd/3rd Line)

  • Location:

    Brentford

  • Sector:

    Cloud, Infrastructure and Services

  • Job type:

    Permanent

  • Job functions:

    3rd Line Support, 2nd Line Support, IT Support

  • Salary:

    £45000 - £55000 per annum + Plus Bonus & Benefits

  • Contact:

    John Flynn

  • Contact email:

    john.flynn@lafosse.com

  • Job ref:

    86321_1673868799

  • Published:

    18 days ago

  • Expiry date:

    2023-01-31

  • Startdate:

    ASAP

Position - Senior IT Operation Engineer (2nd/3rd Line)

Location - Chiswick, London (Hybrid)

Salary - £45,000 - £55,000 + 10% Bonus & Benefits

Background

We are working exclusively with a global governance and standards organisation currently looking for a Senior IT Operations Engineer (2nd/3rd Line).

As part of the the internal IT team, the role would see you dealing with 2nd/3rd line support issues across the full array of their IT Infrastructure. This includes the full O365 suite, Azure, SCCM, Intune to name but a few. The role will provide technical on-site, face to face VIP IT support, within a BAU environment, including installation, troubleshooting, problem resolution and maintenance.

Key Responsibilities & Accountabilities

  • Must have extensive VIP & Executive level support experience.
  • Maintain and Support meeting room equipment to a high standard and be available when required to resolve any AV related issues.
  • Proven track record of problem ownership & resolutions, as well as working with product authority, external vendor support teams/third parties.
  • Accountable for achieving 2nd level fix rate in accordance with departmental KPIs and SLAs.
  • Obtain a good working knowledge of BSI as a business and what its main reliance on the IT infrastructure is.
  • Ensure all calls are effectively managed and owned through to resolution.
  • Act as a team player to share information and knowledge to ensure service is consistent and at the highest level that can be achieved.
  • Continuously strive to offer an excellent level of customer service.
  • To provide a service to users that meets or exceeds the agreed KPIs and in-line with agreed department procedures (SLAs).
  • Ensure adherence to Group IT policies at all times.
  • Accountable for documenting technical solutions and changes to current processes.
  • Assist in keeping up to date relevant IT Support system databases to ensure group information is up to date and accurate. This includes the Group Active Directory database.
  • Provide technical and administrative assistance to other IT/IS teams as required.
  • Work with 3rd party suppliers to provide and resolve IT services.
  • Work flexibly to ensure coverage of core business hours 08:00 - 18:00 Monday to Friday. Out of hours, weekend, and other site coverage to be covered as necessary and as agreed within BSI IT contractual obligations.
  • Must be prepared to work offsite for set periods as appropriate for the role.

Key Dimensions

  • There are office locations in Chiswick, Milton Keynes, Hemel Hempstead, Loughborough, and Lancaster.
  • We support offices across EMEA including France, Germany, Italy, Netherlands, Poland, Russia, Spain, Turkey, United Arab Emirates, Saudi Arabia.
  • It is anticipated that the supported population will generate about 500 support calls per month.
  • Many of the business-critical processes are automated and are highly dependent on IT equipment and services
  • Our 24/7 systems are hosted in a secure, resilient data centre.

Knowledge / Skills / Abilities

  • Demonstrably high level of customer services skills and team player focus.
  • Demonstrably knowledge in AD, O365, Azure, Intune, PowerShell and SCCM.
  • Excellent verbal and written communication skills.
  • Demonstrably knowledge of using ITSM tools specifically Service Now.
  • Sound working knowledge or preferably holder of ITIL Service Management methodologies.
  • Strong knowledge of Microsoft based operating systems (Server & Workstation).
  • Knowledge of server hardware technology.
  • Must be willing to work flexible hours.

This role has a hybrid working policy, with one day a week based in Chiswick, London and comes with a generous salary up to £55,000 plus 10% bonus & benefits.

For a confidential discussion - Apply now!