Service Delivery Engineer London
SThree
- London
- Contract
- Full-time
- Providing 1st and 2nd line support for all IT products and services.
- Proactively taking ownership of Technology Support issues as they relate to specific sites as defined by the Service Delivery Manager.
- Answer inbound calls, live chat, and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner.
- Ownership of Desktop equipment (Laptops and peripherals), Video Conferencing, Audio Visual and Telephony issues in regional sites either through active engagement with third party vendors or by travelling when required.
- Escalating problems to internal and external 3rd level support (other Group Technology resources and 3rd party suppliers) as appropriate and acting as a resource to implement solutions under 3rd level support direction.
- Providing liaison between the regional customers and Group Technology, with the twin aims of ensuring that Group Technology understands the customer's needs and concerns, and that the customers understand Group Technology's plans and assumptions.
- Ownership of asset management process in region.
- Responsible for local office delivery projects as directed by the Service Delivery Manager
- Role may involve work outside of core hours including when travelling to other UK Offices.
- Working in collaboration with regional service delivery colleagues to identify trends/ patterns in problem management and to work collaboratively to resolve these.
- Follow documented procedures to manage secure access to IT systems for starters, leavers, and any internal staffing changes.
- Maintain operation logs on all events, warnings and alerts, as well as recording and classifying all messages.
- Ensure that all routine housekeeping tasks are completed on all operational infrastructure and IT services in a timely manner.
- Liaise with 3rd party suppliers for escalation of production issues
- Involvement in office setup, refurbishment and retirement of legacy technology.
- Demonstrate very good expertise in current server and desktop operating systems, wide-area and local-area networking, the Internet and telephony and video conferencing communications i.e. Microsoft Teams/ O365.
- Mobile and Laptop device management including In tune.
- Cisco routers and switches would be an advantage although not critical.
- Experience with Microsoft Power Platform would be an advantage although not critical.
- Experience with knowledge bases for support, including documenting knowledge articles.
- Degree qualified in a Technology/Technology discipline (preferred)
- The choice to work flexibly from home and the office, in line with our hybrid working principles
- Bonus linked to company and personal performance
- Generous 28 days holiday allowance, plus public holidays
- Annual leave purchase scheme
- Five days paid Caregiver/Dependant leave per annum
- Five paid days off per year for volunteering `
- Private healthcare, discounted dental insurance and health care cashback scheme
- Opportunity to participate in the company share scheme
- Access to a range of retail discounts and saving