Workplace Operations IT Engineer

2 weeks ago

Hengoed, United Kingdom Cerco Full time

My prestigious customer is looking for a Workplace Operations IT Engineer to join their team based in Caerphilly. This role attracts a salary of £35k pa and inclusion in a non-sales-based incentive scheme.

Note: To be eligible for this you must hold or be able to attain SC Clearance.

This role carries 2nd and 3rd line technical support responsibilities plus a requirement for the individual to have management and implementation experience of various devices, software, and solutions. As part of the support delivery team, the successful individual will be included in a shift pattern falling within the hours of 7 am and 6 pm and an on-call rota for remote out-of-hours technical support. There may be occasional weekends or bank holidays working but requirements would be communicated in advance and pay adjusted accordingly.

As a Workplace Operations Engineer you will be responsible for delivering customer-focussed technical support to Managed Service customers. This requires an individual with good communication, problem-solving skills, and crucially - the ability to proactively work to a resolution and deliver a high-quality outcome through independent and collaborative working.

The role is based from the production facility in Caerphilly however there is the added opportunity to spend time in other locations such as customer sites or facilities. Access to a pool car or hire vehicle will be provided to travel to these locations.

The successful candidate will be working with and therefore requires management and implementation experience of

  • Windows & Mac client devices
  • Azure AD, Active Directory, PowerShell, Windows Server & Hyper-V
  • Office 365 & Azure
  • Market leading Backup and recovery solutions
  • Microsoft Intune and AutoPilot

In the role, you will carry a range of technical and customer-focussed responsibilities, including:

  • Delivering outstanding 2nd / 3rd line Technical support whilst working to high standards in the ITIL areas of Incident, Problem, Change and Service Request
  • Troubleshoot and resolve hardware and software issues
    • Forming part of the support delivery team, reacting to customer requirements for implementation or changes
    • Taking ownership of service-impacting issues for a customer’s estate, and resolving the issue effectively whilst keeping the customer updated
    • Supporting the Service Desk and colleagues to develop, implement and improve technical support tools, work instructions and processes
    • Maintain and update IT documentation
    • While this is primarily an operational support role there is some opportunity to get involved in project / implementation work.

    Working hours fall within the hours of 0700 to 1800 daily, dictated by the shift pattern which you are allocated. Therefore, on occasions, you will be required to cover additional shifts in the absence of colleagues, as directed by your manager. Working hours may occasionally include weekend and statutory public holiday working. The Company may from time to time require you to work such additional hours as may be necessary for the proper performance of your duties. Additionally, there is an on-call rota for remote out of hours technical support which would you be a part of.

Essential skills

You have demonstrable experience in the following:

  • End User Device/OS Systems Management, OS Deployment and Enterprise MDM
  • Active Directory and Domain Mgmt
  • Public Cloud Solutions: Azure or AWS solution design, implementation, and migration
  • Server Technologies: Virtualisation, particularly VMware or Hyper-V, Microsoft Windows Server 2012 / 2016

Desirable

You can demonstrate an awareness of / or have:

  • SCCM or equivalent solutions
  • ITIL v3/4
  • Training and/or mentoring junior engineers
  • Network Technologies: LAN/WLAN/WAN
  • UC Technologies: IP voice, Collaboration

Database systems: Microsoft SQLServer

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