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Project Implementation Technician

2 months ago

United Kingdom Zenzero Full time

Escalation and Project Technician
The Escalation and Project Technician role is critical to ensure high levels of investigative and analytical support to clients. You will be responsible for resolving technically challenging cases, investigating problems escalated from the Service Desk and Technical Services teams, within agreed KPIs and SLAs. You will be involved in large scale projects, problem management, and development and implementation of long term solutions. You will also be involved in project delivery, including but not limited to infrastructure projects, deployments, cloud migrations, as well supporting the Field Services team with onsite deployments if required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards

These may have been logged via telephone, portal, booking systems, email, or a chat.
Work on project tickets assigned to you. These will come from the PMO team and require focus, planning and research.
Ensure appropriate adherence to performance targets including KPIs and SLAs.
Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Knowledge and technical understanding of Microsoft 365 and general business IT systems.
Specialised knowledge/certification in more than one field of IT systems e.g. networking, server infrastructure, Azure, web services.
Experience of leading problem management, service change or implementation, or project delivery.
ServiceNow, Remedy, or Autotask in a service and project capacity.
Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management, Service Request Fulfilment and Change Management.
Experience working within PRINCE2 projects, as a team resource.