Service and Performance Monitoring Engineer

4 weeks ago

London, United Kingdom SThree Full time

Please note this role is for a 12-month fixed-term contract**
SThree are delighted to announce that we’re looking for a talented Service Delivery Engineer to join our wonderful team for 12 months.

To support this Strategy, we plan to build a World Class Operational platform to support our ambitions.

The Service Delivery Engineer provides 1st and 2nd line Support for all services, user provisioning, hardware break fix, monitoring and resolution of any issues affecting IT services and infrastructure providing clear and concise advice and guidance to all stakeholders whilst maintaining a professional standard. This role will have a requirement to provide onsite technical support based from our London office, however travel to other UK offices may be required.

SThree is the global STEM-specialist talent partner that connects sought-after specialists in life sciences, technology, engineering and mathematics with innovative organisations across the world. Operating through a global house of specialist recruitment brands we know how to achieve the goals of STEM professionals seeking both permanent and contract work and understand the organisations who need them. 1st and 2nd line support for all IT products and services.
~ taking ownership of Technology Support issues as they relate to specific sites as defined by the Service Delivery Manager.
~ inbound calls, live chat, and self-service requests; 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.
~ 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.
~ liaison between the regional customers and Group Technology, with the twin aims of ensuring that Group Technology understands the customers’ needs and concerns, and that the customers understand Group Technology’s plans and assumptions.
~ opportunities to improve the knowledge within the Service Delivery Team
~ of asset management process in region (complying with group wide approach).
~ for local office delivery projects as directed by the Service Delivery Manager
~ may involve work outside of core hours including when travelling to other UK Offices.
~ in collaboration with regional service delivery colleagues to identify trends/ patterns in problem management and to work collaboratively to resolve these.
~ that all routine housekeeping tasks are completed on all operational infrastructure and IT services in a timely manner.
~ with 3rd party suppliers for escalation of production issues
~ in office setup, refurbishment and retirement of legacy technology.


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.
Experience with Microsoft Power Platform would be an advantage although not critical.
Proven experience in direct customer support.
Experience with knowledge bases for support, including documenting knowledge articles.

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

We’re committed to ensuring for our colleagues, candidates and communities, that all processes are equitable, and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected. If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we’ll be happy to help.
While SThree is committed to hybrid working and these roles will fall under this policy, it is important to note that for a successful and efficient delivery of the project there will be a requirement for extended attendance in the office in line with the hybrid working policy.

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