2nd Line Mobile Technician

3 weeks ago

Elland West Yorkshire, United Kingdom Sureserve Group Full time

The Sureserve Group employs over 3,200 people and delivers award-winning projects across the UK.
Across the UK, the communities in which we work face the same challenges and aspirations in combatting climate change, ensuring everything is done to improve energy efficiency and reduce CO2 emissions.
Working with partners, clients and their customers, we are improving our operations, and through our building safety and energy services our contribution to these communities will continue to drive progress towards a net-zero future.
We focus on quality of service and delivery, and on improving the lives of our clients and their customers by creating better environments in which to work, live and learn.
The Field Based 2nd Line Support Technician position will be a dynamic, self-motivated ICT Professional with the opportunity to perform a 360-degree role, having access to all functions relative to keep a user base live and efficient. Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. The incumbent will have responsibility for the ICT Van and the upkeep thereof along with adherence to all related policies and procedures.
The role will be field based and mobile as needed at the post holders own discretion and ICT Management and is subject to change after consultation.
A current UK driving licence is required for this role.
Understand and promote the ITIL framework in the daily role of service operations. Incident management will be of paramount importance as will the other service components of ITIL.
To provide advice to customers within Sureserve Group on the efficient and safe use of computer systems.
To be fully abreast of all Sureserve Group Security policies and processs and to fully endorse and enforce these in the live environment. Will act as the escalation point for the Service Desk
Using own judgment, gather detailed, complex and sensitive information and where appropriate input this accurately into the Service Delivery ITSM System and other system software.
Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.
Assist in the monitoring of Sureserve Group infrastructure, raising support calls and escalating when appropriate.
Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.
Within own sphere of responsibility, ensure the Service Delivery (first line support 7 2nd line) achieve targets (e.g. Maintenance and administration of telephony systems across the group
Report Writing and analytical analysis.
Administration of MS Dynamics Nav, Office 365, Windows 10
ITIL
Promote, champion and drive the use of ICT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across the ICT function. This will include the responsibility for owning and developing some of the ITIL processes.
Implement, document and review procedures and processes to improve service delivery functionality and store in an easily accessible central repository.
Analyse data to create reports to highlight any service level exceptions to the Group Service Delivery Manager.
Is required to manipulate data to provide regular management reports using the Service Delivery Tool set.
Asset Management within own sphere will be a clear indicator for success in the role
Will be responsible for asset management and tracking of Data assets through all ICT systems with respect to Sureserve Group
Will be responsible for asset management and tracking of Physical assets through all ICT systems with respect to Sureserve Group
Must understand the legal, fiscal and reputational effect of asset loss and moreover must be proactive in addressing and escalation occurrences when this could be so.
Will carry out security monitoring and auditing for:
Software
Must have a broad understanding of the physical layer of ICT, from Prep to support to asset management for all type of end point devices i.e. mobiles (Android/Apple etc.), Must understand Windows networking from DNS, DHCP to TCIP on an end point device and be adept at troubleshooting all the above.
On Call Rota
ICT Operates an OnCall Rota from 17:30
17:00 Saturday and Sunday. Competitive salary
Company pension scheme via pension salary exchange
Company van
Life assurance
Opportunity to participate inEV car scheme via salary exchange
Employee Assistance Programme with 24 hours telephone and online access
23 days annual leave (exc. statutory bank holidays and Christmas and New Year Closure)
Company sick pay
Everwarm Family Fun Day, Summer BBQ, Christmas Night out
Access to Flexible Benefits Scheme (including bike to work scheme, healthcare cash plan).

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