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Service Desk Engineer
4 months ago
The Role
The candidate will require an extensive 2nd/3rd line skill set with patching experience and will play a crucial role in maintaining and enhancing our IT infrastructure, ensuring optimal performance and reliability, helping client grow into a first-class operational hub serving the defence and security industry.
As 24x7 operations is new to client the successful candidate will join a phased approach to supporting our services and helping us create our 24x7 function.
The candidate will join a working day shift moving into weekend support onto a full 24x7 rota; the established rota will run as a 12-hour shift, working 4 days on 4 days off.
Role Responsibilities
Key responsibilities include but are not limited to:
Incident Management:
* Respond to and resolve complex incidents.
* Provide efficient and timely solutions to maintain high service levels.
* Manage P1 communications and technical incident calls if required.
Patch Management:
* Regularly test and patch systems and software to ensure security and functionality. This includes scheduled maintenance and ad-hoc tasks.
Monitoring and Troubleshooting:
* Monitor system performance and troubleshoot any issues that arise. This may involve working with various technologies and platforms.
Documentation:
* Accurately document all actions taken, including incident resolution, system changes, updates, and detailed reports on testing activities.
Communication:
* Maintain effective communication with team members, Shift lead and manage internal and external incident comms.
Test Management:
* Follow detailed test plans meticulously, conduct thorough testing as per the outlined procedures, and report findings and outcomes to the Test Manager.
* Ensure all testing is completed to a high standard and within specified timelines.
Continuous Improvement:
* Contribute to the continuous improvement of our processes and services.
* Stay updated with the latest technologies and best practices in the field.
Working Hours:
This position will initially operate during standard day hours as part of our preparatory phase for 24x7 operations.
Flexibility to transition to shift work, including nights and weekends, will be required as we move to round-the-clock operations later in the year.
Education And Experience Requirements
As the 24/7 Support Engineer you will have:
* The successful Engineer will need to possess 3 years' experience within IT Support, ideally covering 2nd line and some 3rd Line duties.
* ITIL V3/4 Foundation or above.
* Ideally, you will have some form of IT qualification, either BTEC, A Level's, HND/HNC or Degree. Any IT certifications will enhance your application.
* Ability to work autonomously under your own initiative.
* To succeed within this role, you will need to be a good communicator and be able to convey technical issues to non-technical users.
* A commitment to continually developing technical skills.
* Initiative and pro-activity matched by an ability to be a strong member of a team.
* Experience of managed service environments, with an awareness of ITIL best practice.
* Experience of build, test, and implementation of systems, along with 3rd line operational support.
* Effective communication skills with the ability to influence and negotiate both internally and externally.
* Willingness to work flexibly in response to changing organisational requirements.
UK Security Check (SC) clearance is required for this position. Candidates must possess or be eligible to obtain SC clearance, with a view to obtaining UK Developed Vetting (DV) clearance as required
