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Senior Support Engineer

1 month ago

Milton Keynes, Milton Keynes, United Kingdom FORTNA Full time

FORTNA is a leading provider of omnichannel and parcel distribution solutions. We partner with top brands to transform their operations and stay ahead of digital disruption. Our team of experts designs and delivers innovative solutions, powered by intelligent software, to optimize order fulfillment and last mile delivery.

As a Senior Support Engineer at FORTNA, you will be responsible for overseeing incident management, resolving technical issues, and ensuring exceptional client satisfaction. You will coordinate incident response teams, implement incident management processes, and maintain a support knowledge base.

Your key responsibilities will include:

  • Incident Management: Oversee incident prioritization, escalation, and resolution processes. Establish and enforce incident response service level agreements. Analyze performance metrics and implement improvements to enhance service quality. Lead incident response teams during escalated incidents. Conduct trend analyses and root cause analyses to prevent future incidents.
  • Acquisition & Deployment: Prepare budget proposals and collaborate on procurement of service management software. Research emerging products, services, and standards for help desk technology enhancement. Manage vendor relationships for system technologies procurement and adoption.
  • Operational Management: Design and enforce request handling and escalation policies. Coordinate transfer of incidents to problem management process. Monitor and test fixes to ensure effective problem resolution. Develop and disseminate help resources for end-users. Conduct training sessions and mentor support staff.

Requirements:

  • College diploma or university degree in a relevant field. Alternatively, 5 years of equivalent work experience with IT Service Management (ITSM) and IT Infrastructure Library (ITIL) methodologies.
  • Strong knowledge of computer hardware and desktop/server operating systems.
  • Experience in application support and diagnostic utilities usage.
  • Demonstrated experience in managing technical support teams and developing service level agreements.
  • Excellent relationship and performance management skills. Strong interpersonal and communication skills. Attention to detail and problem-solving abilities. Customer service orientation and ability to work collaboratively.
  • Experience with Kubernetes or other application development orchestration and containerization tools. Experience with automation tools like Ansible and Terraform. Experience with public cloud Virtual machine, networking, storage, and container solutions and support.

What we offer:

  • Competitive starting salary of £39,000, commensurate with knowledge and experience.
  • Pension: Contributions matched up to 7%.
  • Health Insurance: Private Medical Insurance coverage provided.
  • Healthcare Cash Back Plan: Contributes to everyday healthcare costs such as dental, optical, prescriptions, and various physical and mental therapies.
  • Employee Assistance Program: 24/7 support program available to employees.
  • Holiday Leave: 25 days holiday per annum.

Work Conditions:

  • Additional working hours may be required for incident response.
  • Ability to sit for extended periods and occasional travel.