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24/7 Service Support Specialist

1 month ago

StokeonTrent, Stoke-on-Trent, United Kingdom SecureCloud+ Full time
Job Summary

We are seeking a skilled and dedicated 24x7 Engineer to join our new 24x7 operations team based out of our Stoke on Trent site.

The successful 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.

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.

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.

Key Responsibilities
  • 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.
  • Regularly test and patch systems and software to ensure security and functionality.
  • Monitor system performance and troubleshoot any issues that arise.
  • Accurately document all actions taken, including incident resolution, system changes, updates, and detailed reports on testing activities.
  • Maintain effective communication with team members, Shift lead and manage internal and external incident comms.
  • Follow detailed test plans meticulously, conduct thorough testing as per the outlined procedures, and report findings and outcomes to the Test Manager.
  • Contribute to the continuous improvement of our processes and services.
Requirements
  • 3 years' experience within IT Support, ideally covering 2nd line and some 3rd Line duties.
  • ITIL V3/4 Foundation or above.
  • Ideal IT qualification, either BTEC, A Level's, HND/HNC or Degree.
  • Ability to work autonomously under your own initiative.
  • Good communication skills and ability to convey technical issues to non-technical users.
  • 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.