IT Mobile Device Technician

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

About the job

• To resolve faults, fulfil service requests and to deliver IT Telecoms services to South West Trains departments in accordance with Service Level Agreements.
• To provide a strong customer focus to end users to ensure requirements are met and the customer is kept fully up to date with on-going progress.
• To provide IT Telecoms solutions (land lines, mobile telephones and mobile data services) to meet business requirements.
• To actively represent IT in any projects that have a requirement for IT Telecoms solutions

Your main responsibilities will be:

• Ensure all faults, service requests and projects are logged, assigned and given the correct priority.
• Ensure all calls personally assigned are resolved within the agreed Service Level Agreement.
• Ensure the Service Desk System is updated with call progress and activities.
• Attend South West Trains sites to fix telecoms faults and implement new technologies.
• Maintain excellent communications and provide regular progress updates with other team members and IT customers.
• Assist in resolving escalated calls and planning speedy resolutions for any telecoms calls that fall outside the Service Level Agreement.
• Ensure effective Service Delivery processes and procedures are implemented and followed in line with ITIL standards.
• Ensure the IT procurement process is followed and liaise with the South West Trains Procurement and Contract department as necessary.
• Manage safety activities and take necessary action within own area of responsibility to ensure the safety of all staff.
• Make recommendations to the Head of IT Service Delivery on improvements for the support activity and the quality of service provided.
• Create and maintain IT records including user accounts, asset register, software inventory and support documentation.
• Provide advice, guidance, costs and implementation of any requested services or projects.
• Provide out of hours support if required

You'll need to be:

• Proven, excellent organisational and administration skills
• Blackberry Enterprise Server Administration (Ideal but not essential)
• Proven * Good Server Administration (Ideal but not essential)
• Knowledge of mobile technology such as Blackberry, iOS, Android, Windows
• Ability to present alternative concepts for the delivery of services in order to seed up the process
• Lotus Notes, includes creation of mailboxes, setting permissions etc
• Proven, strong communication skills, written and oral
• Ability to present and train users on telecoms technologies that are provided
• Ability to deal with staff at all levels
• ITIL (Information Technology Information Library) aware or preferably ITIL Foundation V3 accredited
• Customer focussed
• Proven, excellent fault diagnosis, troubleshooting skills and the ability to proactively review incidents to identify trends
• Issue management and resolution skills
• Ability to prioritise and mange workloads
• Enthusiastic team worker
• Ability to work under pressure and take responsibility for major issues
• Ability to liaise with suppliers who provide third party support to systems to seek resolution to problems.

Working pattern

You will work an average of 37 hours across a 5-day week, typically; Monday to Friday, office hours

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.