IT Branch Service Specialist

**Job Title: Regional Support Engineer (IT Branch Service Specialist)**

**Location: Covering mulitple BCA locations: _Sandwich, Kingsnorth, Paddock Wood & Hook_**

**Salary: £35,000 + Company Car or Car Cash Allowance**

**Working Hours: Monday
- Friday 40 p/w**

**Job Status: Permanent**

**Role Overview**

Our Branch Service Specialist -provides onsite IT leadership, service and support duties to our branch-based customers at various sites This technical customer facing, branch and field-based role ensures the integrity of our branch-based IT services andworks very closely with branch customers and key stakeholders in constantly seeking ways to provide great IT service to our customers, both internal and external.

As the Branch Service Specialist, you will be responsible primarily for the BlackBushe and Hook branch and will lead and take ownership of IT. You will develop and maintain a deep level of understanding of the Branch IT infrastructure including architecturesuch as network, server, desktop, backup & recovery processes. You will provide both hands-on technical support duties and supervision of our branch third party IT suppliers, as well as supporting in non-technical issues where appropriate.

The key to success will be in ensuring that all Service Now tickets such as incidents, problems and requests are recorded, tracked, and resolved to service level adherence in ensuring our branches and business are fully supported in their day-to-day activities.

You will also be responsible for maintaining all IT equipment at your site and will take pride in keeping all equipment in its peak condition. This includes, but is not limited to desktop PCs, and comms room cabling and equipment. You will also be requiredto produce and maintain detailed documentation of the IT infrastructure and equipment at your branches.

**Your key responsibilities will include but are not limited to**:

- To be seen as a technically competent and a safe pair of hands in the management, delivery and support of our branch IT service and technology.
- To follow the branch engagement process in supporting your branch, and to develop and maintain an ongoing positive relationship with branch customers and key stakeholders
- To work closely with third party suppliers to ensure that key IT systems and services are monitored and maintained, and that all issues are resolved promptly
- The ability to technically understand, appreciate, support, and drive forward our branchbased IT Infrastructure and customer service focused approach (inclusive of your primary branches, but not limited to).
- To standardise our IT branch process and procedure, and to ensure single points of failure are identified and managed appropriately.
- To monitor and manage our branchbased services including service requests, incidents, problems, and changes.
- Working with our support technicians, specialists, and architects to identify areas in which to improve the service we deliver to our customers.
- To lead in branch installations and upgrades, change control and local communication updates.
- To be flexible in supporting our business needs outside the standard business working week, this may include evenings, weekends, and bank holiday working.
- To support our branch controls, documentation and workloads alongside the IT Support Manager ensuring branch needs are always managed effectively.
- Ensure IT documentation and procedures are consistently maintained, of good quality and effective in meeting customer expectation.
- To be actively involved in branch disaster recovery (DR) planning and testing needs.
- Ensuring IT facilities, controls such as UPS devices are regularly maintained.
- To work with our IT project and development teams as and when required, while at the same time managing businessas-usual support standards.
**Role Experience**
- Microsoft Windows server administration.
- Windows Desktop imaging, support, and administration.
- Experience in managing IT service, support, and project delivery initiatives.
- Experience in VIP / Senior management support, education, and training.
- Sound understanding of Active Directory and Group Policy configuration.
- Hands on network experience of LAN/WAN, wireless networks, switches, routers, and security technologies such as firewalls.
- Mobile technology support of devices such as apple, android, and Microsoft platforms.
- Good understanding of audio / visual components and supporting technologies.
**Required Competencies**
- Excellent written, verbal communication and presentation skills.
- Selfmotivated, organised, dependable andtitude
- Be prepared to travel to our business locations as and where required and provide out of hours support where required.
- To undertake any other miscellaneous or nonrecurring duties related to the role as may be directed.**Desirable Skills**:

- ITIL v3 or v4 Qualification to foundation level.
- Microsoft MCP, MCSE (Desktop and Server) qualified.
- Network qualifications such as CompTIA Network + and CCNA.
- Ability to mentor others and foster strong working relationships.
- Experience of standard supplier management practices and driving contractual adherence in order to deliver service and value.