2nd Line Onsite Support Engineer - 3 Month Contract
Location: Bristol - Onsite
Shift pattern: Monday to Friday, 7am to 7pm coverage, 37.5 Hour week (7.5 hour days plus Lunch)
KEY ACCOUNTABILITIES / ROLE PURPOSE
For over 30 years Ultima has offered end to end solutions for customers across the globe including Fulfilment, Managed & Professional Services as well as innovation via our Ultima Labs division.
Our managed service division is in a period of extensive growth; we utilise cutting edge technology & solutions to deliver a world class service to our customers.
The role of the 2nd Line Onsite Support Engineer is to provide Infrastructure managed service and IT support to our Customers and their IT teams as well as assisting the End User Support teams with escalations. Engagement with customers to investigate, present and implement project deliverables in line with the skills and experience of the role.
MAIN DUTIES AND RESPONSIBILITES
- Supporting the Team Lead in the identification and delivery of technical training opportunities for more junior Engineers.
- Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
- Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
- Contribute to the continuous service improvement plan for the team processes and procedures.
- Perform a series of routine proactive checks to ensure the prevention of incidents and service interruption.
- Escalate issues to relevant Partners, Internal Teams and Customer Escalation contacts in line with the P1 Incident Management process.
- Act as a point of escalation for the wider team as well as to the Service Desk Teams for infrastructure and complex end user incidents.
- Prioritise and respond to incoming contacts via ITSM Tool, Chat and telephony platform ensuring ITIL best practice ticket management is adhered to.
- This includes the troubleshooting of Infrastructure alerts, deploying approved changes and remediating patch failures.
- Providing technical assistance to our range of Customers and their IT teams in line with the agreed SLA’s.
ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE
- A minimum of 2-3 years experience working in an IT service desk environment
- Experience in the use of Windows 10, Microsoft Office 2016 or Microsoft Office 365 with knowledge of supporting Windows operating systems
- The ability to provide full user account management
- A knowledge of printer and network troubleshooting
- Excellent communication skills and committed to delivering excellent levels of service to clients at all times
- Proven problem solving skills
- Excellent personal organisation, the ability to prioritise and carry out multiple tasks
KEY COMPETENCIES REQUIRE FOR ROLE
In line with our company values every employee will be able to demonstrate the following qualities:
Autonomy
- Taking Responsibility – Willingness to show initiative and a readiness to own decisions and their outcomes.
- Planning and organisation – Being systematic, organised, planning flexibly but effectively.
Passion
- Analysis and Problem Solving – Analysing and evaluating problems, swiftly determining a corrective course of action in line with Service Level Agreements.
- Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.
Integrity
- Quality Focus – Concern for quality, being attentive to detail and willing to try to improve one’s own performance. Understanding and adherence to quality procedures.
- Decision Taking and Risk Management – Willingness to take difficult decisions and have confidence in your decision making and attitude to risk and impact.
Respect
- Communication – Clarity and confidence in written and verbal communication. The ability to follow the correct communication and escalation channels.
- Relationships – Build and maintain positive, productive relationship with colleagues, customers and partners.