- 1st and 2nd line support for all IT products and services.
- taking ownership of Technology Support issues as they relate to specific sites as defined by the Service Delivery Manager.
- inbound calls, live chat, and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner.
- responsible for end-to-end ownership of incidents throughout their lifecycle.
- of Desktop equipment (Laptops and peripherals), Video Conferencing, Audio Visual and Telephony issues in regional sites either through active engagement with third party vendors or by travelling when required.
- problems to internal and external 3rd level support (other Group Technology resources and 3rd party suppliers) as appropriate and acting as a resource to implement solutions under 3rd level support direction.
- liaison between the regional customers and Group Technology, with the twin aims of ensuring that Group Technology understands the customers' needs and concerns, and that the customers understand Group Technology's plans and assumptions.
- opportunities to improve the knowledge within the Service Delivery Team
- of asset management process in region (complying with group wide approach).
- for local office delivery projects as directed by the Service Delivery Manager
- may involve work outside of core hours including when travelling to other UK Offices.
- in collaboration with regional service delivery colleagues to identify trends/ patterns in problem management and to work collaboratively to resolve these.
- documented procedures to manage secure access to IT systems for starters, leavers, and any internal staffing changes.
- and effectively investigate, diagnose, progress and action all operational events, alerts, and incidents to the agreed target, ensuring that issues are escalated
- operation logs on all events, warnings and alerts, as well as recording and classifying all messages.
- that all routine housekeeping tasks are completed on all operational infrastructure and IT services in a timely manner.
- with 3rd party suppliers for escalation of production issues
- in office setup, refurbishment and retirement of legacy technology.
- Very good expertise in current server and desktop operating systems, wide-area and local-area networking, the Internet and telephony and video conferencing communications i.e. Microsoft Teams/ O365.
- Mobile and Laptop device management including Intune.
- Cisco routers and switches would be an advantage although not critical.
- Experience with Microsoft Power Platform would be an advantage although not critical.
- Proven experience in a corporate technology environment.
- Proven experience in direct customer support.
- Experience with knowledge bases for support, including documenting knowledge articles.
- Degree qualified in a Technology/Technology discipline (preferred)
- The choice to work flexibly from home and the office, in line with our hybrid working principles
- Bonus linked to company and personal performance
- Generous 28 days holiday allowance, plus public holidays
- Annual leave purchase scheme
- Five days paid Caregiver/Dependant leave per annum
- Five paid days off per year for volunteering `
- Private healthcare, discounted dental insurance and health care cashback scheme
- Opportunity to participate in the company share scheme
- Access to a range of retail discounts and saving
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Service Delivery Engineer - London, United Kingdom - SThree
Description
**Please note this role is for a 12-month fixed-term contract**
SThree are delighted to announce that we're looking for a talented Service Delivery Engineer to join our wonderful team for 12 months.
SThree is the only Global, Pure-play STEM Specialist and our vision is to be the #1 Talent Provider in the Best Stem markets. To support this Strategy, we plan to build a World Class Operational platform to support our ambitions.
The Service Delivery Engineer provides 1st and 2nd line Support for all services, user provisioning, hardware break fix, monitoring and resolution of any issues affecting IT services and infrastructure providing clear and concise advice and guidance to all stakeholders whilst maintaining a professional standard. This role will have a requirement to provide onsite technical support based from our London office, however travel to other UK offices may be required.
About us
SThree is the global STEM-specialist talent partner that connects sought-after specialists in life sciences, technology, engineering and mathematics with innovative organisations across the world. We are the number one destination for talent in the best STEM markets: Recruiting highly skilled professionals and discovering life-changing jobs for the unsung heroes who will positively shape our future. Elevating expertise and energising progress for everyone.
Operating through a global house of specialist recruitment brands we know how to achieve the goals of STEM professionals seeking both permanent and contract work and understand the organisations who need them. The world is changing. And the people who change the world work with us.
What are the day-to-day tasks?
Experience, Knowledge & Skills
Qualifications
Benefits for our U.K. teams include:
What we stand for...
We're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable, and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected. If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.
While SThree is committed to hybrid working and these roles will fall under this policy, it is important to note that for a successful and efficient delivery of the project there will be a requirement for extended attendance in the office in line with the hybrid working policy.
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