IT Service Delivery Engineer - Derbyshire, United Kingdom - Page Group

Page Group
Page Group
Verified Company
Derbyshire, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

The IT Service delivery engineer will provide effective IT 1st and 2nd line end user support, receiving, responding to and resolving allocated calls and user tickets.


Client Details


A large customer centric organisation, who is going through a large transformation programme, bringing their IT service in the digital age.


Description

RESPONSIBILITIES

  • To provide on site and remote IT technical support for all of the clients sites with travel to other sites where required.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Respond to enquiries from clients and help them resolve any hardware or software problems.
  • Support users in the use of Computer equipment by preparing and providing necessary training and advice.
  • To ensure IT end user equipment adheres to policies, procedures and standards (incl security), preparing exception reports and resolution plans for management.
  • Perform end user equipment setup, installation & deployment according to the organisations standards.
  • To work effectively with 3rd line support, allocating more complex issues to the relevant infrastructure engineer, coordinating with other members as required and escalating if issues go beyond defined SLAs.
  • To liaise with and arrange for external technical support where problems cannot be resolved in house, ensuring escalation up the IT management chain.
  • Performs basic diagnosis and support of infrastructure issues, following defined procedures to monitor systems, resolve problems and completes regular system checks.
  • On site, Remote and Field Support.

Profile

  • Relevant 1st and 2nd line support experience and technical field support
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7/ 10) and understanding of Windows Server environment a benefit
  • Experience using and troubleshooting Microsoft Office / Office 36
  • Experience using and troubleshooting Smartphone devices/tablets, including MDM tools
  • Excellent understanding of end user hardware setup and configuration
  • Basic networking skills with Cisco switches / routers
  • Basic virtualisation experience with VMWare virtual machines
  • Excellent telephone manner and face to face communication skills
  • Strong team player who emphasis is on quality customer service
  • Service focused approach when responding to incidents, problems, changes, projects
  • ITIL Knowledge
  • Previous experience with Field and on call technical support

Advantageous

  • Azure
  • Intune
  • SCCM/MECM

Job Offer

  • Competitive Day Rate
  • Friendly and experienced team
  • Free Travel and Parking
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