Uk IT Operations Specialist - Manchester, United Kingdom - Amplifon Group

Amplifon Group

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who we are

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization, and consumer care. More than 18,500 professionals every day in a network more than 9,200 points of sale give back the joy of hearing, feeling, and living to thousands of people across the world.

Amplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace.

Aligned to this goal, we offer a hybryd working policy, allowing employees to work

9 days/month remotely.

What we are looking for

The IT operations team are responsible for supporting and maintaining our Support office and nationwide network of clinics to resolve issues with systems and Hardware in an efficient manner. IT Operations are also responsible for the evolution of technologies and implementation, to drive continual improvement of performance and business process.

Key responsibilities

Service Delivery
To provide 2nd line technical support professionally and efficiently, maintaining a high degree of customer service at all times
Responsible for maintaining the security of our desktops and servers e.g. laptop encryption, maintaining antivirus, monitoring/reporting etc.

- configuration and deployment of software to new laptops and desktops

Provide solution(s)/work around(s) to incidents and Problems
Work to SLA thresholds for incident(s), request(s) and problem(s)
Escalate IT issues within the team and to suppliers where necessary ensuring full ownership of issue all the way through to resolution
Systems and performance monitoring
Providing support for mobile devices, printing etc
Perform any other reasonable duties consistent with the role, as required
KPI Improvement
Support the IT Operations delivery plan focusing on improved service levels and accuracy
Ensure that all incidents are closed within SLA
KPIs: Time to solve, Resolution Quality
Continuous quality improvement
Stakeholder Management
Establish and builds key relationships with internal and external stakeholders effectively
Effective Communication
Working with internal customers and teams to ensure operational and service excellence is delivered and maintained
Establishing a good working relationship with the business and internal customers
Liaising with Suppliers to resolve issues with managed services

Skills and QualificationsEssential:

Windows 10

- iOS/Android

Microsoft Azure
Office 365 Administration
Active directory Administration
Strong network trouble shooting experience (TCP/IP, DNS, WAN/LAN)
Experience with ServiceNOW or similar ITSM systems
Strong troubleshooting experience of desktop and peripheral issues
Ability to produce clear and accurate documentation
Knowledge of VOIP hardware basic troubleshooting
Strong attention for detail to ensure consistency & accuracy in the quality of work delivered
Great communication skills both written and verbal.
Handle multiple, complex priorities and balance the needs of each according to business impact.

Desirable:

Knowledge of software package creation using tools such as SCCM or BigFix
Knowledge of Sentinel One Endpoint security
Understanding of ITIL framework
Experience of imaging tools such as Microsoft MDT and Dell image assist
Experience of SolarWinds Network monitoring to troubleshoot and proactively manage network issues.

Reimbursement & BenefitsThe role will be based out of our Manchester office, we will offer Permanent contract with fix salary (up to £30, Bonus#IND1