2nd Line Mobile Technician - Elland, United Kingdom - Sureserve Group

Description

About Us

The Sureserve Group employs over 3,200 people and delivers award-winning projects across the UK.

Across the UK, the communities in which we work face the same challenges and aspirations in combatting climate change, ensuring everything is done to improve energy efficiency and reduce CO2 emissions.

Working with partners, clients and their customers, we are improving our operations, and through our building safety and energy services our contribution to these communities will continue to drive progress towards a net-zero future.

We focus on quality of service and delivery, and on improving the lives of our clients and their customers by creating better environments in which to work, live and learn.

Purpose of the Role/Role Overview:

· The Field Based 2nd Line Support Technician position will be a dynamic, self-motivated ICT Professional with the opportunity to perform a 360-degree role, having access to all functions relative to keep a user base live and efficient. The technician will be able to make the role their own, bringing fresh ideas and new tech to the forefront of the organisation.

· Reporting to the Group Service Delivery Manager you will provide second line technical support to Sureserve Group ICT users, located across several sites and the varying companies under the umbrella. Candidates will be required to log and manage incoming calls through to resolution via an ITSM system.

· Candidates must possess excellent communication skills and understand the importance of providing outstanding customer service. Candidates are required to have high levels of concentration and work efficiently and professionally under pressure. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.

· Candidates are expected to have the aptitude to understand and work on computer hardware and software in varying configurations. To always demonstrate a positive can-do attitude and drive the 'can do' attitude across the ICT Department.

· The incumbent will have responsibility for the ICT Van and the upkeep thereof along with adherence to all related policies and procedures.

· The role will be field based and mobile as needed at the post holder's own discretion and ICT Management and is subject to change after consultation.

· A current UK driving licence is required for this role.

General Duties/Key Responsibilities:

Service Deliver/Operations

· Understand and promote the ITIL framework in the daily role of service operations. Incident management will be of paramount importance as will the other service components of ITIL.

· To provide advice to customers within Sureserve Group on the efficient and safe use of computer systems.

· To be fully abreast of all Sureserve Group Security policies and process's and to fully endorse and enforce these in the live environment. Furthermore, be able to explain to customers the need to enforce these emphasising their individual responsibility and how this benefits them daily.

· Ensure that efficient resolution of faults and customer feedback are addressed as a matter of priority.

· Maintain ownership of calls and maintain communication with customers to achieve response targets defined by the Group Service Delivery Manager.

· Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact in accordance with the Service Level Agreement.

· Will act as the escalation point for the Service Desk

· Providing technical advice to customers and Team members. The post holder must be able to communicate technical system matters to non-technical staff clearly and in a manner, whereby they are able to fully understand the issues.

· Using own judgment, gather detailed, complex and sensitive information and where appropriate input this accurately into the Service Delivery ITSM System and other system software.

· Utilise existing technologies to obtain and manipulate software/hardware information and to remotely administer systems.

· Assist in the monitoring of Sureserve Group infrastructure, raising support calls and escalating when appropriate.

· Responsible for monitoring the forward schedule of change to keep up to date with planned infrastructure outages.

· Within own sphere of responsibility, ensure the Service Delivery (first line support 7 2nd line) achieve targets (e.g. Service Level Agreements) defined by Group Service Delivery Manager.

· Maintenance and administration of telephony systems across the group

· Report Writing and analytical analysis.

· Administration of MS Dynamics Nav, Office 365, Windows 10

ITIL

· Promote, champion and drive the use of ICT Infrastructure Library (ITIL) (BS15000, ISO20000) best practices across the ICT function. This will include the responsibility for owning and developing some of the ITIL processes.

· Work in conjunction with the Group Service Delivery Manager and the Service Management Specialist to facilitate the development of the Incident/Problem/Change Management process to manage the Service Delivery against defined service level agreements and improve call resolution times.

· The role requires the active participation in the development of the Service Delivery working methods, process, procedures and development of the service to ensure that changing business needs continue to be met.

· Implement, document and review procedures and processes to improve service delivery functionality and store in an easily accessible central repository.

· Actively undertake audits and seek to improve the level of customer service provided by the Service Delivery in conjunction with the Group Service Delivery Manager.

· To update technical knowledge of Sureserve Groups infrastructure to support Sureserve Group's strategy.

· Analyse data to create reports to highlight any service level exceptions to the Group Service Delivery Manager.

· Is required to manipulate data to provide regular management reports using the Service Delivery Tool set.

· Under the guidance of the Group Service Delivery Manager post Infra Bulletins when and where necessary to communicate outages and scheduled work to other ICT staff.

Specific ICT Process Responsibilities of this Role

· Asset Management within own sphere will be a clear indicator for success in the role

1. Will be responsible for asset management and tracking of Data assets through all ICT systems with respect to Sureserve Group

2. Will be responsible for asset management and tracking of Physical assets through all ICT systems with respect to Sureserve Group

3. Must understand the legal, fiscal and reputational effect of asset loss and moreover must be proactive in addressing and escalation occurrences when this could be so.

· Will Take part in the Change Management process of their wide responsible companies in respect to ICT.

· Will take part in the Problem Management process under the Problem Management process.

· Will carry out security monitoring and auditing for:

1. System's – At the discretion of ICT Management

2. Infrastructure – At the discretion of the Infrastructure System Manager

3. Software – At the discretion of ICT Management

4. Process – At the discretion of ICT Management

ICT General

· Responsible for ensuring that they are equipped with the necessary skills and resources to meeting changing and increasing demands.

· From time to time the post holder may have to remove and/or deliver hardware around the company's premises for ICT usage.

· Must have a broad understanding of the physical layer of ICT, from Prep to support to asset management for all type of end point devices i.e. mobiles (Android/Apple etc.), Tablets, Laptops, Desktops etc. and be adept at troubleshooting all the above.

· Must understand Windows networking from DNS, DHCP to TCIP on an end point device and be adept at troubleshooting all the above.

OnCall Rota

· ICT Operates an OnCall Rota from 17:30 – 22:00 M-F and 08:00 – 17:00 Saturday and Sunday. This is an integral part of this role.

What We Offer

• Competitive salary

• Company pension scheme via pension salary exchange

• Company van

• Life assurance

• Opportunity to participate in EV car scheme via salary exchange

• Employee Assistance Programme with 24 hours telephone and online access

• 23 days annual leave (exc. statutory bank holidays and Christmas and New Year Closure)

• Company sick pay

• Sureserve Group Legends scheme, with a reward for the ultimate legend

• Employee engagement events to bring together colleagues and families e.g., Everwarm Family Fun Day, Summer BBQ, Christmas Night out

• Access to Flexible Benefits Scheme (including bike to work scheme, healthcare cash plan).