Job Description

The role is based in or around West London and supports a bespoke Control Room solution. No. of hours: 37.5 hours a week (7.5 hours a day with 1 hour lunch). Work remotely – with 2-3 days a week on a customer site in London Wimbledon and Stratford areas. You must have the ability to gain NPPV3 & SC clearance to perform the work. The person will be self-motivated and able to work equally comfortably on their own or as part of a growing team, in a customer facing role. However, due to the critical nature of the systems, the ability to work without supervision should be complemented with an understanding of when to escalate, to ensure successful and timely resolution.

To Achieve This The Engineer Will

• Expected to prioritise and plan own work-load.
• Expected to liaise with project implementation / Service Level Managers/Development and Product Teams on a regular basis.
• Able to work within the time constraints defined by the Service Level Agreements in place with the customers.

Key Duties & Responsibilities

• Incident Investigation/resolution/ownership
• Liaising with 3rd line development teams
• Providing technical support to end users
• Providing technical support/liaison with 3rd parties as required
• General housekeeping and maintenance tasks
• Performing regular software updates and upgrades either remotely or at customer sites
• Carry out/manage/own technical ‘Changes’ (RFCs) either remotely or at customer sites
• Assist with Problem Management/Change process
• Adhere to all company procedures in line with company policy
• Follow company supported processes such as ITIL, ISO20000-1.
• Excellent customer service at all times.

Additional Information About The Role

• 1st/2nd line application and systems support.
• Responsible for monitoring allocated customer’s incidents/service requests in accordance with ISO20000-1 Process and Procedures.
• Initial support and classification of calls for customers.
• Incident investigation and diagnosis (including resolution) where possible.
• Monitoring of open incidents – identifying suitable workarounds and raising problem records where applicable.
• Keeping affected users informed about progress of a call.
• Ensure Incidents are resolved to the customer’s satisfaction handling incident escalations if necessary.
• Quality Check on accuracy of data and codes on Incident, including all the relevant information is captured in the case notes.
• Logging incidents in the support tool for third parties, and providing/receiving updates as required.
• Completion of timesheets on a weekly basis.
• Completion of mandatory training as per NEC Group Policy.
• Alignment to all Corporate Policies.

Qualifications

• Microsoft Certification in a related discipline
• ITL accreditation
• Good Communication Skills required.
• Minimum of 5+ years experience of systems and Windows products
• Experience with SQL with the ability to construct queries and analyse results
• Experience in working for a 3rd party service delivery organisation
• ITIL experience
• Support incident experience
• Problem solving mentality

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

London, England, United Kingdom