Service delivery Engineer - Jackson Hogg

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Service delivery Engineer

Job ID: 8333

  • Permanent
  • Wales
  • Permanent
  • Wales

Role: Service delivery Engineer
Location: Abercynon, Wales
Working hours: Monday to Thursday 7am till 4pm (Some flexibility) Friday 7am till 12:15pm (In office) – Possible flexibility

Introduction
This role will be responsible for the on-going operation of IT service delivery in Abercynon, and as part of a global virtual team providing remote assistance to installations around the world. Also, delivering a professional IT service, based on appropriate recognised best practice to support our evolving business goals. 
 
Key Responsibilities

  • Be the first point of contact for IT issues.
  • Take ownership of IT issues and follow them through to ensure they are complete even if passed to another colleague in the IT team. 
  • Work within a virtual team to provide support to staff around the globe with IT issues, escalating where necessary to other teams.
  • You are responsible for any escalated calls and will ensure that these are resolved acceptably to both parties. 
  • Support local systems, such as storage, telecoms and networking.
  • Manage company phone systems and time clock systems. 
  • Responsible to ensure adequate backups are completed. 
  • Monitor the availability of global systems through existing portals and log, resolve and escalate issues. 
  • Providing technical assistance and training to computer users on the application software, hardware and computer services.
  • Liaise with vendors and suppliers on software, hardware, telecommunication for leased line and telephone system to maintain proper relationship for better maintenance and support for local systems. 

Education and Experience

  • Knowledge of ITOL service management and process execution is a benefit.
  • Knowledge of Microsoft Windows client and server operating systems, MCSE desirable.
  • Knowledge of VMware Vsphere infrastructure, VCP desirable.
  • Knowledge of HP server and storage technologies.
  • Experience of working in a global multinational company.

Key Personality Attributes 

  • Ability to internalise and advocate the customers position.
  • Operates with the upmost integrity.
  • Effective time management.
  • Strong team focus.
  • Logical, thorough and process-based delivery style Precise and have attention to detail, meeting commitments and delivering continual improvement within communicated and well managed budgetary restrictions. 

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