Job Listing

JOB DESCRIPTION

Job Purpose

To provide IT support within agreed SLAs to Our Client’s offices to maintain and develop the efficient and effective operation of the IT and communications systems to meet business requirements.

Dimensions

• Provide Level 2 and 3 support to Our Client’s Solutions offices in the Nordic region.
• Actively develop IT support and service level.
• Provide Escalation Support to the Level 1 support team.

Principal Accountabilities

• Helpdesk and Support – manage through to conclusion all escalated support incidents within agreed SLA to meet users requirements. Provide effective and appropriate level of support to Our Client’s user base in the region together with your IT colleagues
• Projects – Ensure projects are completed to specification within the timescales and budgets specified. Projects should follow the adopted project methodology, including planning, documentation, escalation, issue/risk tracking and change control. Help identify, propose and implement new and existing technologies per business needs.
• Infrastructure – Provide escalated service and support the IT infrastructure (hardware, software and network/communications) in maintaining maximum availability, making relevant personnel aware of any risks to operation, including the documentation of these systems.
• Team Efficiency – Continue to review current working practices making recommendations for improvement. Develop IT Support knowledge and transition to Level 1 support team - improving first time fix rate.
• Policies and Procedures – follow, review and recommend improvements to group and company procedures
• Relationships – Maintain and develop customer/user relationships to ensure understanding of needs and proactive management of issues
• Training – Provide user base training where applicable. Provide skills transfer within the IT Services team at all levels

Important Working Relationships

• Form, build and maintain relationships with internal IT Managers to understand their requirements and to ensure that a high level of service is provided and sustained.
• Work closely with Infrastructure, Information Systems, IT Services team members, as well as business unit stakeholders to ensure tasks and projects are completed accurately, on time, within budget, and with a strong focus on high quality deliveries.
• Work closely with other internal staff (especially in the local region) to provide solutions to problems and support where required.
• Maintain relationships with external suppliers to obtain competitive prices on relevant technologies.
• In this experienced role, act as mentor to IT Services team members, promoting best practices and approved procedures to best support the business.

Knowledge, Skills & Experience Required

Technical Skills:

Our Client’s strategy is to use Microsoft products for front and back office together with applications from other vendors to meet specific business needs.  We expect the job holder to:

•  Have proven experience in Level 2 and Level 3 support activities

·  Have a strong IT knowledge specialising in desktop support.

·  Demonstrate competence in core infrastructure both on premise and cloud

•  Be a strong trouble-shooter / problem solver

•  Have a good technical awareness

·  Recommend adoption of new technologies into Our Client’s organizations

In addition, more specifically – can demonstrate knowledge of advanced troubleshooting and configuration of the following:

Windows Operating Systems Platforms – Windows Server & Desktop operating systems

Software Packages: Utilities, Office 365 & MS Back Office applications, Business Applications, Database, Anti-Virus and Backup.

Knowledge for the following areas would be advantageous

Server Technologies -  Active Directory, Exchange, IIS, Hyper-V/VMWare vCenter/Other virtualisation Technologies, MDT, MS System Centre

Networking – LAN/WAN/SAN, TCP/IP, DNS, DHCP, SNMP, Switching, VPN, Firewall - Checkpoint, Wireless, Fibre Channel/iSCSI, VOIP.

Hardware: Server hardware, Network Appliance, Cisco Switches/Routers, Brocade, desktop/laptop/tablet hardware.

Other: Application Packaging, VBScript/Windows Scripting/Powershell, Unified Communications, Cisco Call Manager/Unity. Database Operations (SQL Server/Oracle).

Experience:

Proven IT Service experience delivering:

·  Customer service excellence.

·  Projects and tasks to a high standard

·  Evangelising new technologies to improve productivity.

·  Quality first communications.