IT Support Operations Engineer

The role is to provide 24/7 IT Support as a member of the Engineering Operations CAS Team. Department actively helps Client programme makers create and deliver great content across radio, TV and online. The team supports a range of Client platforms including Windows, MAC and MDM both on site and remotely for our International Client, undertaking a mixture of: 1st line support calls, typical 2nd line IT desk visits, User Admin requests and also a customer facing Laptop Clinic.

JOB DESCRIPTION

• The ability to deal with multiple concurrent projects in an efficient, systematic and thorough manner, maintaining accuracy, safety and attention to detail when working to tight deadlines.
• Technical analysis and resolution of a diverse range of incidents impacting live services. Initiate response to service disruption, and support proactive measures aimed at preventing recurrence.
• Use problem solving techniques and technical knowledge to translate alarms from components into real-world impact, to inform and guide incident response
• Logging all incidents accurately, and documenting all investigative activities; including all technical means employed to ascertain the nature of the fault and remedial action taken
• Managing incident and escalating as appropriate and as per defined processes.
• Implementing appropriate contingency procedures in response to planned or unexpected events.
• Thorough handover of incident and environmental information through shift changes to colleagues within the team.
• Keep up to date with operational changes in a fluid environment, ensuring that actions are taken in line with current best practice.
• Use strong communication skills to articulate accurate information to technical and non-technical audiences in the course of addressing an incident, and in related actions afterwards.
• Able to discuss or convey complex technical systems both verbally in meetings, calls etc, and non-verbally in incident tickets and documentation.
• Ensure that the provisions of the Health and Safety at Work Act, Working Time Directive and other workplace related legislation are observed ; responsible for ensuring that risk assessments are completed, appropriate and meet CLIENT standards; responsible for ensuring appropriate method statements are reviewed and fit for purpose Knowledge, skills, training and experience Essential
• Experience in logging and managing incidents in an operational environment
• Strong experience of working with Microsoft Active Directory and SCCM administration in an operational business environment.
• Strong experience of supporting Microsoft Windows Workstation Windows 7 in an operational business environment
• Strong experience of troubleshooting software and hardware issues on windows based desktops and laptops
• Experience of Microsoft Office products including strong knowledge of Outlook configuration in an operational business environment.
• Knowledge of support centre call logging systems.
• Experience of installation, configuration and troubleshooting of laptops with a strong emphasis on remote access via broadband and wireless connections.
• Experience of training novice users in operating technical equipment and software applications.
• Knowledge of TCP/IP over Ethernet networks

If you would like to be considered for the position, please can you send your CV through to Rohit.chavda@projectpeople.com

Project People is acting as an Employment Agency in relation to this vacancy.