Operations Engineers - IT Support

Role: Operations Engineers - IT Support (1st line/2nd line support)

Type: Permanent

Location: London

The prime responsibility of the role is to provide 24/7 IT Support as a member of the
Engineering Operations CAS Team. Based in a dayside or a 24/7 shift which covers nights and weekends the team supports a range of client platforms including Windows, MAC and MDM both on site and remotely undertaking a mixture of: 1st line support calls, typical 2nd line IT desk visits, User Admin requests and also a customer facing Laptop Clinic.

Key responsibilities:

• To be responsible for your own day to day performance, and development
• Responsible for ensuring you understand the purpose of the team in which you work.
• To take part in an effective annual appraisal programme, ensuring that the personal and business objectives set for yourself are meaningful and that you understand them.
• To monitor your own performance discussing with your supervisor or coordinator any issues you may have.
• To proactively look at what training and assistance you may need to fill any skill areas you feel weak in.
• Use a diverse range of broadcast and production monitoring tools to identify and diagnose complex service impacting issues across a range of technologies and platforms
• 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.
• 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
• Managing incident and escalating as appropriate and as per defined processes.
• Thorough handover of incident and environmental information through shift changes to colleagues within the team.
• Able to discuss or convey complex technical systems both verbally in meetings, calls etc, and non-verbally in incident tickets and documentation.

Skills 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
• Knowledge and understanding of security issues in a large corporate networked environment.
• Strong understanding of Intel based hardware.
• Ability to communicate effectively with external providers and internal partners
• Troubleshooting and diagnosing defects in complex systems
• Appreciation of the principles of prioritisation according to service impact, and the ability to work under pressure
• NVQ Level 5 or above in a relevant technical discipline

Desirable

• Experience in media and creative environments
• Experience or understanding of the pressures of an IT call centre environment.
• Experience of working in an environment with a strong customer focus.
• Excellent communicator - spoken and written - with customer empathy, experience of service delivery in a demanding customer service environment.
• An Awareness of ITIL Best Practice.
• Experience of supporting Apple MAC OSX in a Networked environment.
• Audio/Video encoding & streaming knowledge.
• Experience using Cool Edit Pro / Adobe audition.

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