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Operations Engineers - IT Support

Job Title: Operations Engineers - IT Support
Contract Type: Permanent
Location: City of London, London
Salary: Shift Allowance, London Weighting
Start Date: ASAP
REF: SB/PERM/BIT_1645793734
Contact Name: Sneha Betharia
Contact Email:
Job Published: 3 months ago

Job Description

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:

  • 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


  • 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.

If this looks interesting, click on APPLY

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