Senior IT Service Operations Engineer

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Senior IT Service Operations Engineer

About the role

The Global IT Service Operations team is the front door to IT for Boldyn Networks users around the globe and are the custodians of delivering value to the business. It is the lynchpin of day-to-day tech plugging into each of the IT practices within Group IT (Workplace Tech – WPT, Global Platforms, Cyber, Architecture). The team are responsible for all incoming tickets and small requests. Functioning within an ITIL defined framework.

Within the Global IT Service Operations team, you will have three key areas of responsibility:

Complex incident resolution:

You be responsible for resolving incidents working closely with our internal IT stakeholders across the organization to fulfill a range of support duties for internal users while will include dealing with complex queries, hardware and software issues, providing more complex technical fixes and referring the most challenging of incidents to other support teams if appropriate.

Support to IT Service Operations engineers:

As a secondary responsibility, you will also support the IT Service Operations engineers when required for example during periods of peak demand, sickness or holiday acting as the first point of contact for incoming tickets – both incident and small request (IMAC) related.

Project Delivery:

Providing technical expertise to global projects both IT and OT as requested following resource request approval and scheduling.

One of the key mantra’s of IT service is continual improvement and part of your role will be to be on the lookout for areas of improvement, identifying repetitive simple tasks that could be automated – discussing these initiatives with the Head of IT Service Management and progressing with the relevant practice teams. The direct exposure to incidents and valuable understanding coupled with the requests quests made by the colleagues base can also highlight potential training or knowledge improvement needs, for example by hosting small forums to capture feedback.

What you’ll be doing

Day to day you will:

• To assist with troubleshooting and resolve the more complex issues that have been escalated, whilst maintaining an accurate task record in ServiceNow.

• To be the 1st point of contact for user queries, faults and requests ensuring that correct engagement routes are followed, and all incidents and requests are recorded in ServiceNow

• Keep users updated as to the progress of their issues

• Perform remote deskside support to users primarily based in Europe

• Manage user expectations and ensure all tickets are dealt with according to defined SLA’s, ensuring expectations are met and where possible exceeded

• Assist with problem management resolution, where needed, across all endpoints

• Undertake user creation and termination tasks in Active Directory, Azure AD, and IdentityNow

• Support Operating systems, M365 and software updates

• Ensure that correct and safe procedures are used during the preparation and setting up of equipment.

• Provide induction onboarding and familiarization sessions to new users

• Track regular desktop restarts and ensure devices are regularly restarted to apply updates, creating reporting for management

• Manage and Support desktop & laptop deployments and regular security updates via deployment tools and ensure prior testing is completed

• Escalate deployment issues to the relevant practice team to allow enhancement/development of the gold build

• Provide support of user mailboxes, OneDrive, Teams and SharePoint directories

• Undertake desk, PC, monitor and meeting room moves & adjustments ensuring that all London desks remain fully equipped

• Manage mobile phone deployment and management (MDM).

• Assist in the procurement process and keep Asset records up to date for all workstation, printer and mobile devices

• Provide support to tech projects where your skillset is required

• Identify areas of potential service improvement to support the Continual Service Improvement strategy

What you’ll bring

Are you someone who enjoys engaging with a variety of stakeholders, working with vendors and partners and you want to join a growing business? If you have the following experience, we would love to hear from you:

• Strong experience in Windows 10 and 11 environment support

• Incident and request management experience

• Complex issue resolution in an M365 environment

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