Job Title

Job title:                       Senior Infrastructure Engineer: ComputerWorld Systems Ltd

Employment type:      Full Time

Reporting to:              Service Desk Manager, Mike Jessop

Location:                     Apex House, Turner Drive, Westerleigh Business Park, Bristol

Date:                            December 2017

Job Description

About the role

As Senior Infrastructure Engineer (SIE), you will have responsibility for ensuring that all Computerworld’s clients, mainly CWcare, are supported for their 3rd line issues.

You will be expected to receive escalations from other Infrastructure Engineers (IE) and occasionally from Technical Consultants in the field.

You will also work with the Service Desk Manager (SDM) to review tickets, respond to customer queries and accept ownership of troublesome tickets.

What will I be responsible and accountable for?

Main Responsibilities

  • Accept ownership of customer tickets as raised and see all tickets through to resolution
  • All tickets and work there on, must be recorded in the Computerworld Service Desk management software
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved tickets to the appropriate internal teams and/ or Vendors
  • Receive escalation requests from other members of the team to ensure all tickets are resolved in a timely fashion
  • Allocate new tickets to IE’s or self as required
  • Re-allocate existing tickets to self/ other IE’s as required
  • Assist the SDM with ticket reviews
  • Mentor the other IE’s to increase overall team knowledge
  • Assist the SDM with administrative duties during periods of leave and sickness
  • Assist the SDM with complaint investigation
  • Provide prompt and accurate feedback to customers in a courteous way at all times
  • Prepare accurate and timely reports
  • Undertake health checks and pre-contract audits, both remote and on site when required
  • To provide 3rd line support for Computerworld systems and staff
  • Document knowledge in the form of knowledge base tech notes and articles
  • Keep your technical knowledge and skills up to date, with certificates
  • Work with Directors and SDM to enhance the existing CWcare offerings and on board new offerings

Customer Interface

  • Manage customer relationships and help develop key accounts

Other Duties

  • To follow all Health and Safety procedures as outlined in the Health & Safety Policy
  • To carry out any other ad-hoc duties as and when required
  • Generate new business leads whenever possible

Key Performance indicators

  • 85% of total working hours must be logged onto the system
  • Achieve feedback grade of Good or above for at least 95% of responses
  • Consistently update all ticket status with next due date and due date reset information
  • Consistently log self-entries with timestamp duration, and full details of what action was undertaken
  • Meet weekly with the Service Desk Manager to review and report on the weekly team ticket status

Key Behaviour indicators (Please refer to the ‘What does Good Behaviour look like?’ sheet)

  • Delivering Results
  • Being Accountable
  • Showing Respect
  • Communicating
  • Listening
  • Team Working
  • Personal Ethics

Job Requirements

Skills, Knowledge & Experience:

  • Cost and efficiency focused
  • Excellent troubleshooting and problem solving skills
  • Very strong communication and assertiveness skills both on telephone and face to face
  • Excellent decision making skills
  • Very strong technical skills in several of the following, with a focus on Office 365 and Azure: vSphere (VCP), Horizon View, Hyper-V, Microsoft server, Active Directory, Microsoft Exchange / O365, Microsoft SQL, Microsoft SharePoint, Microsoft SCCM, Microsoft RDS, SAN & SAN Fabric, Backup/business continuity, LAN networking, Wireless networking, Citrix XenApp, Azure
  • To have at least 1 years in a similar role or 3 years as a 3rd line support technician
  • You may be expected to travel to client sites at short notice
  • You will be required to work varying shifts 08:00-16:30, 09:00-17:30 or 09:30–18:00 to cover the needs of the Service Desk
  • You will be required to be on-call to service our 24X7 clients for 1 week in each month. On-call working pattern: 18:00 – 08:00 Mon – Fri, all day Saturday and Sunday, including Bank Holidays, where applicable.