As IT Technical Support Engineer, you will be part of the service operations team will deliver the NWS’s IT strategy and deliver an enterprise level service to support the NWS user base, ranging from 1st \ 2nd line support, through to management of the end user device hardware, images and approved application installations, this role is the touch point for the NWS users to ensure the Service Operations team deliver an excellent user experience, by efficiently managing the incident management, resolution management, and supplier management, to meet NWS’s current and future business requirements.
Roles and Responsibilities
- To provide 1st & 2nd Line Support to the NWS user base, by managing and responding to incoming incidents and requests
- Provide a resilient support and coordination service to the NWS business for incidents, request. Escalations, advice, and guidance.
- Take ownership for device builds and rebuilds ensuring the NWS business receive a high level of service
- Manage escalations on behalf of the NWS User base, ensure effect progress communications
- Provide consistent and timely communications to the NWS user base so everyone is updated on incidents
- Lead on Microsoft 365 applications and the optimisation and in the business, by offering advice and guidance to the business.
- Provide a triage service for 3rd line support with 3rd party suppliers
- Management of the Hardware and Software assets so they are up to date, cross reference against the CMDB monthly
- Manage asset refresh cycles and disposal of old assets
- Manage the business active directory, Azure administration and end point manager.
- Assist with the IT Disaster Recovery arrangements aligned to the Business Continuity plan
- Liaise with 3rd Party support vendors on future requirements and support issues to defined service levels and standards in line with the business plans and strategies
- Meet the agreed Service Level Agreements (SLA’s) between IT and the business
- Ensure Cyber and Information security is always at the forefront of managing support, incidents, and user requests
- Assist with the management, direction, and coordination to all IS&T 3rd party support arrangements for the NWS Business
- Manage and help in the development and continuous improvement to the 3rd party support solutions
- Manage UAT and technical testing where required, ensure all UAT and testing is signed of before acceptance into service.
- Assist in the management of all outsourced operational activities relating to IS&T business applications, Communications, and Infrastructure
- Produce written processes and guidance is put in place to provide support and assistance to the NWS user base for requests, issues, and infrastructure
- Close liaison and interaction with all internal departments, up to Executive and Functional Leads
Experience Required
Essential
- Educated to degree level or equivalent experience.
- Possession of appropriate professional qualification in a relevant discipline (CompTIA A+, Microsoft)
- ITIL Foundation Certificate
- Exceptional Business Stakeholder Management at all levels of the organisation, with effective communication (both verbal and written), and the ability to articulate and simplify Service principles for Business consumption.
- The ideal candidate will be a passionate self-starter with a strong understanding of Microsoft 365 applications
- High level of energy and drive for results - able to prioritise and work with rigour to a high quality.
- Wide knowledge of procedures and methods relevant to the field together with a full understanding of underlying principals
- Ability to hold a UK SC Clearance.
Desirable
- Nuclear sector experience desirable.
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