Job Description Junior Service/Project Engineer

Transcription

1 Job Description Junior Service/Project Engineer Employee Information Originator Dan Warren Version V 1.0 Job Title Junior Service/Project Engineer Salary TBD Reports To Operations Manager Reports In N/A Job Role Critical Purpose of Role The ITSB service team is responsible for supporting and maintaining clients IT systems and for providing efficient desktop support to all business users. The team is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries. The ITSB project team is responsible for the scoping, delivery and co-ordinating of clients new projects from opportunity phase through to service transition. You will be responsible for ensuring that the project is delivered on time and within defined budgets. You will be co-ordinating the project delivery as well as technical implementation, working alongside the service team and provisioning team.

2 Key Performance Indicators Provide effective IT support services across all clients both onsite and remotely. To ensure that all incidents are closed within SLA To ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded upon Gaining full acceptance of deliverables from key stakeholders Ensuring project deadlines are met or exceeded Ensuring budget constraints are understood, met and/or exceeded

3 Main Responsibilities Providing end-user, desktop support Supporting and maintaining MS Server/Desktops Supporting and maintaining Office 365 Solutions and G Suite Solutions Escalate IT issues within the team where necessary Setting up and configuring new laptops and desktops Installing authorised software to laptops and desktops Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems Incident management Provide exceptional Service support to the business Provide solution(s)/work around(s) to incidents and Problems Contribute to polices, processes and procedures Install, maintain and support new applications Work to SLA thresholds for incident(s), request(s) and problem(s) Establishing a good working relationship with the business and customers Keep up to date with advancements in technology Systems monitoring Supporting Users on both hardware and Software applications Performance monitoring Antivirus installation to desktops and laptops Reporting faults within the helpdesk system Patching of network and phones Diagnosing and resolving technical issues Providing support for MAC computers Providing support for mobile devices Providing support for printing Develops project objectives by creating project proposals and plans; conferring with key stakeholders. Determines project responsibilities by identifying project phases and elements; assigning personnel to phases and elements. Determines project specifications by studying product design, customer requirements, and performance standards; completing technical studies; preparing cost estimates. Maintains project schedule by monitoring project progress; coordinating activities; resolving problems. Maintains safe and clean working environment by enforcing procedures, rules, and regulations. Maintains project database by writing to computer programs; entering and backing up data. Maintains product and company reputation by complying with current ITSB policies and government legislation

4 Contributes to team effort by accomplishing related results as needed. Technical delivery and installation of above using best technical practices and procedures to agreed specifications Full technical documentation and handover to service for BAU upon project completion Liaising with third parties such as external contractors around time scales and working practices

5 Person Specification Key Qualities: This role would suit someone who meets the following criteria: Commercial: Has excellent business acumen and understands what is needed to create and maintain a key department in the business Communication: Excellent communication skills and a strong communicator at all levels including at senior business level Role Model: Role model in performance standards and demonstrates and champions behaviours in line with the service delivery strategy Attention to Detail: Has excellent attention to detail Calm: Remains calm and clear headed under pressure Organisation: Excellent organisational and prioritisation skills Proactive: Approach to work and to continuous improvement Behaviours: Has exemplary attitude, drive and tenacity to succeed Works within the team and assists others, where required, to achieve a common goal Listens to and is open to ideas and suggestions from others Use initiative to ensure that high importance deadlines and SLAs are met Takes every opportunity to go the extra mile for the company Demonstrates enterprise by continually enhancing themselves and their workplace Demonstrates enterprise by suggesting ways to develop the business processes and by being proactive Acts a champion for the importance of customer experience within the business Always willing to cooperate and assist Acts as a true ambassador for the business Understands impact of own behaviour and language on others and modifies as appropriate Relevant Experience and Qualifications: Mandatory: Understanding of ITIL framework PRINCE2 Project Management understanding 1-2+ years in technical delivery of projects or working within service teams as a senior engineer Proven technical ability working for an MSP, through relevant, demonstrable, technical qualifications/experience Excellent organisational, time management and prioritisation skills Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint) The ability to communicate confidently and clearly to customers both face to face and over the

6 telephone. Willingness to travel and have full UK driving license as required to other company sites for the purpose of onsite project delivery and service support Desirable: PRINCE2 qualification High Standard of organisation and technical solution delivery Past experience using helpdesk applications ITIL Certified MCSE (or relevant Microsoft certifications)