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Senior IT Systems Engineer
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2 years ago2381 views
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General Details
Description
The Senior Systems Engineer is responsible for resolving escalated service issues, coaching other engineers to resolutions, engineering and implementing complex projects, and for maintaining and overseeing the technology of their assigned accounts. This role is a key position within the service department and will be called upon to resolve the highest-level technical issues. Ensuring the highest levels of systems, infrastructure availability and SLAs
*Client *
*Duties and expectations include but are not limited to*
Reporting to the Systems Engineering Manager and working with fellow members of the Engineering and IT Teams, the responsibilities include but not limited to:
* Participating, providing, and assisting in the design, UAT and implementation of solutions.
* Hardware and software scoping and planning for client requirements.
* Capacity planning of resources for physical and virtual environments.
* Collaborate with cross-functional teams for project & service delivery, such as client services, technical teams and third-party solution providers
* Engage in new and existing business/client project planning sessions to provide input and align to industry best standards.
* Ensure client systems remain stable and requirements are continuously met.
* Ensure client SLAs, deliverables and projects are met timeously
* Co-ordinate software & systems solutions testing and rollouts.
* Remain proactive and responsive to prospective clients and stakeholders.
* Retain and develop strong relationships with clients, delivering strategic insight and advice and industry intelligence, to help them achieve their objectives.
* Provide information and evidence for technical audits and advise on solutions for improvement.
* Determine efficient communication procedures for service delivery teams to relay back to clients for impact of systems.
*People*
* Provide daily direction and communication to team on performance through regular team connects
* Grow, mentor, and upskill the team on technical and management skills
* Coach direct reports on workforce issues
* Enables and empowers the team to implement/execute a strategic vision or change for the better. Leads with passion and energy.
*Financial *
* Effectively maintain awareness of the business strategy and company profitability, including all budgetary controls focused on the impact the specialist support team has on delivery of ensuring the business achieves the revenue targets
* Ensure departmental expenditure is within budget
* Ensure software, infrastructure and all licensing expenditure is accounted for along in co-ordinance with the correct processes and relevant approvals.
* Drive cost management and savings initiatives to reduce overall operating expenses and improve profitability
*Risk and process *
* Identify continuous improvement opportunities, and drive solutions to enhance processes around authentication, security and
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Id Subtitle 1078544801
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ROLE PURPOSE
Huntswood’s success relies on its IT Infrastructure and End-user facilities being available, effective and efficient.
As a Firstline ServiceDesk Technician, you will be the face of the Technology Team. You, along with the team will handle the initial first point of contact for all technical incidents and requests from the business, offering a professional, courteous, speedy and effective service to ensure disruption to Huntswood’s business processes and clients are kept to a minimum.
Job description
Ensure that incidents and problems logged on Huntswood’s call logging system are responded to quickly, professionally and courteously, ensuring that calls are correctly prioritised and categorised.Ensure that identified incidents and problems are descriptively logged and kept up to date on Huntswood’s call logging system.Strive to meet the SLA’s defined within the Call logging system.Ensure that all incidents, requests and problems are escalated to the appropriate team if they are not able to be resolved within the agreed timescale.Answering telephone calls and strive to resolve a majority of tickets on first contact and to work with the Head of Customer Support to identify opportunities to further improve the number of tickets resolve on first contact.Managing Client project set-ups to ensure the Client infrastructure is set up on-time and is tested and working.Work alongside 2nd & 3rd Line to learn and carry out escalated tasks (where appropriate)Provide remote support across both Huntswood sites and to home based colleagues.Be a true team player, working professionally and constructively with colleagues offering help and assistance with incidents, user requests, problems and projects.Ensure Huntswood’s computing facilities are kept secure to reduce the risk of breaches of confidentiality, integrity and availability.Writing and reviewing Service Desk Team’s documentation.Carry out manual handling, moving desktop equipment during desk and office moves as well as project set ups.Work positively with the other members of the Technology team to ensure end-to-end customer satisfaction with the technology services to customers.Responsible for Huntswood Assets and ensuring that the CMDB is accurate and kept up to date.
Person Specification *Essential
Excellent Customer facing and Customer Service skills, able to communicate to users at all levels.Thrive in a busy environment with changing priorities and goals.Good level of understanding of a Microsoft Windows Active Directory environment including GPO.Be able to demonstrate a good understanding of the major Microsoft packages namely Microsoft Windows and Office 365.Good l...
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