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Operational Support Engineer

Business Role Type
Business Support Role
Business Support Departments
IT
Location
Cardiff
External Closing Date
28/02/2020
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Overview

As an Operational Support Engineer, you provide technical support on a range of incidents and problems that arise in the department. You are the central escalation point for all service requests, tickets and alerts and will be able to provide a unique insight into the health of the department through trending data and KPI metrics.

The role includes incident response, root cause analysis, trend analysis, triage, queue management and the creation of service reports that will support the service teams an insight into operational performance. Working very closely with other teams within WPS, you will be fundamental in identifying as well as driving through the implementation of Continuous Service Improvement across the whole team.

The Team

You work within the Operational Support team which forms part of the Workplace Services function. This team proactively monitors the health workplace services, centrally manages all tickets and responds to a wide range of incidents and problems that impact our end users and business operations.

Main Duties

This is not a full definition of the role but covers the main aspects and drivers for success.

  • Act as the customer lead for proactive and reactive incidents and service problems.
  • Resolving incidents and investigating and solving problems with support from the service teams.
  • Centrally manage incidents and problems - maintain ticket queues, triage and identify trends.
  • Provide insight into service health and performance through KPI metrics and service reports.
  • Instigate service improvement initiatives through identified trends in incidents and service requests.
  • Liaising with other departments within the business to ensure IT needs are met to their expectation.
  • Develop end-user training material and help with the execution for projects moving into service/BAU.
  • Proactively monitor alerts across a range of systems to identify developing problems and bottlenecks.
  • Conduct post- project support and floor walking to support the business during periods of change.
  • Ensures KPI targets, service level agreements and operational level agreements are achieved.
  • Work closely with third-party vendors on service problems and third line escalation tickets.
  • Produce and maintain technical processes, documentation and knowledgebase articles for systems.
  • Work with our InfoSec teams to ensure systems remain safe and secure from emerging threats.

Prior Experience and Personal Attributes:

You should be able to demonstrate experience and expertise across as many of the following areas as possible

  • A minimum of 3 years’ experience within an IT support or managed services function.
  • Highly technical with hands-on experience with troubleshooting issues and resolving problems.
  • Excellent working knowledge of Microsoft AD, Exchange, O365 and RDS/Citrix VDI environments.
  • Experience with ITIL practices, ITSM tooling and IT service desk /helpdesk environments.

Desirables:

Exposure to any of these technologies/activities is advantageous for the role.

  • M365 - Teams, SharePoint, Azure AD, Autopilot, Dynamics, PowerBI, OneDrive, Azure File Sync, etc.
  • On-premise messaging technologies – Exchange 2016, Journaling, Archiving, email security, etc.
  • Exposure to monitoring and alerting systems like What’s Up? Gold, PagerDuty, PRTG, Manage Engine.
  • Experience with ITSM systems like Ivanti, ServiceNow or BMC Remedy
  • Exposure to Palo Alto Firewalls, VPNs and Load Balancers: F5, Citrix NetScaler, AVI.
  • A good understanding of complex networking technologies and security services.
  • Security experience with Intune, AIP, ATP, DLP, MFA, EMS and/or CIS Benchmarking requirements.
  • Experience of working with a cloud provider like Azure, AWS, GCP and private cloud technologies.
  • An understanding of compute and storage infrastructure: Dell, IBM, Pure Storage, etc.
  • Experience with backup solutions like Veeam, TSM, AppAssure, StorageCraft or Datto.
  • IT certifications are highly desirable, examples: Microsoft 365 Certified Associate, MCSA, MCSE etc

About Admiral

We're Wales’ only FTSE 100 company. We have forward-thinking approaches and provide endless opportunities to test, learn and grow. There's a reason we've been named a Best Place to Work: our progressive culture, core values, and commitment to diversity and inclusion have created a working environment where people share ideas, aren’t afraid to speak up and change things, and above all, feel valued.

Admiral has grown from being a small start-up into a multi-national organisation. The company is constantly investigating new products, services and markets and is now present in eight countries with a diverse product portfolio.

Our success goes hand-in-hand with having a strong culture where we put our people and customers first. Our philosophy is simple yet effective: people who like what they do, do it better, and this in turn, means that our customers receive the level of service and products that they deserve. Our culture is honest, open and wholeheartedly focused on four key areas: Communication, Equality, Reward & Recognition, and Fun.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidates experience. We are happy to see CVs from all candidates who meet the requirements, and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we're voted no. 1 in the 2019 Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

If you would like to be considered for this opportunity, please click “apply now” to complete an online application form.

The Recruitment Officer looking after this role is Kate Williams. If you have any queries about this position, please feel free to drop her an e-mail Kate.williams@admiralgroup.co.uk or give her a call on the recruitment line – 0800 118 1619.

Please note, we are unable to accept CVs via email.

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