IT Operations Support Engineer - Smethwick

Our client are an established, well-known Manufacturing company and are looking for an IT Operations Support Engineer to be based at their site in Smethwick.

The IT Operations Support Engineer will be working as part of a team, providing support to our IT users across the group, delivering effective resolutions to technical and user IT issues, and providing an IT service that delivers to the business needs, whilst ensuring a robust and stable environment.

The role will involve working with technologies such as Network Routing, Telecoms, Desktops, Laptops, Mobile Devices, Hardware, Software, Switching, Firewalls, LAN, WAN, Physical Servers, Virtualisation, Storage, Cloud (O365) etc. You will be supporting the investigation into problems and providing root cause analysis, solutions, and fixes with the team and the relevant external suppliers.

Duties include:

Service Desk

· Maintain high performing service support function including IT Service Desk, Desktop Support and VIP Support.

· Support the Incident, Problem, Request, Access, Event, Change, Portfolio, Catalogue, Availability, Capacity, Service Continuity, Demand and Configuration Processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

· Support the escalation process, support major incidents, ensuring coordination and resolution for all parties involved, effective communication to stakeholders and post incident review.

· Monitor, control and support service delivery; ensuring systems, SLA’s, methodologies and procedures are in place and followed and implementation of the ITIL framework within the IT department.

· Day to day support of end users.

Infrastructure

· Supporting the day-to-day operations, supporting multi-site technical environments.

· Support with the design, specification, strategy and implementation of infrastructure to support existing sites and the opening of new sites across the Group.

· Support the infrastructures asset management, ensuring that hardware and software is maintained, patched, and replaced.

· Ensuring meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability and training services are in place to educate staff on how to use meeting room and collaboration technology effectively.

· Support mobile phone management and deployment

· Support MDM (Mobile Device Management) across assets.

· Manage the desktop computing environment, set up and deployment of laptops, PC’s, related peripherals, software installation and user access provisioning.

· Support with Infrastructure/hardware updates and new Infrastructure/hardware technologies.

· Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner.

· Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.

· Contribute to strategic and operational business goals.

· Support with the development of governance, policies, process & procedures, such as IT policies, disaster recovery, incident Response procedures etc.

Security

· Work alongside the IT Operations Manager

General

· Attend and contribute to various meetings. Action/communicate instructions.

· Produce written reports and make presentations.

· Conduct regular team meetings/briefings as appropriate.

· Perform root cause analysis and resolve problems.

· Identify business improvement opportunities within the organisation.

· Ensure that the function operates in accordance with any health, safety and environmental policies and procedures to ensure the safety and wellbeing of staff and visitors.

· Support, comply and ensure complicity with regulations/procedures, the company Handbook, Quality and Environmental standards, and all other relevant company policies and procedures.

· Any other duties within the capability of the job holder.