The postholder will provide IT technical support to ITIL/accredited standards, ensuring efficient and high-quality service delivery across the national eMBED supported customer base. The post holder will assist infrastructure teams in the support and maintenance of the IT infrastructure and the associated servers and services.
The engineer will act as first point of escalation for IT incidents and issues and will work with other IMT services as necessary to resolve.
· To be responsible for delivery of a consistently high standard of services to all supported organisations · To understand and make all reasonable efforts to deliver a service within the quality and performance levels agreed with each supported organisation · To participate in out of hours on call services in accordance with agreed SLAs · Implementing a consistent Field Services solution in line with a standard set of tools and process across all existing Field Services capabilities · To respond and resolve assigned service desk calls to meet agreed service levels ensuring that all SLA and KPI’s are consistently and reliably met · To work closely with other teams within IMT service to ensure customer satisfaction through end-to-end ownership of incidents and problems · Be the first point of escalation for incidents and problems relating to the locality covered · To ensure all IT equipment is logged and tracked and is accurately recorded by the team, within the Configuration Management Database. · Be responsible for the installation, repair and maintenance of IT equipment and software · Ensuring that all necessary governance functions and processes are adhered to and that these function s and processes fit in with the wider IT Operations and MTG governance functions · Working with the MTG Service Assurance function to ensure that all services are demonstrably conformant, on an ongoing and auditable basis, to the relevant quality and service management standards - including ISO 9001, ISO 20001, ITIL, etc · Additional duties as required to meet service needs.
Knowledge of a range of IM&T areas acquired through qualification to degree or an equivalent level of relevant experience
Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
Knowledge of administrative procedures, project management or information analysis
Vendor qualification e.g. Microsoft Certified desktop Support Technician
Evidence of continued professional development
ITIL Foundation Certificate in IT Service Management (ITIL v3)
Basic knowledge of project principles
Previously worked in similar position within the public sector
Significant experience of providing field or desk based support to ICT users, in an environment of mixed Windows Operating Systems
Detailed exposure to large corporate computing environments, including networking
Detailed experience in directly working with the identified Specialist Services
Kier Group plc. is a leading construction, property, residential and services group which invests in, builds, maintains and renews the places where we work, live and play. We operate globally across a range of sectors including defence, education, health, housing, industrials, power, transport and utilities. Listed on the London Stock Exchange, we are a constituent of the FTSE 250 Index.
With a network of 88 UK offices Kier offers national coverage across all of its core activities. Employing 22,000 people, Kier has the financial strength and technical expertise to undertake some of the most significant construction, civil engineering and service contracts in the country.
Kier is an equality and diversity employer
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