IT Services Engineer

Job Title: Services Engineer

Location: Nottingham, UK and Home based

Salary: £30,000 per annum + company benefits inc. flexible working

Job Type: Full Time, Permanent

The Company aims to unify people, processes and technology to deliver SAP rapidly, reliably, smarter and at scale. Having been in the infrastructure industry for over 20 years, they aim to build more agile ways of working for customers. They are passionate SAP HANA cloud experts

They are trusted experts in cloud infrastructure and SAP HANA platforms. Their mission is to make customers more successful by simplifying and optimising platforms, accelerating, and de-risking deployments. They achieve this through their cloud and infrastructure expertise, rich insight and managed service offerings

About the Role

At the heart of the company’s customer offering is the Managed Services team. Managed Services drives the deepest client relationships and the best long-term commercial opportunities. It is where ‘Manage & Optimise’ ultimately gets delivered for customers

As a Services Engineer you are a technical expert and have great customer engagement and management skills. You will be responsible for the continuous monitoring of customer platforms, incident and problem review, resolution, and as appropriate escalation

With great opportunities to develop your technical and services skills across a broad range of highly relevant technologies this is a great role that will challenge the best to be better

Main Responsibilities

General

• Build and maintain positive relationships with customers, venders, resources and partners
• Be a customer advocate to all teams
• Carefully manage customer expectations in line with SLAs, change control notices and contracts
• Creation and review of Knowledge Base articles
• Promote proactive support to prevent issues from reoccurring
• Responsible for data integrity – Ensuring that all data is correct and verified

Ticket Triage

• Ensure that all tickets logged are triaged in accordance with our internal processes and achieve SLA’s
• Review ticket Information and make sure it’s accurate
• Review ticket priorities and severities and ensure they are correctly updated
• Make sure that all base level troubleshooting has been completed and documented within the ITSM tool

Service Operations

• Engage with customers in regular status updates carefully tracking Incidents, requests, problem records and proactive monitoring against contracted SLA’s
• Deliver consistent quality customer service, ensuring that all issues are logged, prioritised and resolved within SLA’s
• Keep customers informed on the status of tickets logged
• Security permission administration
• Communicating and managing the Service and Change & Release process to all Clients and stakeholders
• Assisting with the MI process, process documentation, support packs and communication packs
• Close collaboration with the Service Assurance team to ensure customers’ expectations are achieved and exceeded
• Management of Client AZURE environments including security processes, user creations and security, back ups and failovers etc

Service Transition

• Ensure that the Customer experience is successful
• Service Escalations
• First point of contact for customer escalations
• Update all teams, stakeholders and partners on service issues in key business areas

Service Improvements

• Work with your colleagues to Identify service improvement opportunities
• In collaboration with the Head of Managed Services proactively assess service trends to identify areas for improvement – driving root cause analysis, incident reduction, service improvement and problem management

About you

Essential

• 2+ years’ experience in managing customer facing incidents
• Experience managing and working with third party technical service providers and customer technical teams
• Able to troubleshoot complex situations with the client and effectively negotiate potential solutions
• Excellent planning and organisational skills
• ITIL Foundation Required
• Good Working Knowledge of MS Office/Windows
• AZURE Foundation certified

Desirable

• Qualified to degree level or equivalent (preferably in a technology or business-related subject)
• Intermediate ITIL qualifications
• Intermediate Microsoft AZURE Certifications
• Redhat/SUSE Certifications

Personal Behaviours

• Ability to work in a busy pressured environment
• A strong service oriented (“Can-do”) culture, with a strong focus on customer approach. Committed to exceeding customer expectations
• Excellent telephone manner
• Good communicator with the user environment. Ability to communicate with all levels of staff and customers
• Dynamic but aware of the views and feelings of others
• Able to integrate with the team and be a good team player
• Driven and motivated
• Can demonstrate clear purpose, enthusiasm and commitment
• Suggests new ideas within the team
• Ability to work on own initiative and be flexible
• Ability to organise and manage multiple priorities in a demanding environment
• Good ownership skills
• Excellent written communication skills

Benefits

• Highly competitive salary and excellent benefits package
• Hugely supportive working environment with a dynamic culture and company
• Flexible and diverse working environment

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