Senior IT Systems Engineer

?? Involved in the full life cycle of support and providing an escalation route for the Service Desk, the role will provide you with the opportunity to develop an existing team of IT professionals and broaden your existing technical skill set through the delivery of focused support to our clients.

?? The team leadership role is primarily focused on the provision of deep technical escalation capability, mentoring of less experienced team members, knowledge management, and technical documentation creation / maintenance

?? Service Desk Technical Leadership, Mentoring and Management

?? Thorough documentation and staff training / coaching to ensure customer satisfaction

?? Finding solutions to technical incidents

?? Enforcement of procedures and best practices

?? Provision of some project capability

?? Taking an active role in managing day-to-day service delivery for our customers

?? Ensuring that the Service Level Agreement (SLA) meets the business needs of each customer

?? Making pro-active recommendations to improve service delivery and systems reliability

?? Maintaining customers' central system documentation, i.e. Service Transition, Asset Management and carrying out periodic audits to validate information stored

?? Organizing and undertaking regular client service reviews alongside Service Delivery and Account Managers and owning technical service improvement plans and roadmaps