IT Onsite Services Engineer

Description

Job Purpose:
The IT Onsite Services Engineer provides the coordination of appropriate and timely responses, including escalation to relevant support teams for resolution, monitoring of progress and keeping users apprised of progress while responding to all user calls in a customer-focused and timely manner and maintains a high level of customer satisfaction.
Principal Accountabilities:

Receives and logs requests for support from users and/or other service delivery staff.
Maintains high level customer/user satisfaction by being the single point of contact for all local IT matters including clarifying customer needs and ensuring they are met. Be the on-site service coordinator for local escalations.
Monitors progress of requests for support/escalations/incidents and ensure users and other interested parties are kept informed.
Within his/her own area of competence, investigates problems and other requests for support and determines appropriate remedial actions to take, or escalating requests to other Support & Delivery staff or external service suppliers. Ensures all work is carried out and documented in accordance with the required standards, methods and procedures.
In accordance with established procedures, monitors application systems for which responsible by regular scrutiny of reports from the applications software, systems software or service delivery staff. Notes problems and identifies performance trends. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising and contributing to service improvement activities.
Liaises with applications development or support staff or software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements.
Following agreed procedures, receives and handles requests for information, and provides advice to users on systems, products and services that are available to them.
Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting problems, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis.
Assists users in making more effective use of desktop systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
Follows standard procedures to update incident log, documenting necessary details in a central repository, progress checking, and ensuring that diagnostic information is provided for error resolution and incident analysis.
Participate in “transition to support” activities, including application training, in order to update skills and knowledge to support new applications.
Provide end-user training for application(s) upon specific requests from the Business
Acting as contact point for any visiting Third Party Vendor e.g. OBS and arranging the HSSE induction according to Vivo Energy HSSE policy and assuring all 3rd Party IT service providers are HSSE certified.
Arranging and managing repairs at the site which includes preventative maintenance on all computer room equipment. Participate in refresh programmes as directed by Infrastructure Management e.g. Switches, UPS, Air-conditioners etc.
Arranging on-site work space, phone lines, etc. for 3rd party break/fix service provider(s).
Managing store room for surplus stock including reporting on stock levels to business focal points and agreeing with the business focal points the equipment types that need to be kept in stock.

Requirements

Job Knowledge, Skills & Experience:
End-user support experience:

At least 3 years experience working in an end-user support.

Solid base knowledge of support processes and ITIL
Experience with call-logging systems and knowledge management tools
Good customer-facing, interpersonal and communications (oral and written) skills
Knowledge in class-of-business application integration and middleware knowledge in application security and data architecture

Business and application knowledge of overall IT application landscape and underlying IT infrastructure:

Hardware – HP DL380 G9 and Above, Various Cisco Networking equipment
HP/Lenovo Desktops and Laptops
Operating Systems –VMWARE, Windows Server R2 and above, Solarwinds, MS SQL Database

Backup – VEEAM

Security – Forticliect, BigFix, and IRM Security Compliance
Telecommunications – Cisco Switches and Routers, Audiocodes (UC) Lync and Fortigate
Applications – Ms-Office Suite 2013, Exchange, Lync, SharePoint

Competencies:

Customer Focus & Interpersonal – Skill
Business Applications & Infrastructure – Skill
Application, Data & Technical Architecture- Knowledge
SAP – Knowledge
Incident & Problem Management- Knowledge
Root Cause Analysis- Knowledge
Vendor/Service management- Knowledge
IT Support Processes & Enabling Tools- Skill
Influence and Persuasion – Skill