MOBILE SYSTEMS ENGINEER | INSIDE IR35 | UP TO £250 A DAY

The candidate will have a firm background working within a busy mobile IT team, solid experience in troubleshooting customer issues and a clear and analytical approach to problem solving. The primary job function is providing technical support our mobile user base, predominantly made up of field staff working shifts covering 24/7/365.

There will be a requirement to provide guidance and help to 1st and 2nd line support in the resolution of customer queries. To take on and manage our Problem tickets, bringing together 3rd parties and other technical parties to ensure a timely resolution.  To take ownership of issues affecting our mobile devices to ensure that our internal teams and suppliers are progressing problems accordingly and contributing towards the investigations and resolutions where necessary.

They will require a high level of interpersonal skills with the ability to communicate clearly to end users, colleagues and 3rd party suppliers to ensure a professional, timely, quality focused service is delivered.  There will be a requirement to travel regularly to various locations within the geographical footprint, some of this may be before and/or after core hours.

DUTIES AND RESPONSIBILITIES

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

Receive ‘warm transfer’ end user calls directly from 1st line support.

Manage all tasks using IT service management tool.

Take ownership of calls escalated from 1st and 2nd line engineers or the IT Service Desk MIM team.  Each call should be updated at least once daily, depending on priority.

Take ownership of Problems and to ensure that they are progressed, resolved and RCAs created. Also to create documentation to support the problem or known issue.

To work alongside our managed services supplier to assist where required and to ensure that the supplier is acting accordingly.

To escalate and work with vendors if the technical issue requires further expertise.

To look to technical solutions to streamline the support provided by all other resolving teams.

Automate processes wherever possible using Powershell, WSH and other scripting utilities

Provide a customer first approach to the prioritisation of tasks.

Work collaboratively with team members and contracted suppliers to resolve issues including hosting technical bridge calls where required alongside a MIM team.

Recommend and deliver improved IT systems and processes.

To ensure robust asset management across 9,000+ devices

Assist with projects as and when required.

Technical Knowledge Area:

Windows XP, 7, 8.1 & 10

MS Teams

SAP Work Manager

Geospatial Mapping

Always on VPN technology

Microsoft Exchange 2010/2013.

Microsoft SCCM 2007/2012/2016.

Powershell.

Microsoft AD, DHCP, DNS, DFS, Profiles, Group Policy.

Windows Server 2003+R2, 2008+R2, 2012+R2.

Citrix XenApp & Microsoft RDS.

Microsoft SQL Server 2008 & 2012.

Microsoft Office 365.

Microsoft Office 2016.

Personal Skills

Excellent communications skills and a professional manner is essential in this customer-focused role.

Decision making with an analytical mind-set.

Proven ability to work under pressure and with other people.

Excellent time management and self-motivation skills.

Strong desire to continually improve customer service.

Planning and Organisation.

Genuine enthusiasm for working with technology.

Experience

Experience of mobile device support and troubleshooting with live customers.

The applicant must have significant IT experience in a field staff focused environment.

Concentrating in technical support and investigative troubleshooting.

A proven technical background in complicated IT environments.

Experience of a technical support desk is desirable.

Experience in a large corporate environment dealing with external IT service providers.

Experience of managing Major Incidents alongside suppliers.

Experience of problem management

OTHER 

Prepare documents, meeting materials and correspondence.

Share knowledge and provide guidance to team members.

Perform a basic administrative support duties as required to meet specific operational objectives.

Perform miscellaneous job-related duties as assigned by the relevant IS support member.

Attend colleague training events, conventions and any other meetings requiring IS support.

Resolve all tasks within a time scale set by the IS manager.

Promote Customer Sustainably Improvement Plan (CSIP) to deliver improvements for IS customers.

Ensure that a high level of customer service and support is provided to all colleagues.

Work out of hours support.

Abide by policies.

For more information please contact Tom Glover at Morson Talent