Deskside Engineer - Infrastructure Services

Recruiter
Sainsburys
Location
Keresley
Posted
10 Oct 2017
Closes
13 Oct 2017
Sector
General
Contract Type
Full Time
In a nutshell Provisioning of onsite end user hardware and providing onsite support on all hardware in Store Support Centre (SSC). Work closely with a wider team of Deskside Engineers, Senior Deskside Engineers and Deskside Services Team Lead covering satellite SSC's delivering D&T Operations Services involving fault fixing, preventative maintenance and development projects. Reduce costs of the operation through service improvements making Sainsbury's service best value in class. What I need to do Provision all new end user hardware to onsite colleagues in SSC. Action all equipment requests for onsite SSC colleagues and assist in wider team equipment requests. Maintain, upgrade and support all onsite end user hardware. Provide SSC colleagues with an onsite D&T reference point. Provide onsite support for VIP related incidents and requests. Fulfill all required onsite office moves, working closely with onsite FM teams, to ensure colleague downtime is planned and kept to a minimum. Provide additional operational support in the resolution of incidents, primarily for onsite incidents but also assisting other remote satellite SSC onsite teams in the timely resolution of incidents. Actively administer the supported services to meet and strive to exceed SLA's and KPI's. Undertake assessments of solutions to ensure that they meet the standards that are set. Contribute to the technology roadmaps and strategy ensuring designs are operable. Willingly share knowledge with peers ensuring that all services are delivered efficiently and colleagues are motivated and helped to continually improve their competencies. Represent the team on project delivery taking ownership for the solution implementation. Participate in accepting a service on behalf of operations, ensuring that the service is fit for purpose. Work carefully and responsibly on assigned tasks within the holder's competence and make known to the Team Leader if any assigned work falls outside their current competence before attempting it. Ensure changes are thoroughly planned and executed (tasks, risk analysis, regression plans, configuration management). Ensure security policies and processes are adhered to. Produce all necessary documentation when undertaking work. (Author/edit Standard Operating Procedures and Problem Determination Guides, maintain configuration records). Ensure Asset Management procedures are applied (hardware and software). Deputise for Senior Deskside Engineer on an occasional basis. Work with third parties involved in delivery of services within the remit of the job holder's section, promoting high quality work. Ensure activity time is recorded promptly, accurately and in the appropriate way. How I will succeed Excellent feedback from customers. Talkback 360 degree feedback from colleagues. Meets or exceeds KPIs set within the team. Resolution of problems logs/requests/project work, delivered to a high standard. Display embodiment of Sainsbury's Company Values when performing the role. What I need to know Essential Experience in provisioning, configuring and maintaining mobile telephony devices and associated services. Procurement of hardware experience Hardware and software installation, configuration and maintenance experience. Dell hardware maintenance experience with Windows 8 software installation, configuration and maintenance experience. Experience in the installation, configuration and support of mobile device encryption systems. Demonstrable experience in the provisioning, configuration and support of communication and telephony hardware. Experience in the installation, setup and support of video conferencing suites and Skype For Business. Experience in general deskside IT support covering installations, queries and requests. Office move experience, including the planning, performing and managing of move related ad-hoc requests. Experience in the installation, configuration and maintenance of a Microsoft Windows environment. Experience in the installation, configuration and maintenance of wireless devices. Demonstrable experience in the installation, configuration and support of Collaborative technologies. Demonstrable experience in using good problem solving skills and experience in applying methodical approach to problem solving. Desirable Experience in provisioning, configuring and maintaining Blackberry and/or Windows Mobile devices and the associated server side services. Previous procurement experience in corporate environments. Experience in the installation, configuration and support of McAfee Safeboot and/or Microsoft Bitlocker. Demonstrable experience in the provisioning, configuration and support of Mitel communication and telephony hardware with both fixed line and VOIP knowledge and experience. Experience in the installation, setup and support of Polycom range of video conferencing suites. Experience in general deskside IT support covering installations, queries and requests in a Dell hardware, Windows 7 and/or Windows8 Operating System, Office 2010 / Office 365 suite environment. Demonstrable office move experience, including the planning, performing and managing of move related ad-hoc requests. Experience in the installation, configuration and maintenance of Microsoft Windows 8 technologies. Experience in the installation, configuration and maintenance of wireless devices covering Intermec devices and wireless handsets. Demonstrable experience in the support of Collaborative technologies such as SharePoint, Office 365, and Skype Experience of problem solving across a range of technologies with good problem solving skills combined with a methodical approach to problem solving. What I need to show Onsite IT support team understanding and work ethic. Adequate current knowledge in the subjects of the role. Excellent customer service manner. Ability to work consistently to defined processes and instructions. Ability to work on own un-supervised and deliver on time to budget. Ability to think methodically and logically and communicate well using spoken and written word. Proven success as a careful and responsible worker in similar technical areas. General knowledge and understanding of IT concepts and architectures with proven experience of successfully managing and maintaining IT services. Has practical awareness of problem solving procedures used for business-critical IT incidents, and a good awareness of their implications for a retail business. Recognises the importance of the customer through gaining feedback and using it as a basis for decision making. Shares key findings with colleagues and great stories of exceptional customer service. Takes responsibility, owns the issue and resolves it through identifying and working with the relevant individuals. Reflects constructively and remains positive when faced with setbacks and continues to work towards a solution. Considers the impact of decisions and reviews decision as required. Takes advantage of every opportunity to communicate relevant information remaining mindful of the audience (e.g. translates complex/technical issues to meet the audience's competency level. Resources available to me Software licences, hardware, documentation and management tools of relevance to the role. 3rd party service providers (as appropriate). What decisions I can make Contributes to the design and operation of within-team processes. *LI-LS1 - provided by Dice ASSET MANAGEMENT, BLACKBERRY, CONFIGURATION MANAGEMENT, DEGREE, MICROSOFT, MOBILE, PROCUREMENT, RISK ANALYSIS, SHAREPOINT, SLA, VOIP, WINDOWS, WINDOWS 7, WINDOWS MOBILE, WIRELESS