Company Description

Job Description

Reporting to the Shift Team Leader, the primary function of this role is to provide a technical response/ fix to incidents and service requests reported by Daisy customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that works as part of shift pattern that covers Monday to Sunday between 6:30am to 6:30pm and 6:30pm to 6:30am. 

The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:

They will also be required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs. 

This role will require an enthusiastic individual who is able to apply all company and departmental policies, procedures and work instructions to their daily tasks, and proactively contribute to improving these where possible. This position will require proven engineering experience within a relevant industry and a good appreciation of relevant engineering standards and procedures. It will also require the ability to build rapport and maintain strong technical relationships with our internal and customers to help drive and improve our quality of service.

The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.

Responsibilities

  • Provide 2nd line investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.

    • · Work closely with customers and become a trusted advisor, occasionally leading presentations to customers and mentoring people internal & external.

    · Become an extension of the customers IT team, ensuring the best customer experience, and deliver high levels of expertise.

    · Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.

    · Understand the need to and know when to escalate to Senior SYS Ops Engineers to ensure that customer SLAs are met.

    · Take direction from Technical Leads and Senior Systems Engineers as part of a virtual Incident Management team.

    · Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.

    · Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.

    · To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customers systems availability.

    · Service restoration must be at the forefront of incident resolution to meet contractual SLAs & OLAs.

    Qualifications

    · Minimum 2-3 years experience working in End-User Support, Systems Support or Senior Service Desk roles preferably in a Service Provider environment.

    · Recognised certifications and/or relevant experience of the Microsoft Office suite of products, Active Directory, Exchange, and Windows server versions including 2008, 2012 2016, with Knowledge of 2019.

    · Good understanding of, and able to evidence Azure support capability.

    · Good working knowledge of TCP/IP, DNS, WINS and DHCP.

    · Working knowledge of remote software and tools.

    · Experience of Virtualisation (VMWare, Hyper-V)

    · Experience with SCCM, Citrix, Storage systems and basic networking.

    · Excellent Written and Verbal skills

    · Technical documentation skills

    · Capability and understanding of problem management & change management.

    · Present examples of the ability to identify repeat fails and report against them to aid reduction in repeat failures.

    · Ability to guide the Service Desk Analysts in tasks.

    · Ability to demonstrate strong communication skills explaining technical solutions in a non-technical manner.

    · Good documentation skills. Ability to share knowledge and experience with colleagues.

    · Knowledge and understanding of OLAs, SLAs and KPIs.

    · Knowledge of the ITIL framework.

    Personal Skills and Qualities:

    You will have:

    · Good time management skills to enable you to prioritise and deliver to tight time lines.

    · A positive, confident and client centric approach to work, with a desire to deliver consistently high quality service

    · A positive outlook with the ability to be flexible and adaptable.

    · Experience in team working to deliver excellent results

    · Excellent verbal and written communications skills

    · Ability to work in a fast-paced office environment where multi-tasking is a must

    · Security clearance (SC) or the ability to obtain this level of clearance is mandatory.

    Working Location/Environment:

    Daisy Technology offices: Birstall/Nelson & Home Working

    Additional Information

    At Daisy, our values are centred around our people; therefore, we show our appreciation by providing various benefits and rewards to all our employees. Here are just some of the benefits that makes Daisy a great place to work.

    We all deserve a break

  • In need of a holiday? Starting at 25 days holiday, your allowance increases to up to 30 days for each year you stay with us. BONUS You can buy extra holidays too. 
  • Nothing says happy birthday like a day off thats why we give you an extra day to do with what you wish.
  • We LOVE love so much in fact, that you get ANOTHER paid day to go and get married! 

    • We care about you and our planet

  • Progress your skills or learn something new with stress-free virtual or classroom learning through Daisy University and Apprenticeship and Talent programmes.
  • Hybrid and remote working, to ensure work WORKS for you.
  • We have our very own in-house wellbeing coach to inspire, engage, guide and support YOU.
  • Employee assistance scheme – here to look after your health, mental health and financial wellbeing.
  • Family-friendly policies, to support our employees when they need it.
  • Our helping hands initiative allows you to take up to three days leave each year to carry out VOLUNTEER work.
  • Because your health is our top priority we offer discounted membership for HEALTH plans
  • Eye Care Scheme so you can SEE your skill develop with Daisy
  • One-stop SHOPPING discount and savings on more than 1,200 retailers through The Exchange, our online discount platform
  • Career breaks, offering you the opportunity to pursue something you have always dreamed of.
  • Death in Service Insurance, so you know your close ones are protected.

    • As a member of the Disability Confident Scheme, we are pleased to be able to play our part in ensuring that everyone has the opportunity to fulfil their potential and realise their aspirations.

    Join us on our journey as we focus on Technology, Sustainability and People. Lets make a positive difference, together.