2nd Line Engineer

Job Description

IT 2nd Line Engineer - North WestDEPARTMENTInformation TechnologyREPORTING TOIT 2nd Line Team LeaderPURPOSEWith preference and priority given to the Engineers home site(s) the position is to provide 2nd line IT support to all sites within the Compleat Food Group by means of physical or remote support.Home site is Crewe, with secondary responsibility for Palethorpes and Clitheroe.JOB ACCOUNTABILITIES Key Technical Skills / Experience: Experience working in a fast paced manufacturing environment is essential. In-depth understanding and experience supporting desktops, laptops and printers enabling the provision of a customer focused IT support service. Detailed working knowledge of Microsoft Office365, Microsoft Client/Server networking, VPNs, WANs and end user software support is essential. Broad experience of acting as a Point of Contact for all service related questions. Demonstrate opening questioning, faulting finding, critical thinking and problem solving skills. Experience of working as part of a geographically diverse IT function. Able to prioritise and manage multiple workstreams including incident resolution and project work. Excellent verbal and written communication skills. Experience of engaging with multiple stakeholders and prioritise activity accordingly. Demonstrable experience of ownership of key customer issues / problems and the ability to follow up the status of escalations. Communicate progress in a timely manner.Key Behavioural competencies: Drives for Results Sets high expectations and goals for self. Initiates action and persists to completion. Is tenacious and focussed on execution of actions to meet business goals. Follows through on own commitments. Makes effective and sound decisions with speed.Passion for Learning Conveys a hunger to learn and for new information, knowledge and experiences. Learns from past experiences / mistakes. Accurately reflects on own behaviour and actions and continuously develops self. Rapidly learns new skills, grasps new concepts and acquiresnew ways of seeing things. Develops knowledge and technical expertise.Customer Orientation Demonstrates a full understanding of customer needs and expectations to enable the effective delivery of appropriate quality services which meet customer expectations.Communicates with High ImpactConveys information in a clear, succinct and compelling manner that captures and holds attention of end customers, and enhances reputation and credibility.Company/Industry Knowledge: Background of operating in an IT dependent, fast paced, time critical, 24/7 manufacturing business.Qualifications: A Level qualifications or equivalent are essential. Microsoft certification or equivalent is desirable. Full UK driving licence is essential.Major Tasks and Activities: Receive escalated incidents from the Service Desk and prioritise workload to ensure all incidents are resolved within SLA. Work within a team of 2nd Line IT Engineers to ensure Group wide incident resolution SLAs are met. Support the wider IT team in Problem Management by performing root cause analysis tasks as directed by the IT Manager. Work with the Systems Administration team to resolve core infrastructure issues resulting in on site system inefficiencies or service interruptions. Provide time and expertise to support the delivery of projects on budget, on time and to the right quality. Communicate updates and pertinent information to the Customer group as required. Form part of the Out of Hours team taking turns on a rota based process to act as an escalation point for out of hours calls.Additional Key Accountabilities: Be an active participant in Service Improvement by proactively offering suggestion to improve the Customer Experience. Travelling between sites with occasional overnight stays is required to fulfil duties described within this document. Attend such necessary training sessions (internal and external) as requested in order to be sufficiently equipped to perform tasks. Adherence to all company policies.Key Outputs/Deliverables: Incident resolution times within SLAs. Customer satisfaction KPIs. Attainment of Individual objectives as agreed with the IT 2nd Line Team Leader.NAME SIGNATUREDATE