Service Desk Engineer in Hampshire

Service Desk Engineer

As the Service Desk Engineer you will be working on a 24/7 shift rota to support the operation and this will include out of hours support for a leading Defence company based in the Hampshire area.

The company you will be working with have an excellent benefits and pension package, and believe in looking after their staff, and offer a great working pattern to enhance work/life balance.

A large proportion of the tasks you will be undertaking as the Service Desk Engineer will involve monitoring and maintaining computer systems and networks, diagnose incidents and support roll-outs of new software. Additionally, you will be answering telephone calls, handle correspondence and complete ad-hoc tasks delegated to you by the leadership team.

In this role you will be responsible for:

• Using the Service Desk management tool, you will create and assign incidents and Service Requests.
• Ensuring that the Service Desk management tool is updated at each stage of the life-cycle of an incident.
• Assessing and prioritising of faults.
• Monitoring our extensive estate of servers, using Tivoli management system(s) and other tools, to identify incidents and take appropriate action to maintain and control the resolution of these incidents within in a timely manner.
• Liaison with specialist support teams.
• Follow procedures and diagrams to resolve incidents
• Provide a competent level of out-of-hours support for our customers.
• Provide regular internal and customer reports on incident status.
• Liaising and supporting the response of 3rd party suppliers.
• Performing or arranging software rebuilds following system failure.
• Producing ad-hoc procedures to support task activity.
• Supporting the deployment of software configurations.
• Providing at desk training for new members of staff as required.
• Supporting customer visits to the area by demonstrating general tasks as required.

Your required skills/ experience will include:

• Working experience with Service Management tools i.e. Remedy, Service Now and Asset Management applications.
• Experience working in an operation support environment
• ITIL V3 Foundation.
• Understanding of Tivoli applications.
• Ability to research and critically analyse data
• Service Management tools: Tivoli Integrated Portal, Tivoli Provisioning Manager; Oracle; Java; AIX; Linux; Windows Server and clustered; firewalls; LAN / WAN.

Desired skills, qualifications and experience:

• Experience in 1st/2nd line support of AIX and/or windows Server systems.
• Ability to respond quickly to time critical problems.
• Excellent written and verbal communication skills.
• Ability to analyse data in order to make forecasts.
• Understanding of Oracle Databases.
• Understanding of basic LAN/WAN technology.
• Continuous Service Improvement
• Experience of postal operations.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.