Senior IT Support Engineer

The Senior IT Support Engineer role will undertake a range of 2nd and 3rd line support tasks in support of IT Service Delivery to its customers. The support will be undertaken using a combination of remote access tools and field support.

The IT Senior Support Engineer will work with Contract Management of allocated contracts for their Technology Enablement.

The IT Senior Support Engineer role will perform a variety of tasks to ensure Service Delivery, Project Delivery, Incident response, Request Fulfilment, Security Posture and Technology Enablement of allocated contracts. This will be primarily related to End User Technology Systems. The IT Senior Support Engineer ideally will be fully mobile within the assigned region.

The IT Senior Support Engineer role will operate within a defined geographic area and as such will require regular travel and good use of communications technologies to maintain contact with team members and customers.

The IT Senior Support Engineer role will report to the regional IT Field Services Lead.

Role works with:

Internal:

•     Business executive and leadership

•     Senior Business Leaders and Operational delivery executives

•     IT Function colleagues

•     Key Business and Contract stakeholders

External:

•     External Partners

•     Joint venture and consortium partners

Technology vendors

End User Field Support Operations

•     Respond to requests for work from the Serco Middle East IT Service Desk, Infrastructure team, Enterprise Architecture team, Project Management team and Senior Management Team.

•     Attend to Field Services related Incidents, Problems, Service Requests, Change Requests and Projects tasks for allocated contracts.

•     Provide resolution for End User Technology issues, from the point the call/ticket is assigned until the system has been returned to service and proven to be operational (within defined Service Level Agreements). This may involve but not limited to diagnosis, fault finding, repair, and re-commissioning tasks of hardware, operating system, standard and non-standard applications.

•     Undertake scheduled routine and ad-hoc maintenance and embody system upgrades, security upgrades and changes to the deployed systems where necessary.

•     Provide accurate and comprehensive documentation for all Incidents, Problems, Service Requests, Change Requests and Projects tasks inclusive of the investigation, fault resolution, time taken, work done, asset update and any follow up work that may be necessary.

•     Responsible for the effective escalation in cases where the Incident resolution, Request Fulfilment, Change implementation, Project work progress is being hindered/stalled in any way.

•     Responsible for ensuring all End User Assets within allocated contracts are maintained for protection against information security breaches.

•     Communicate/escalate all high priority incidents ensuring that the communication process is adhered to.

•     Ensure that service availability and performance meet published Service Level Agreements.

•     Liaise with other members of the IT team, Serco Group My Technology, Serco ME Support functions and the customer to ensure effective customer focused resolution of incidents and service requests

•     Proactively highlight improvements and ensure these are captured and progressed.

•     Carry out quality self-assessments of all Incidents, Service Requests, Change, Project and Security tasks to provide feedback on areas for improvement.

•     Identify trends in incidents to ensure effective problem management enabling reduction in call volumes. Including identifying changes to the support philosophy that would benefit key stake holders by improving level of service and reducing the cost of delivery.

•     Ensure all agreed operational policy and procedures are adhered to

•     Accurately record and submit (within a timely manner) all routine documentation including visit reports, timesheets and other related administration

•     Where necessary, provide on-call or on-site support outside of normal business hours and accurately document work done, and time spent.

Technology Enablement

•     Be a champion for change, innovation, and technology-based improvements within allocated contracts.

•     Be a conduit between contracts, IT Service Delivery and IT Technology Solutions team.

Problem Management

•     Responsible for contributing to resolution of Problems related to End User Technology for allocated contracts.  Ensure the Problem tasks are logged and resolved accurately for allocated contracts.

Configuration and Change Management

•     Responsible for ensuring accurate information on End User Assets/Configuration Items (CIs) is maintained in Configuration Management Database (CMDB)/Asset register for allocated contracts.

•     Assist with reports on Assets and CIs including status accounting of CIs.

Change Management

•     Represent allocated contracts in Change Advisory Board (CAB) meetings.

Compliance and Risk Management

•     Represent End User Technology Support function in all audits for allocated contracts.

•     Responsible for contributing towards recording and maintaining Delivery and Information Security risks related to End User Technology for allocated contracts.

Technical Lead

•     Be the Technical Lead for allocated Service lines (Standard and Non-Standard systems and applications) used within End User Technology Support function.

•     Assist Enterprise Architecture/Technology Solutions team with End User Technology solutioning for new bids and global, regional and contract specific projects.

Service Management

•     Assist IT Field Services Lead, IT Service Desk Lead and IT Head of Service Delivery in trend analysis based on reports generated.

•     Assist in creation of communications for allocated contracts, especially in areas of End User Technology Support.

•     Identify and implement opportunities for improving Field Services capability and services.

•     Escalate any areas of concern (skills gaps, potential problems) to senior management.

Knowledge Management

•     Work with IT Field Services Lead to develop and maintain procedures and local work instructions for all End User Technology Support field operations.

•     Work with IT Field Services Lead to develop and maintain End User Technology Operations manual for allocated contracts within the region.