IT Support Operations Engineer

Full Time London London IT Job Pro UK

The role is to provide 24/7 IT Support as a member of the Engineering Operations CAS Team. Department actively helps Client programme makers create and deliver great content across radio, TV and online. The team supports a range of Client platforms including Windows, MAC and MDM both on site and remotely for our International Client, undertaking a mixture of: 1st line support calls, typical 2nd line IT desk visits, User Admin requests and also a customer facing Laptop Clinic.


The ability to deal with multiple concurrent projects in an efficient, systematic and thorough manner, maintaining accuracy, safety and attention to detail when working to tight deadlines.
Technical analysis and resolution of a diverse range of incidents impacting live services. Initiate response to service disruption, and support proactive measures aimed at preventing recurrence.
Use problem solving techniques and technical knowledge to translate alarms from components into real-world impact, to inform and guide incident response
Logging all incidents accurately, and documenting all investigative activities; including all technical means employed to ascertain the nature of the fault and remedial action taken
Managing incident and escalating as appropriate and as per defined processes.
Implementing appropriate contingency procedures in response to planned or unexpected events.
Thorough handover of incident and environmental information through shift changes to colleagues within the team.
Keep up to date with operational changes in a fluid environment, ensuring that actions are taken in line with current best practice.
Use strong communication skills to articulate accurate information to technical and non-technical audiences in the course of addressing an incident, and in related actions afterwards.
Able to discuss or convey complex technical systems both verbally in meetings, calls etc, and non-verbally in incident tickets and documentation.
Ensure that the provisions of the Health and Safety at Work Act, Working Time Directive and other workplace related legislation are observed ; responsible for ensuring that risk assessments are completed, appropriate and meet CLIENT standards; responsible for ensuring appropriate method statements are reviewed and fit for purpose Knowledge, skills, training and experience Essential
Experience in logging and managing incidents in an operational environment
Strong experience of working with Microsoft Active Directory and SCCM administration in an operational business environment.
Strong experience of supporting Microsoft Windows Workstation Windows 7 in an operational business environment
Strong experience of troubleshooting software and hardware issues on windows based desktops and laptops
Experience of Microsoft Office products including strong knowledge of Outlook configuration in an operational business environment.
Knowledge of support centre call logging systems.
Experience of installation, configuration and troubleshooting of laptops with a strong emphasis on remote access via broadband and wireless connections.
Experience of training novice users in operating technical equipment and software applications.
Knowledge of TCP/IP over Ethernet networks

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