IT Support Engineer
Thinc Forward
Firewalls
Service Operations Integration Analyst
MDD Forensic Accountants
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
FirewallsITSM
About the role
- Serve as a Subject Matter Expert for IT service(s) to support smooth and seamless integrations into the Service Operations Team
- Actively engage with customers, especially during the onboarding of new services, applications and/or customers
- Identify gaps between current services and new services during implementation and onboarding and address those via knowledge transfers, technical enhancements and/or process documentation updates
- Adopt an automation-first, problem management-focused mindset for ticket management and resolution, focusing on root cause and preventing repeat occurrences
- Provide customer-focused incident and request resolution, restoring service for impacted customers
- Support major incidents working with Operational Support Leads and other IT service managers and technical support staff
- Escalate complex issues to wider Service Operations and Technical Operations teams ensuring effective handovers
- Work with the wider Service Operations team to identify enhancements to resolve issues without escalation
- Ensure rapid resolution of incidents and requests and carry out ticket resolution through the ITSM tool in line with Service Management processes
- Liaise with other business and IT teams to implement permanent fixes and manage business communications throughout issue lifecycles
- Support the onboarding of new services and customers to ensure smooth transitions into live service
- Assess and compare legacy IT systems, processes, and tools from acquired entities against Davies’ IT landscape and evaluate usability concerns
- Map existing workflows, identify overlaps/gaps and work closely with business units on usability and impact of changes
- Contribute to service improvements, document process refinements and standardization efforts during low M&A activity
Requirements
- Experience working in a large organisation providing Enterprise IT support
- Experience working with ITIL processes for service management
- ITIL V4 foundation (v4 or above)
- Technical experience of administration and support of some or all of the following technologies:
- Windows servers (2016 and above)
- Windows desktop OS (10 and above)
- Mobile device management (e.g. Intune)
- Active Directory / EntraID for user/group management
- Microsoft 365 (Office, Teams, SharePoint, OneDrive)
- End user devices (laptops, mobile phones, printers)
- Understanding of LAN/WAN networking and firewalls
