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DB&T Technical Engineer
Veolia UKDB&T Technical Engineer contributing to service desk operations while ensuring quality service delivery in a nationwide service environment. Involves desktop support, incident resolution, and customer interaction.
Tech Stack
Tools & technologiesCitrixServiceNow
About the role
Key responsibilities & impact- Contribute to the services of a nationwide network of Service Desk specialists and ensure the successful resolution and fulfilment of requests relevant to 1st and 2nd tier applications and hardware, audio-visual equipment, desktop operating systems, mobile devices and printers.
- Identify all and any impediments affecting the efficient delivery of applications and services and determine and execute appropriate measures for their mitigation and/or resolution.
- Reduce the impact of service affecting incidents and problems, ensuring an appropriate and timely response to all reported issues.
- Ensure the accurate recording of service requests and incidents and to attribute the correct categorisation and notation to ensure timely and relevant reporting.
- Provide desk-side and remote assistance, as relevant to the task.
- Share responsibility for the successful day-to-day operation of the Service Desk’s 2nd tier operations and ensuring its services meet or exceed exacting standards for service support as defined by service agreements.
- Share responsibility for all activities relevant to 2nd line incident resolution, request fulfilment, field services, desk side support and end-user computing.
Requirements
What you’ll need- A full driving licence.
- Knowledge of ITIL practices.
- Advanced Level Qualification.
- Experience providing Service Desk operations in a multi-site, nationwide service environment.
- Experience delivering quality services in compliance with service agreements and performance targets.
- Demonstrable understanding of ChromeOS & Windows 10 / 11 operating systems.
- Experience of ServiceNow or equivalent ticketing system.
- Demonstrable understanding of the ITIL Service Management framework and appreciation of the complimentary quality standard ISO/IEC 20000.
- Demonstrable experience of working in a SOX compliant and ISO/IEC 20000 accredited organisation or function.
- Excellent application and technical knowledge with a proven ability to learn new and complex software applications.
- Good interpersonal skills, able to communicate effectively with staff and management alike.
- Good understanding of customers’ business operations and a detailed understanding of their key applications and services.
- ITIL Practitioner or Foundation certified (Desirable).
- One or more professional qualifications from leading solution providers: Microsoft, Cisco, SDI, Google etc. (e.g., Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, ServiceNow CSA).
Benefits
Comp & perks- 25 days annual leave
- Access to our company pension scheme
- Discounts on everything from groceries to well known retailers
- Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
- 24 hour access to a virtual GP, 365 days a year, for you and family members in your household
- One paid days leave every year to volunteer and support your community
- Ongoing training and development opportunities, allowing you to reach your full potential
- Stream - Employee financial wellbeing support : early access to your earned pay, savings, budgeting, financial coaching & rewards.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service Desk operations2nd tier incident resolutionrequest fulfilmentdesk side supportend-user computingChromeOSWindows 10Windows 11ServiceNowITIL practices
Soft Skills
interpersonal skillseffective communicationproblem-solvingcustomer understandingteam collaborationattention to detailtime managementadaptabilitytechnical learningservice orientation
Certifications
ITIL PractitionerITIL FoundationMicrosoft MCSACisco CCAACitrix CCENTSymantec SCSServiceNow CSAAdvanced Level Qualificationprofessional qualificationsleading solution providers