3rd Line Support Infrastructure Engineer, EUC

Job Type IT
Region South East England
Location Bracknell
Preferred Hours Full Time
Partnership Level
07
Closing Date 22/7/2018
Vacancy Type
Permanent
Salary £40,200 - £52,800
Salary Frequency per annum
Hours of Work
35 hours per week, Monday to Friday.

Duties & Responsibilities

Do you have a passion for modern IT and would like to use your technical expertise, flair and ingenuity to work with like minded people, to help shape strategy and drive operational excellence?

Would you like to join one of the best employers in the country, that is a leading visionary within the retail sector and whose ultimate purpose is to balance the happiness of its staff with being a successful business?

Like our stores, John Lewis Partnership IT only use the best technology and tools, and we are building teams of expert IT Professionals ready for you to lead a journey of innovation, exciting technology projects and operational excellence.

As a 3rd Line Support Infrastructure Engineer in the End User Computing team you be responsible for maintaining our service to a very high standard meeting all our SLAs and OLAs. You'll be accountable for incident, problem and request resolution supporting our 1st and 2nd line colleagues in our Service Centre to drive great outcomes. You'll be expected to deliver high quality change to maintain our fast changing estate and there will be lots of opportunities to develop your knowledge and skills sharing best practice across all Infrastructure towers.
You'll have a passion for delivering excellent customer service with an ability to communicate clearly to both technical and non technical customers. You will be knowledgeable in ITIL processes, and support the escalation of priority incidents.

Our business success is built on an ability to continually evolve and innovate, so you'll need to be driven and passionate to make a difference, and that's why we're looking for IT professionals, with the ability to lead our future IT journey and a background in making IT infrastructure work for the business.
If your looking to exercise your your technical expertise, flair and creativity, apply now and join a team whose vision is to be world class in IT service delivery.

Job Requirements

Work with the '3rd Line Support Team' within EUC to support our owned Services at a 3rd line level in support of the Service Desk function who operate at 1st & 2nd line. The role includes the following responsibilities -
Support, maintain & enhance the Partnership IT infrastructure, ensuring team SLA & OLA compliance.
Be accountable for incident, problem & change management activities, to defined standards, aligned with the Services owned by EUC..
Provide 3rd line support for EUC owned services to the Partnership Service Desks
Provide clear, concise and well timed communications to our customers to notify them of upcoming change or issues with service
Collaborate with other EUC & Partnership IT teams to leverage best practices and identify resolutions to issues and solutions
Deliver routine maintenance, upgrade and/or replacement to minimise the impact on the users.
Support technical & business projects as an SME ( where applicable ) to deliver agreed technical elements as part of Project Teams.
Engage with and provide support for Infrastructure Delivery via the Service Introduction function

Required essential experience skills and qualifications

A mixture of technical, business and personal skills will be required for this role. Please see the attached job description for full details.

Technical Skills:
Understanding of and configuring the Windows OS 7, 8, 8.1,10 , Chrome & MacOS Operating Systems.
Practical experience of Directory services ( GPO & DNS/DHCP)
Practical experience of Scripting (Powershell, VBScript, Batch Files) in an Enterprise environment.

Business Skills:
Ability to translate business requirements into project requirements.
Ability to communicate/translate technology to non-technical customers/users.

Personal Skills:
Excellent relationship-building, communication and interpersonal skills
Ability to effectively organise your own work and meet challenging deadlines, delivering to time and quality in an agile environment.

Required desirable experience skills and qualifications

Enterprise Mobility Management operational understanding ( Airwatch, MobileIron, SOTI )
Experience of Digital Signage platforms ( Scala, Chrome Sign Builder )
Experience of Virtualisation platforms ( Citrix, VMware )
Retail Mobile Devices ( Zebra / Motorola )
Experience of working in the Retail sector
Knowledge of SCCM 2012/Current Branch
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