Chain managers & analysts Work, Jobs in Liverpool, Eng (with Salaries)

Windows Support Engineer - 3rd Line
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- Azure
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Solutions Architect (Sales & Distribution)
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Windows Support Engineer - 3rd Line

NewPrinces Group -
Liverpool

Apply Now

Job details

Permanent
6 days ago

Benefits

Annual leave
Company pension
Work from home
Private medical insurance

Qualifications

Microsoft Windows Server
Technical troubleshooting
Driving Licence
Azure
SCCM
Customer service
Stakeholder liaison
Internal department liaison
Change management
Firewall
Analysis skills
Computer networking
Organisational skills
VMWare
Application support
Training & development
Root cause analysis
Communication skills
Microsoft Azure
vSphere
Intune
Analytics

Full job description

Vacancy Name

Windows Support Engineer - 3rd Line

Employment Type

Permanent

Country

United Kingdom

Location

Liverpool

Business Area

Finance

Workplace Type

Hybrid

About Princes

The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.

Role Description

Job Purpose

To manage Incidents escalated from the Service Desk team by analysing and formulating practical resolutions to ensure IT systems availability, particularly IT systems which support the supply chain processes.

To provide out of hours support for business critical systems, ensuring production and distribution of materials are not impacted and to be available for out of hour’s escalations from the Service Desk team.

To provide guidance and support to the Service Desk Support Analysts and to transfer knowledge to this team ensuring the highest possible First Time Fix rate at the Service Desk.

To assume key responsibility for the transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.

Working with the IT Delivery Manager – Operations to ensure the best possible service levels are provided to the business and encourage a professional and customer focused ethos within the Support teams.

To liaise with all users of IT systems within the group and with third party service providers.

DIMENSIONS

Internal contacts will include members of the organisation at all levels, given the support element of the role.

External contacts will include representatives from our key technology partners who provide equipment, service and support. These contacts will be for the resolution of day-to-day issues and escalations.

KEY RESPONSIBILITIES

The key elements of this role are as follows.

2nd / 3rd Line Support of Princes IT Systems

This involves managing incidents escalated from the Service Desk team covering all IT systems including commercial, manufacturing and logistical systems. Emphasis will be on the Manufacturing and Logistical systems as they are critical to the business as any outage to these systems can impact the sites’ ability to produce and deliver finished goods to customers.

 Adherence to the Incident Management policy - accurate call logging and timely closure of calls, ensuring end users are kept fully informed of progress.

 Analyse Incidents, raise problems to find the root causes and implement resolutions following the change management process.

 Produce and analyse weekly/monthly security reports to ensure a secure environment, compliant with internal controls.

 Primary responsibility for the Problem Management process, analysing trends and reducing repeated Incidents and service outages through proactive Problem Management.

 Primary responsibility for the Change Management process, ensuring the change management process is followed within the team and services are maintained and outages are avoided.

 Liaise with Princes Business Analysts and third-party software and support providers to coordinate live systems application support.

 Provide an out of hours support service for business critical application users and be available for OOH escalations from the Service Desk team.

 Ensure the Senior Business Systems Support Supervisor is made aware of any potential escalations or outstanding issues.

 Adherence to Princes Internal IT Controls.

Service Transition and Knowledge Transfer

To assume key responsibility for transition of new services from Princes IT Project teams, ensuring all relevant documentation is complete and knowledge transferred to the Service Desk team.

 Liaise with the PMO Office, IT Technical Delivery Team and Business Analysts in relation to new or updated Services and transition to live support following the Service Transition policy.

 Assume key responsibility for the evaluation, recommendation, implementation and management of new application requests which are not covered under project management to meet business needs.

 Transfer knowledge to the Service Desk team to enable them to effectively support new services.

 Identify gaps in support and process knowledge within the Service Desk team and provide training and documentation to ensure the highest possible First Time Fix rate at the Service Desk.

Role Requirements

TECHNICAL REQUIREMENTS

 Excellent knowledge of Microsoft Technologies

 Windows 10/11

 Window Server OS

 Microsoft 365

 Azure Services E.g. Azure Virtual Desktop / MSIX Application Packaging.

 SCCM / Intune Management

 VMware vSphere & Virtual Desktop Environments

 Firewall Technologies

 Email filtering solutions

 Good knowledge of networking principles

 Good understanding of ITIL framework

Desirable

Hands-on experience with firewalls (creating rules / troubleshooting issues via logs etc.)

Hands-on experience with switch / router configuration & troubleshooting

Key Behavioural Indicators

Excellent customer service skills.

Excellent written and verbal communication skills.

Strong organisational skills with a logical, methodical and structured approach.

Strong problem solving and analytical skills.

Flexible and adaptable approach.

Capable of working well under pressure

Appetite for continuous improvement and an attention to detail

Ability to work cross-functionally dealing with all levels of business employees from senior executives and shop floor operations.

Full UK Driving Licence – Occasional travel to Princes UK sites will be required as part of this role.

Benefits:

25 Days Annual Leave plus Birthday off

14.5% Pension – 5% employee opt in / 9.5% employer

Hybrid & Flexible Working - 4 Days in Office / 1 Day WFH

Flexible Holiday Option - Buy 5 Additional Days

Enhanced Family Friendly & Carers Policies

Life Assurance Cover

Private Medical Insurance

Critical Illness Cover

Learning & Development Opportunities

Apply Now

Refine Your Search

chain managers & analysts jobs in liverpool, eng

Windows Support Engineer - 3rd Line

Senior Business Analyst

Solutions Architect (Sales & Distribution)

Systems Support Analyst

Technical Analyst

Security Architect (12 month FTC)

Other jobs to consider

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