IT Technical Specialist
ISG
Ipswich, UK
2d ago

Job Title : IT Technical Specialist

Location / Division : IT

Leadership Level : Leads Self

Reports To : IT Technical Support Manager

About ISG

ISG is a dynamic construction services company, delivering robust and future-proofed places that help people and businesses thrive.

Our 2,800 worldwide specialists in fit-out, technology, construction and development deliver not just buildings, but also an exceptional delivery dynamic and strong customer relationships built on mutual trust, collaboration, and open communication.

We blend our unparalleled track record, sound processes and proven delivery methods with a fast-paced and agile culture, ensuring we deliver thriving places that are as agile and resilient as their occupants.

Job Purpose

  • The IT Technical Specialists are part of the IT Technical Support Team, which is a multi-disciplinary team of IT engineers who are responsible for the day-to-day management, monitoring and maintenance of ISGs infrastructure and applications;
  • either by third parties or directly.

    The team primarily operates out of the Group IT Ipswich's office and report to the IT Technical Support Team Manager.

    They may be expected to travel to ISG's offices around the UK; on occasion, also traveling to ISG's overseas locations.

    This role is the first step into Technical Specialism where the person has very good general support knowledge and now wants to concentrate on one Technical area.

    There will be no people management responsibilities.

    Key Responsibilities

    Operational Management

  • Assisting in providing Level I support when request volumes are high.
  • Perform root cause analysis on recurring and major Incidents monitoring reoccurrence and providing permanent resolutions
  • Develop and maintain zero touch deployment of software and operating systems to the customers desktop using automated deployment tools.
  • Assist in software releases and rollouts according to change management best practices.
  • Maintain incidents and requests assigned to the Resolution Team within SLA.
  • Research solutions through internal and external knowledgebase as needed.
  • Liaise with business, vendors and other IT personnel for incident resolution
  • Escalate incidents with accurate documentation to suitable technical expert or vendor, when required.
  • Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Create & Maintain Knowledge articles for use by technicians and customers.
  • Provide suggestions for continual improvement.
  • Analysis of recurring events to enable proactive prevention of incidents.
  • Analysis of performance and capacity trends to provide proactive prevention of incidents.
  • Deploy security and functional updates to all systems in a timely and controlled manner, following ISG's project and change governance
  • Work on Projects and Small works when required
  • Participate in the monthly out of hours patching schedule; testing or applying patches
  • Participate in on-call support rota
  • Any other work as required by the Resolution Team Leader.
  • To be able to maintain the broad skill sets required of the team. A Technical Specialist will be required to obtain and maintain sufficient skills to be deemed a Subject Matter Expert in one or more technologies.

    These are currently defined as :

  • Databases & Reporting
  • Finance Systems
  • Monitoring
  • Identity Management
  • Email Systems
  • Networking
  • Software Delivery
  • Citrix (Thin Client)
  • ITSM Service Now
  • Storage
  • Virtualisation
  • SharePoint
  • Endpoint Protection
  • ISG Values

    All our employees must be committed to acting in line with our core values. These are the guiding principles that determine our actions and behaviours at ISG :

  • Dream Smart We encourage new thinking and bold ideas backed by knowledge, sound decision and first rate implementation.
  • Speak Frankly We value clarity and honesty and we are open and straight forward in all our dealings. We never shy away from tough conversations.
  • Always Care We take pride in the quality of our work and demonstrate respect and care for the wellbeing and health & safety of our customers, our people, and our world.
  • Never Stop Learning We encourage and reward great ideas. We constantly strive to improve by seeking new knowledge and skills.
  • Benefits

  • Competitive salary
  • Car / Travel Allowance (Role dependent)
  • Competitive Family Friendly Policies
  • Private medical cover (Role dependent)
  • Pension matching scheme
  • Discount on selected retailers and gyms
  • Voluntary benefits such as; cycle to work, child care vouchers
  • Qualifications

  • Educated at A-Level or equivalent
  • Skills & Experiences

    Some, or all, of the below (one of which they will have advanced knowledge in) :

  • General VMware Virtual Centre knowledge and experience
  • General Citrix XenApp knowledge and experience
  • General Active Directory Domain Services knowledge and experience
  • General Office 365 administration knowledge and experience
  • General SCCM administration knowledge and experience
  • General SolarWinds administration knowledge and experience
  • General Exchange Online administration knowledge and experience
  • General SQL administration knowledge and experience
  • General SharePoint knowledge and experience
  • General Active Directory Federated Services knowledge and experience
  • General Evision / Dynamcis NAV knowledge and experience
  • Service-related focus with the ability to place yourself in the position of the customer to understand their concerns and issues
  • Must work to a high degree of accuracy with good attention to detail, resulting in consistent technical configuration and documentation
  • An analytical approach to problem solving
  • Excellent stakeholder identification and management
  • Ability to produce and critique technical documentation in a clear, logical and concise way- relevant to specific audience.
  • Ability to effectively communicate technical information and risks to non-technical users.
  • Ability to present ideas and information to both technical and non-technical audiences
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