Job Title : IT Technical Specialist
Location / Division : IT
Leadership Level : Leads Self
Reports To : IT Technical Support Manager
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.
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.
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
Citrix (Thin Client)
ITSM Service Now
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.
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
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