Operations Engineer | User Support  

Reporting to the Head of Service Delivery, the Operations Team manages the 24/7 operations of the Client and its customers.

The key functions of the role are to support one of our key client's users, monitor system-generated alerts, typically generated from both servers and routers, respond quickly to alerts and users ensuring all SLA’s and KPI’s are met. The Operations team is focussed on out of hours user support, remotely monitoring, managing and securing customer IT infrastructure, networks, applications, and services.

The user support will be mainly the first line till/POS support and desktop support.

Utilizing a variety of remote toolsets, the engineer will also investigate automatic alert-based tickets around infrastructure technology, networks, and Enterprise Applications. There is scope to develop skills around the areas of telephony and cloud-based services as well as a variety of other applications and infrastructure types.

Key responsibilities are as follows:

• Provide help and advice to customers using NAK's products and services;
• Communicate courteously at all times with customers and internal staff by telephone and email.
• Investigate and solve customers' problems, which may be complex or long-standing problems that may have been escalated already
• Perform regular checks on customer infrastructure and provide reports
• Triage and investigate all system-generated alerts within SLA’s and KPI’s
• Keep accurate records of discussions or correspondence with customers in the ITSM toolset;
• Produce written information for customers.

• Candidate must possess at least a Bachelor's/ College Degree
• 3-5 years of experience in the IT industry
• Experience of supporting end-users (desktop support)
• Experience of monitoring toolsets and alerts generated (e.g. SolarWinds & SCOM)
• 1st and 2nd line troubleshooting of Windows operating systems
• 1st and 2nd line troubleshooting of windows core applications, predominantly Skype for Business
• 1st and 2nd line troubleshooting of networking devices
• Understanding of VOIP
• Highly self-motivated
• Time management, attention to detail, expectation
• Ability to approach problem-solving in a clear and concise manner
• Must have excellent verbal and written communication skills in English.
• Ability to work under pressure and to tight deadlines
• At least 2 years’ experience working in a Service Desk type environment
• Basic understanding of IT principles including change management
• Experience of using a ticket-based IT Service Management toolset
• Managed Service Provider experience or any experience of supporting retail companies is beneficial