The position is to provide 2nd line IT support to Poole Bakery on a daily basis.
Receive escalated incidents from the Service Desk and prioritise workload to ensure all incidents are resolved within SLA.
Work within a team of 2nd Line IT Engineers to ensure Group wide incident resolution SLAs are met.
Support the wider IT Operations team in Problem Management by performing root cause analysis tasks as directed by the Head of IT Operations.
Work with the Systems Administration team to resolve core infrastructure issues resulting in on site system inefficiencies or service interruptions.
Support the Innovations and Projects team by providing time and expertise to support the delivery of projects on budget, on time and to the right quality.
Communicate updates and pertinent information to the Customer group as required.
Form part of the Out of Hours team taking turns on a shift based process to cover the out of hours as defined in the Service Catalogue.
In-depth understanding of the Groups’ technological landscape enabling the provision of a customer focused IT support service.
Detailed working knowledge of Microsoft Client/Server networking, VPNs, WANs and application software is essential.
A working knowledge of the Infor M3 ERP is highly desirable.
Broad experience of acting as a Point of Contact for all service related questions.
Experience of understanding and interpreting process flow maps to identify service improvement opportunities.
Demonstrate opening questioning, faulting finding, critical thinking and problem solving skills.
Experience of working within a decentralised organisation and central IT function.
Able to work effectively in a matrix team environment.
Excellent verbal and written communication skills.
Experience of engaging with multiple stakeholders and prioritise activity accordingly.
Demonstrable experience of ownership of key customer issues / problems and the ability to follow up the status of escalations on behalf of the IT Manager and the Customers.
Communicate progress in a timely manner.