Job Detail

JD IT OPERATION TECHNICIAN

The Global Information Technology (IT) Service Management Team are part of Sophoss Information Technology Organisation responsible for the procurement, delivery, management and support of all Sophoss Internal IT infrastructure and needs.

Working as part of the IT Organisation, the Service Management Team are responsible for the support of all Sophoss internal Customers 24 hours a day, 7 days a week. The Service Desk (SD) is geographically dispersed across all of Sophoss key sites and based on a traditional IT Service Management model of Level 1, 2 and 3 IT Support Specialists.

Job Purpose

IT Support Specialist Level 1 (L1) works as part of the Global Service Management Team and is responsible for providing IT Customers with effective support and assistance across all aspects of the businesses IT needs. Additionally they will provide support to IT Support Specialists L2 and L3 Team Members

The position is responsible for supporting and maintaining the organisations environment, currently Microsoft Server and Desktop operating systems and the Microsoft Exchange environment, plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.
Our goal is provide high-quality support in adherence to agreed service levels and in accordance with the policies and procedures.

Duties & Responsibilities

Working as part of the Global Service Management Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes.

Working with Customers, colleagues and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas your key responsibilities will include:

Incident and Service Request Management
Proactively manage the inbound requests for support (Incidents) and service (Service Requests) including those received through voice calls / Service Management System / email and chat requests.

Managing through to resolution, Incident and Service Request Tickets in accordance with the Sophos Incident Management Policy and Process. This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.

Be an effective interface between Customers, Internal Support Teams and 3rd Service Providers.

Wherever possible ensure that standard solutions are used to resolve open Incidents and Service Requests. Where these do not exist ensure that the next level of support are aware of the any gaps identified.

Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards.

Communication
Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests. Provide effective and timely Communications to the Business during widespread business impacts

Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.

Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems

Works to ensure that Sophoss high security standards are proactively maintained by ensuring that incoming Customer requests are properly and appropriately validated. Additionally all agreed Security standards and Processes are adhered to.

Managing workload
It is expected that L1 Specialists manage your day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs) and with appropriate supervision from L2, L3 Support Specialists and overview from the Team Leaders or Regional Service Managers.

Conditions

Where this role is part of the Global Service Desk, you will be required to work in a rotating shift pattern to ensure 24 x 7 coverage of the Sophos business.
Required some out of work hours when necessary
Required to participate in an on call support rotation

Organisational Responsibility

Reports to Team Leader, Shift Leader of Regional Service Manager depending on location.
Works co-operatively and collaboratively with other members of the Service Management Team, IT Functions and Suppliers as required.
Ensure that agreed actions from 1 to 1s and appraisals are completed within the timeframes established

Experience & Skills:
Experience working in an L1 role (Minimum of 2 years)
Previous experience of providing IT support in a fast paced, dynamic corporate environment.
Active Directory - creating and managing users accounts, creating and managing distribution/security groups.
Windows - 7,8 & 10
Basic Networking - assigning VLANs
Hardware Laptops, Desktops, Printers, Mobile Phones, peripherals.
Remote Desktop & remote troubleshooting tools.
Skype for Business.
VOIP/ Telephony.
Microsoft Products.
Sophos Products

Qualifications:
Relevant Bachelors/Diploma degree or equivalent education and experience from reputed college / university.