Technical Operations Engineer

We are looking for a talented and experienced Technical Operations Engineer to join our team working full time in our Newcastle office. The successful candidate will join a team of Engineers responsible for End user equipment configuration and deployment as well as Server and Network infrastructure monitoring to maintain maximum availability.  The role requires excellent communication skills to minimise user downtime through direct support and handling incoming calls on a major incident phone line. There is a strong focus on the provision of IT support services to the business and its customers, specifically in the areas of incident management and service request provision.

Key Responsibilities:

• Participate in a 24/7 shift rota. Working 4 on 4 off, 12 hour shifts. 
• Build, support and administration of Chromebook,  PC and Laptop hardware across the business.
• Build, support and administration of Mobile devices across the business.
• Provide second-line support to users of G4S supported applications.
• Provide second-line support to users of 3rd party supported applications .
• Administration of an escalation phone line for critical incidents.
• Management of critical incidents from 1st report through to resolution.
• Perform general application systems administration for G4S supported applications.
• Perform daily monitoring tasks to maintain system uptime.
• Liaise with users to understand, document and manage their requirements and issues to resolution.
• Work with the IT Development Team to test new IT solutions.
• Provide technical IT support and guidance to the Projects Team.
• Provide data extracts to the business to support sales and tender documentation.
• Manage IT DR and BCP processes.
• Manage and host internal IT Forums.
• Identify new and appropriate technologies to support G4S.
• Able to learn new skills quickly and effectively through personal learning and development and in house business training.
• Assist with Field support duties if/when required.

Essential skills and knowledge:

• Hold a recognised IT certificate or have relevant experience working within a support environment.
• Good communication and planning skills
• Laptop, Desktop troubleshooting and repair experience.
• Experience supporting ChromeOS and Windows Operating Systems.
• Able to support Microsoft Office
• Experience of Antivirus packages
• Experience of troubleshooting Mobile Operating Systems (Android, IOS)
• Experience Troubleshooting Network printers and print servers.
• Experience with Remote access tools (using RDP, Remote assistance or other 3rd Party tools) to help remote users.

Desirable skills and knowledge:

• Hold a full UK Driving Licence.
• An understanding of Google Workspace applications.
• Mobile Device Manager experience.
• Knowledge of Powershell, VBscript and/or batch file scripting.
• Understanding of Monitoring and Alerting systems.
• Knowledge and understanding of ITIL best practices.
• General understanding of Cloud hosted environments and technologies.
• General understanding of TCP/IP Networks.
• Experience troubleshooting and maintaining Server operating systems.
• An understanding of Active Directory Services.
• An understanding of NTFS permissions.

Please note, this role requires SC clearance which means you must have lived in the UK consecutively for the last 5 years.