This role is permanently based in our London office (Tuesday-Thursdays in office, Monday or Friday only expected if necessary).

SThree are pleased to announce we're recruiting for a talented Service Delivery Engineer to join our excellent team.

The Service Delivery Engineer provides 1st and 2nd line Support for all services, user provisioning, hardware break fix, monitoring and resolution of any issues affecting IT services and infrastructure providing clear and concise advice and guidance to all stakeholders whilst maintaining a professional standard. This role will have a requirement to provide onsite technical support based from our London office, however travel to other UK offices may be required.

About us

SThree is the global STEM-specialist talent partner that connects sought-after specialists in life sciences, technology, engineering and mathematics with innovative organisations across the world. We are the number one destination for talent in the best STEM markets

What are the day-to-day tasks?

• Providing 1st and 2nd line support for all IT products and services.
• Proactively taking ownership of Technology Support issues as they relate to specific sites as defined by the Service Delivery Manager.
• Answer inbound calls, live chat, and self-service requests; document, prioritise, assign, track and respond to incidents and requests in a timely manner.
• Be responsible for end-to-end ownership of incidents throughout their lifecycle.
• Ownership of Desktop equipment (Laptops and peripherals), Video Conferencing, Audio Visual and Telephony issues in regional sites either through active engagement with third party vendors or by travelling when required.
• Escalating problems to internal and external 3rd level support (other Group Technology resources and 3rd party suppliers) as appropriate and acting as a resource to implement solutions under 3rd level support direction.
• Providing liaison between the regional customers and Group Technology, with the twin aims of ensuring that Group Technology understands the customers' needs and concerns
• Identify opportunities to improve the knowledge within the Service Delivery Team to increase the rate of first contact resolution and self-support materials available to end users.
• Ownership of asset management process in region (complying with group wide approach).
• Role may involve work outside of core hours including when travelling to other UK Offices.
• Working in collaboration with regional service delivery colleagues to identify trends/ patterns in problem management and to work collaboratively to resolve these.
• Follow documented procedures to manage secure access to IT systems for starters, leavers, and any internal staffing changes.
• Efficiently and effectively investigate, diagnose, progress and action all operational events, alerts, and incidents to the agreed target
• Maintain operation logs on all events, warnings and alerts, as well as recording and classifying all messages.
• Ensure that all routine housekeeping tasks are completed
• Liaise with 3rd party suppliers for escalation of production issues ensuring that they meet the terms and conditions of their defined service levels.
• Involvement in office setup, refurbishment and retirement of legacy technology.
• Responsible for local office delivery projects as directed by the Service Delivery Manager.

What skills and knowledge are we looking for?

• Demonstrate very good expertise in the following technologies, including current server and desktop operating systems, wide-area and local-area networking, the Internet and telephony and video conferencing communications i.e. Microsoft Teams/ O365.
• Mobile and Laptop device management including Intune.
• Cisco routers and switches would be an advantage although not critical.
• Experience with Microsoft Power Platform would be an advantage although not critical.
• Proven experience in a corporate technology environment.

Qualifications

• Degree qualified in a Technology/Technology discipline (preferred)

Benefits for our U.K. teams include:

• The choice to work flexibly from home and the office, in line with our hybrid working principles
• Bonus linked to company and personal performance
• Generous 28 days holiday allowance, plus public holidays
• Annual leave purchase scheme
• Five days paid Caregiver/Dependant leave per annum
• Five paid days off per year for volunteering `
• Private health care, discounted dental insurance and health care cash back scheme
• Opportunity to participate in the company share scheme
• Access to a range of retail discounts and saving

What we stand for...

We're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable, and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected. If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.

What we stand for..

We create community and deliver change that transforms the future for everyone. With this in mind, we're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected.

If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.