Bell Integration

  • Senior Service Desk Engineer - O365/ Exchange/ Domino

    Job Locations UK-Portsmouth
    Posted Date 3 weeks ago(11/23/2018 12:21 PM)
    ID
    2018-2200
    # of Openings
    4
  • Overview

    Bell Integration is a technology services provider; supporting its customers through the complex lifecycle of their assets from acquisition through to retirement, including supply of all the resources required to consult, support and project manage throughout the journey.

     

    Responsible for: Supporting our external customers with their Microsoft solutions, Exchange, Outlook mail clients and O365 (Notes/Domino environments.)

     

    • To provide technical support services to achieve customer expectations as required and striving to expand technical skillsets.
    • To maintain customer tickets and ensure calls are meeting the required SLAs, for analyst pickup time and resolution time. Reports will be run monthly which are supplied to customers, there will be input required from the analyst if these calls have breached and the reasons behind the breach.
    • To deliver high quality engineering support, advising customers on best practise and solutions to issues raised.
    • Assist junior analysts within Bell on a day to day basis, to advise on areas they can improve or materials that will help resolve customer issues and help in getting more knowledge and experience.
    • To track all time for customer tickets or defined projects in the correct manner and to achieve a minimum of 85% of time tracked in the appropriate tools provided by Bell.

    Responsibilities

    • Responsible for actioning tickets from the Bell Service Desk
    • Participate in the rotational shift pattern
    • Responsible for assisting and advising the Service Desk members on technical issues and knowledge transfer.
    • Identify specific nature of infrastructure difficulties and provide specific and effective solutions to incidents raised. Provide where possible problem analysis, describing the issue in detail and possible outcomes.
    • Ability to visualise a problem or situation and think abstractly to solve it
    • Assure regular and timely response based on customer’s SLAs to email and telephone assistance requests.
    • Demonstrate ability to identify and respond to situations that require a high sense of urgency.
    • Ability to recognize when escalation of issues is required and escalate in a timely fashion.
    • Use monitoring tools provided to ensure up-time, monitor system health and troubleshoot issues.
    • Build partnerships with users by regularly demonstrating expertise and professionalism.
    • Keep users informed of problem resolution timeline and action plans.
    • Independently assess and effectively respond to users' requests.
    • Follow through on commitments made to users.

    Career Framework Role –Support Engineer (S3)

     

    Role Family – Service Support (Enterprise Applications/Domino)

     

    Bell Overview –

    • First Contact of support for end users. Deals with incident from the service desk and brings them to the point of resolution through routine process
    • Receives and handles requests for support following agreed procedures
    • Responds to requests for support by providing information to enable incident resolution or promptly allocates unresolved calls
    • If required, escalates the incident/problem to 3rd line support or customer resolver group
    • Maintains records and advises relevant persons of actions taken
    • Provides technical expertise to enable the correct application of operational procedures
    • Contributes to planning and implementation of maintenance and installation work
    • Identifies operational problems and contributes to their resolution, providing reports and proposals for improvement to specialists, users and managers
    • Ensures that incidents and requests are handled according to agreed procedures
    • Creates and maintains support documentation.

    Qualifications

    EXPERIENCE:

    1. Educated to degree level or equivalent work experience level
    2. Certified for IBM Domino at associate level on the latest version where possible is desirable
    3. Excellent communication skills both verbal and written
    4. Must have experience working in a technical support role
    5. Must have a minimum of 2 years supporting Microsoft technologies, Exchange, Outlook mail clients, O365 and associated applications. Domino/Lotus Notes experience (minimum of 8.x and above) is desirable – training will be provided

    KNOWLEDGE:

    1. Office 365: Administration of user accounts and mailboxes.
    2. Active Directory: Expert in administration of AD user accounts, computers and group membership.
    3. Operating Systems: Advanced experience and knowledge of Windows 8.1/10 and Mac OS.
    4. Strong experience of troubleshooting Office 2013/2016 products.
    5. Some exposure to IBM Notes/Domino (client and server) is desirable
    6. Hands-on experience configuring and troubleshooting customer requirements and support issues
    7. Basic understanding of networks and intermediary skills in Windows OS (client/server).
    8. Service awareness, preferably IT Infrastructure library (ITIL) certification
    9. Experience with and knowledge of messaging platforms

    SKILLS:

    1. Must have strong structured and analytical problem solving skills.
    2. Ability to multi task, handle high workloads and high call volumes in a busy working environment
    3. Proactive approach to problem solving and service improvement
    4. Ability to cross train and pick up different technologies as required
    5. Ability to liaise effectively with clients and other support teams

    BEHAVIOURS:

    • Our values say what is important to us. They are part of our culture and underpin and shape the way we behave and act with each other and with customers and suppliers
    • Our values are a part of where we have come from, where we are and where we want to be
    • Bell will uphold our values and we expect everyone to act according to our values.

     Connected:

    • Everyone understands Bell’s vision and goals and is willing to help one another in attaining our aims

    Respect:

    • Consideration and appreciation of every individual’s worth, contribution, feelings and opinions

    Loyalty:

    • Mutual commitment and showing faith in each other and Bell

    Trust:

    • Confidence and belief in each other’s abilities and reliance on Bell to do the right thing

    Open Communication:

    • Open, clear and frequent communication up, down and across the company, and with customers and partners

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