Bell Integration

Build Engineer

Job Locations UK-Portsmouth, Hants,
Posted Date 1 month ago(5/23/2022 10:41 AM)
ID
2022-3255
# of Openings
2

Overview

To provide exceptional levels of support to Bell Integrations high performing Build Team and Tech Bars supporting Our key Public Sector client. This will enable contracted SLA’s, OLA’s and KPI’s to continue being met and exceeded. To provide hands-on support in the building of machines to support incidents, requests and project work, keeping stakeholders updated with accurate and timely updates within ServiceNow, supporting stock management and logistical activities to ensure contracted SLA’s and OLA’s are upheld, and assisting on project activity to ensure work is completed within agreed timeframes.

Responsibilities

Machine Builds

  • Follow processes to build the required number of laptops, desktops and tablets each day to support incidents, requests and project work
  • Ensure devices are built as requested within defined SLA’s so that the correct device is built with the expected build type, with correct applications and patches installed
  • Escalate to Build Operations Manager if issues arise that prevent build activities from completing
  • Liaise with Tech Bar engineers and/or build engineers across multiple sites and customer support teams where necessary to complete device builds
  • Ensure the agreed number of each machine type, and each machine builds are kept up-to-date and ‘on the network’

Logistics

  • Securely pack laptops, desktops and tablets and all associated peripherals to support incidents, requests and project activities
  • Accurately label packaged items that are to be delivered to users’ home addresses, or a customer site
  • Transport packaged items at the required times to the warehouse to ensure equipment is sent at the correct times

Stock Management

  • Complete accurate stock counts at the time required on a weekly basis by counting all kit as stated in process documents

Complete accurate audits of BAU kit when required to ensure the CMDB accurately reflects actual stock

ServiceNow Management

  • Updating ServiceNow tickets with accurate and thorough information at the required intervals as stipulated by agreed SLA and OLA measures.
  • Managing ServiceNow incidents and requests that are assigned to you so that correct priorities, statuses and assignment groups are selected and accurate
  • Resolving incidents and requests within agreed SLA’s

Updating CMDB entries in real-time ensuring stock items remain accurate

Qualifications

  • Understanding of IT support practices and understanding of working to defined Service Levels and Customer Satisfaction
  • Appropriate customer facing/user support experience
  • Experience with building physical and virtual machines
  • Demonstrable experience in the following technologies:
    • Windows 7, and 10
    • Supporting Office from 2010 and up
    • SharePoint – most/all aspects
  • Active Directory
  • Basic working knowledge of server infrastructure and networking preferred but not essential
  • Technical troubleshooting in diverse environments with a proactive approach to problem solving and service improvement
  • Ability to multitask, handle high workloads and high call volumes in a busy working environment
  • Ability to cross train and pick up different technologies as required
  • Ability to liaise effectively with users and other support team members
  • Experience working with ticketing systems such as ServiceNow preferred but not essential
  • Disciplined prioritisation, time management and scheduling abilities to complete tasks
  • Prepared to 'go the extra mile' in delivering service on time and to the highest standards with a professional/flexible approach to work
  • Articulate in both verbal and written communication (to both technical and non-technical audiences), including the ability to produce clear technical documentation

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