IT Site Engineer

We are looking for an IT Site Engineer to join our busy IT Field Team that currently supports around 100 sites across the UK. Based in Luton, you will provide 2nd line user support as well as significant involvement supporting projects. In this role, you will champion an excellent customer experience in line with Arriva's values while regularly travelling to customer sites. You will provide technical solutions and act as a support point for end users via the Service Desk and other IT Corporate services teams, managing a wide range of issues while working within strict SLA requirements.

Using Avanti, the organisation's ITSM tool, you will manage support tickets and ensure that regular updates are provided. The role includes participation in a 24/7/365 on-call rota, along with regular team meetings and one-to-one performance discussions.

Direct responsibilities:

• You will manage incidents assigned to you and pick up unassigned tickets.
• You will provide a good first-time fix rate.
• You will provide troubleshooting and resolution to hardware problems Laptops/Desktops/Printers/Network equipment.
• You will provide troubleshooting and resolution to software problems.
• You will provide support for network infrastructure (Wired, Wireless and cabling).
• You will assist with the creation and development of standards and procedures.
• You will contribute to the creation of support documentation and knowledge articles.
• You will perform security administration tasks and maintain relevant records and documentation.
• You will lead by example providing excellent customer service, representing IT Services.
• You will have an excellent work ethic and develop great working relationships with the end user in line with the Arriva values.
• You will develop great working relationships with your team and the wider T&S., * Site Engineering Lead
• Technical Teams within IT Corporate Services
• Project Managers within IT Corporate Services
• Arriva Operating Companies including ATC
• The IT Service Desk team
• Third Party Suppliers

This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.

Do you have experience in Windows?, * Previous field support or 1st Line/2nd line support experience (Essential)

• Windows Desktop Operating Systems (Essential)
• DCS experience (Desirable)
• Active Directory/Azure (Essential)
• Knowledge of Office O365 platform and basic understanding of cloud technology (Desirable)
• Managing PC, Mobile Technology and Laptops Setup and Deployment (Essential)
• Microsoft Office (Essential)
• Basic Networking and Routing- LAN/WAN/Wi-Fi/TCPIP (Essential)
• Excellent communication & interpersonal skills (Essential)
• Strong customer service and troubleshooting skills (Essential)
• Knowledge of ITSM tools, e.g. Ivanti (Desirable), * ITIL Foundation certified (Essential)
• CompTIA A+, Network + or equivalent technical qualifications
• Microsoft Fundamental qualifications, Azure, O365 or Cyber Security.

Success criteria and indicators:

• Proven ability to provide high levels of customer satisfaction across a multi-site environment.
• Work to SLA's.
• Enhance the Field Team image across the business.
• Reduce the number of incidences through being proactive.
• Self-motivated, resilient, and proficient, able to work unaided or as part of a team.

Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe. The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably.