Support Engineer

Are you ready to take your IT career to the next level? My client is seeking a skilled and dedicated 24×7 Engineer to join their new 24×7 operations team based in Stoke on Trent. This is a fantastic opportunity to play a crucial role in maintaining and enhancing IT infrastructure, ensuring optimal performance and reliability.

Role Responsibilities:

• Incident Management: Resolve complex incidents efficiently to maintain high service levels.
• Patch Management: Regularly test and patch systems to ensure security and functionality.
• Monitoring and Troubleshooting: Monitor system performance and troubleshoot issues across various technologies.
• Documentation: Accurately document actions, system changes, updates, and testing activities.
• Communication: Maintain effective communication with team members and manage incident communications.
• Test Management: Follow detailed test plans, conduct thorough testing, and report findings.
• Continuous Improvement: Contribute to the continuous improvement of processes and services.

Working Hours:

• Initially standard day hours, transitioning to a 12-hour shift pattern (4 days on, 4 days off) including nights and weekends.

• Minimum of 3 years’ experience in IT Support, covering 2nd and some 3rd line duties.
• ITIL V3/4 Foundation or above.
• Relevant IT qualifications (BTEC, A Levels, HND/HNC, Degree) and certifications.
• Ability to work autonomously and as part of a team.
• Excellent communication skills to convey technical issues to non-technical users.
• Commitment to continual development of technical skills.
• Experience in managed service environments and awareness of ITIL best practices.
• Experience in build, test, and implementation of systems, along with 3rd line operational support.
• Effective communication skills with internal and external stakeholders.
• Willingness to work flexibly in response to changing organisational requirements.

Security Clearance:

• UK Security Check (SC) clearance is required. Candidates must possess or be eligible to obtain SC clearance, with the potential for UK Developed Vetting (DV) clearance.