Global Services Engineer (1st/2nd Line Analyst – 24hr shift pattern)

Incite Insight
London (Greater)
10 Oct 2018
08 Nov 2018
Contract Type
Full Time
Global Services Engineer (1st/2nd Line Analyst)

Our client is currently seeking a Global Service Engineer who has initiative, conceptual and applied intelligence. With a can-do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately lead improvements to the status quo.

Brief Description

The Global Service Engineer (GSE) will be a member of a Central 24x7 Remote Support team dedicated to a specific customer – this will require working different 12-hour and 8-hour shifts over each 5-week period, typically using the Pittman rota system. The GSE will be responsible to respond to services calls, manage Incident and Service Request tickets, escalate problem tickets, monitor the technical environment and perform regular checks to validate stability of systems. The goal is to ensure stable service is provided to end users and ensure adherence to the contractual Service Level Agreement (SLAs). The position will be based in Murray Hill, NJ or London, U.K. and reports to the Regional Services Manager.

Role and Responsibilities

* Carry out the functions of the Tier 1 Service Desk with adherence to ITIL 2011 based processes and within the timeframes associated with the SLA agreement.

* System Monitoring - Monitoring of global technology environment; taking action when alerts are received.

* Preventative maintenance – perform regularly scheduled tasks including health checks, service validation and reporting.

* Manage ticket routing to the appropriate 3rd party support teams.

* Execute break/fix instructions for provided technologies.

* Gather and analyse log information associated with the incident for escalation to other tiers.

* Coordinate service request with on-site resources.

* Remotely execute system changes to fulfil service requests.

* Manage service request ticket lifecycle.

* Front end service request management.

* Coordinate service request with on-site resources.

* Remotely execute system changes to fulfil service requests.

* Manage service request ticket lifecycle.

* Front-end change management process.

* Coordinate change tickets and manage change control documentation with customer change control board and assigned change managers.

* Manage lifecycle of change ticket.

* Ticket lifecycle support (incidents, changes and service requests) includes:

* Opening, tracking, and closing incident tickets.

* Providing timely customer facing ticket updates, depending on the severity/priority of the ticket, to meet SLAs. Call key stakeholders if necessary.

* Swivel chair ticket entry in ITSM system (Remedy) where advanced technical support is needed.

* Create tickets for all issues, incidents and requests received via phone call, email and chat.

* Classify incident and request severity and priority and manage tickets in accordance with Operating Level Agreements (OLAs).

* Maintain Run Book documentation – update workflows and procedures on a regular basis to keep documentation current

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