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Proactive Technical Engineer

Location: UK - Milton Keynes (old) | Job-ID: 59421 | Contract type: Standard | Business Unit: IT Service Delivery/Managed Services

 

Proactive Technical Engineer

 

A Proactive Technical Engineer looks to prevent and remediate end user experience issues, making effective use of End User Analytics Tools and other intelligence sources.  Implementing tactical improvements through proactive incidents and problems will be a frequent occurrence, as well as providing advice to the Digital Experience Manager and other End User Experience stakeholders accordingly. All of this is always in the context of the end user, positively impacting their experience of IT, and therefore productivity for the business. 

The Proactive Technical Engineer exists to add value through -


Driving Efficiency

 

  • Identify opportunities for Automations & Remote Actions based on the customer environment
  • Liaise with central EUA CoE to implement and test Automations & Remote actions which may be relevant for implementation on their customer
  • Improve Key Metrics – Mean Time to Repair (MTTR), Incident Volumes (-) , Incidents Avoided (+)
  • Work in conjunction with projects teams to drive better, data driven outcomes and adoption through specific dashboards and insight
  • Use analytics to drive quicker and more accurate RCA and resolution
  • Train and Coach other service providing teams in the art of proactivity and the EUA tools.


End User Experience

 

  • Proactive incident resolution – Fully automated fixes (self-heal) & User enabled fixes (through self-help)
  • Carry out proactive investigations based on real time ticket data and service desk feedback
  • Work in a Fix-forward and automation culture focused on the user experience, above the SLA
  • Monitor Performance dashboards and use data to investigate causes of experience degradation in near real-time


Quality

 

  • Proactive Problem – work with problem management to make best use of EUA data for Root Cause Analysis and Incident Prevention
  • Assess performance-risking changes for impact on the EUEM baselines and advise change implementors accordingly
  • Use Comparative Analytics from EUEM CoE to drive improvements on the customer account


Skills Required

 

  • A minimum of 3 years’ experience in Infrastructure Service Support at a 2nd Line level.
  • A demonstratable understanding of core infrastructure technologies and associated tools (Wintel, VMWare, Citrix, Messaging, Networks etc)
  • Some experience in the writing of technical documentation (high level designs, knowledge articles, supporting guides etc)
  • Excellent written and verbal communication skills. 
  • Ability to work under pressure to tight deadlines and deliver high quality material in a right first-time way
  • Proven experience of ITIL Service Management processes  
  • Strong interpersonal skills & able to develop and maintain effective and credible relationships with business leaders and supplier management
  • Proven ability of proactively engaging and managing a broad range of stakeholders. Understands the divergences in attitudes and cultures of a range of stakeholders and finds a balance between building rapport and delivering against goals
  • Ability to deliver professional yet difficult messages at all levels in an appropriate and professional way

 

Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.

 

However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.

 

That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.

 

We are still looking forward to getting to know you!

 

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

 

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

 

Interested in joining a company with a strong sense of community?

 

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether

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