Proactive Engineer

Location: UK - Milton Keynes, UK - Hatfield, UK - Nottingham | Job-ID: 212794 | Contract type: Standard | Business Unit: Information Technology

Life on the team

We're looking for a UK-based Proactive Engineer to prevent and remediate end user experience issues through the End User Analytics Tools and other intelligence sources. Implementing tactical improvements through proactive incidents and problems as well as providing advice to the Digital Experience Manager (DEM) and other End User Experience stakeholders accordingly, always in the context of the end user, their experience of IT, and therefore productivity for the business. 
 

What you’ll do

• 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
  • 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
  • Use Comparative Analytics from EUEM CoE to drive improvements on the customer account
  • Seek root cause fix before automation, but always with a view to eradicate user issues via a process of avoid first or fix, and only then automate
  • Drive a culture of proactive end user experience through other engineering teams
• Innovation/Value-Add/Use Case / Cost Saving Opportunities
  • Use data to identify opportunities for additional customer value
  • Share opportunities with other Computacenter accounts via EUEM CoE for CC lessons learned / efficiency

What you’ll need 

• Technical background with experience working in a 2nd Line Support as a minimum
• Experience / knowledge of Nexthink
• Background in working with data
• Experience in working with either Power BI or Excel
• A can-do attitude
• A good team player
• Inquisitive mindset, someone not scared to speak up

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. 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.
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