Production Engineer

WHAT THE ROLE IS FOR

Our client is looking for a Production Engineer to join their expanding team in Bracknell, Berkshire. They will have a diverse range of responsibilities from building and maintaining hardware through to providing internal IT support.

WHAT SUCCESS LOOKS LIKE

The key deliverables, critical for effective performance e.g. customer satisfaction, and a brief description of why it is important

• Technical understanding: good understanding of the technologies deployed by the Company, as well as a wider understanding of changes and developments in technology will be needed to fully support and maintain Company systems.

• Effective troubleshooting and escalation: the role exists to resolve internal IT support issues and to deploy upgrades etc. to the Company systems. These must be delivered effectively, or escalated to the appropriate technical teams where the jobholder has exhausted appropriate checks and diagnostics.

• Timely and efficient resolution of queries: The ticket queue must be minimised, ensuring issues are resolved in a timely and efficient manner. Technical issues will hamper or even stop colleagues from performing their duties and in turn hamper the business in pursuit of its goals. As such, the role can support the business through efficient resolution of queries.

KEY RESPONSIBILITIES

3-5 major areas of responsibility with a brief description of the expected activities

Internal Service Desk

• Provide first line support to internal users for all enquiries into the IT service desk.

• Diagnose, troubleshoot and test solutions for all issues and where necessary escalate to relevant other technical teams.

• Provide desktop PC, laptop and other IT equipment support to all users.

• Build and maintain servers and workstations for internal and external use.

• Participate in new starter inductions and training users on new applications / setups as necessary.

• Manage network infrastructure at the headquarters, including:

  • Domain maintenance;

  • Mail servers;

  • Messaging gateways;

  • Anti-virus servers;

  • File servers;

  • RSA Servers.

Server and Customer Equipment Production

• Ensure hardware produced by both Redwood and third-parties is working effectively and efficiently.

• Follow all Group policies and procedures in the production, logging, posting and/or deploying of hardware.

• Personally deploy hardware on sites when required.

• Establish relationships with external strategic partners when necessary.

Customer Service and Communication

• Deliver high standards of customer service, regularly updating users on progress as necessary.

• Establish and maintain good relationships with managers and users around the business.

• Ensure that internal customer SLAs are met and measured.

• Provide detailed and accurate update/progress reports to management as required.

• Maintain up to date and accurate updates in the chosen ticketing system.

Projects / Upgrades

• Engage with a variety of projects, ensuring delivery to the highest standards within given timeframes.

• Liaise with other departments and also external suppliers to organise projects and deliver results.

PERSON PROFILE

Expected (E) or desirable (D) knowledge, education, experience and skills

Education & Qualifications: Specialised/Technical

Bachelor s Degree in STEM subject, or substantial alternative experience

E

Industry certifications e.g. Linux, Microsoft, Cisco

D

Experience:

Familiarity of the technologies listed below would be expected as a minimum.

• Windows Server

• MS Office

• MS Exchange

• Active Directory

• SQL and other Database technologies

E

Experience working in a technical support role

D

Experience in IP networking/telecoms, or knowledge of these subject areas

D

Experience of using a ticketing system

D

Experience in a customer facing role

D

Skills / Aptitude:

Good organisation

E

Trouble shooting and problem solving skills

E

Good communication, oral and written. Able to explain technical issues to non-technical colleagues when required

E

Accurate with attention to detail

E

Strong IT skills

E

OTHER

Other information helpful for understanding the nature, scope and purpose of the job e.g. seasonal peaks or requirements to travel

Customer-facing equipment can need to be provisioned at short notice and so the jobholder will need to remain flexible to deal with these types of requests.

Travel to data centres or customer sites can occasionally be required. The Jobholder will need to maintain an appropriate driving licence to meet these demands.