Address
Form of work
SalaryService Delivery Engineer (2nd Line Support)
Luton, Bedfordshire
About us
Bristol Laboratories Ltd is one of the leading and fastest growing pharmaceutical companies in the United Kingdom engaged in the development, manufacturing, marketing and distribution of generic medicines, as well as formulation brands. We have state-of-the art manufacturing facilities in Luton & Peterlee.
As a result of continued growth and expansion, we have an excellent opportunity to appoint Service Delivery Engineer (2nd Line Support) based at Luton.
About the job
Key Responsibilities:
- Ensure timely and effective communication and escalation process to raise quality issues to the appropriate levels of management.
- To provide local service desk / administrator functions to resolve level 1 and where possible level 2 service calls, ensure closure and keep the customer abreast of progress throughout.
- Where necessary escalate to the appropriate authority, ensure closure, and keep the customer abreast of progress throughout.
- Adherence to the defined processes and procedures to setup new customers (Or removal of existing customers) ensuring all requirements are met including any security considerations and defined service level agreements (SLA).
- Good understanding of Office 365, Cloud Based Exchange, Microsoft Azure cloud platform, Microsoft OS, SharePoint and IOS to ensure support to customers as per SLA.
- Meet all SLA targets, taking proactive action where improvements can be made.
- Good understanding of windows network services including active directory user and computer management and GPO management to provide support customers as per SLA.
- Maintain Process and Procedure Documentation.
- Adherence and compliance to the tasks assigned by the management from time to time.
About you:
Requirements
- University Degree or equivalent, Prince 2 or ITIL preferred but not essential.
- MCSA, MCSE, CCNA, ITIL v3 Foundation (desirable)
- Relevant analytical IT experience.
- Ability to excel in a dynamic, fast-paced work environment.
- Excellent verbal/written communication and interpersonal skills.
