Contract Support Engineer

  • Job Reference: 00006278-1
  • Date Posted: 8 May 2020
  • Recruiter: CV-Library
  • Location: North London, London
  • Salary: £250 to £350 Per Day
  • Sector: I.T. & Communications, Covid-19
  • Job Type: Contract

Job Description

Contract Support Engineer

Oho are working with a leading technology company who are putting the world retailers online using the cloud, robotics, AI and IOT. Their business model has only been bolstered by the recent coronavirus pandemic and as a result are looking for a Support Engineer to join their team.

Your role will be to provide 24/7 support and assistance for their ever-growing internal and external customer base. You are the entry focal point for all customer contact. This is a fast-paced, shift based role in their Service Assurance Operations Centre.

This role will be based just North of London in Hertfordshire, an 18 minute train journey from London King’s Cross.

What will you be doing:

Provide outstanding Customer Service.
Provide support for a diverse and ever-evolving customer base consuming Ocado Services performing a variety of roles incorporating:
Customer contact management using Phone/Email and ITSM tooling.
Incident Triage and Prioritisation.
Incident Resolution.
Event Management.
Customer Liaison and Communication.
First time Fix based upon knowledge and technical ability.
Change Management and deployment.
Support Linux, Unix and MS Domain-based systems.

Create relevant knowledge articles to support the Service Assurance process.
Planning and effective delivery of project/continuous improvement initiatives
Drive incident recording quality via retrospectives and reviews.
Recommend and suggest tooling improvements.
This is an initial 3 month contract working shifts between 7am and 7pm Monday - Friday 

What they are looking for:

Demonstrable knowledge of Jira Service Desk and Confluence or equivalent ITSM tooling.
Analyse and troubleshoot in large-scale distributed systems.
Understand, explain and enhance internal tooling processes.
Ability to learn, understand and explain business processes.
Ability to manage expectations, deal with complex customer concerns and improve customer service.
Demonstrable knowledge of application support at an Enterprise level.
Strong verbal and written communication, robust interaction with stakeholders and other members of the team.
Experience in Change, Major Incident and Problem Management gained in an ITIL-based organisation.
Accountability and ownership, prioritising own workload.
Demonstrate a proactive approach and get things done.
Ability to work under pressure, flexible, positive and focused during times of change.
Please apply ASAP, as we are currently scheduling interviews for this position