ESSENTIAL SKILLS & EXPERIENCE

• Good verbal and written English language skills
• Experience in Technical application of ITIL Service Management Disciplines
• Experience of Microsoft technologies (OS and O365)
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including out of hours working
• Solid understanding of Incident, Problem, Change, configuration and Request Management processes and how they drive business processes.
• Ability to maintain clear and focused thinking under stressful/high pressure situations.
• Ability to translate technical information into business/layperson language.
• Ability to assess clear business impact to support incident management
• Strong verbal, written communication skills.
• Ability to drive managed third parties towards service restoration.
• Ability to make decisions based on business needs and explain the reasoning/judgement behind the decisions.
• Ability to instil confidence that the situation is being managed and will be resolved.

DESIRABLE SKILLS & EXPERIENCE

• ITIL Foundation
• Experience of Apple client technologies

ROLE PURPOSE

The Local IT Engineer will deliver support, installation and configuration of End User Computing (EUC) hardware, software, printers, telephony (fixed & mobile), warehouse peripherals, servers and network devices.
This role will assist in ensuring service levels are maintained and improvements are identified. The job holder will also assist in ensuring we have a detailed record of all local systems and may also assist in project activity including the deployment of new hardware, applications, upgrades, additional automation, and any other related change activity including IT infrastructure changes e.g. cabling, computer room management etc.
The role will co-ordinate and assist other RS staff and 3rd parties as required, assisting them on site and co-ordinating with them to identify and resolve issues and fulfil requests.
Act as on-site contact to coordinate the delivery of technology services with both internal and external service providers.

RESPONSIBILITIES

This role is focussed on supporting and delivery of technology services to the local Market (Italy).

• Support for all local EUC IT systems which are not supported by other 3rd parties
• Manage stakeholders and customer expectations regarding delivery of fixes and completion of requests
• Housekeeping of local IT e.g. CMDB asset management, software license management, local contract tracking and renewal, and maintain local stock of EUC hardware.
• Implement, setup and configure new EUC hardware and software
• Handle diverse range of tasks and priorities within a complex service delivery environment
• Ability to work with business partners and 3rd party partners to resolve issues and turn challenges into opportunities.
• Responsibility for and drive the continuous service improvement process for their business user
• Effectively react to short term issues to protect service quality and take ownership for decisions
• Support the rollout of new services to business partners and 3rd party partners, communicating changes impacting the organisation internally and externally
• Communicate complex issues in language applicable to the audience

SCOPE OF THE ROLE

The activities below will be key to this role:

• You will be the named point of local contact for technical enquiries
• You will provide support for all EUC IT systems via assigned incidents
• You will implement new EUC hardware and software via assigned requests
• You will pro-actively improve the quality and effectiveness of support for the site maintaining high availability
• Working with RS Service Managers and 3rd party Account Management teams to act as local contact for 3rd parties in a service management capacity and develop enduring customer relationships
• Following ITIL guidelines, resolving complex technical issues.
• Act as local contact and in the event of a major incident, organise relevant resources to ensure resolution.
• Provide operational knowledge of local solutions to support other departments
• Participate in the execution of Disaster Recovery exercises and own specific server tasks
• Possess a full understanding of local onsite IT systems including (but not limited to) warehouse and other local business systems, server, Telephony and network infrastructure
• Supporting project deployment and project transition support
• Execute change management tasks in line with defined processes
• Out of hours working and travel (both international and domestic) may be required from time to time.