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It Support Engineer (Lvl 2/3 )

Weir Minerals - Perth, WA

Source: uWorkin


Business Need / Purpose of Role

As an End User Services (EUS) Engineer, you will be a member of IT Service Management function and part of a diverse team, both in geography and experience. The Service Management function is responsible for service support in accordance with customer SLAs and delivering colleagues a delightful IT service experience.

As EUS Engineer you will provide operational day-to-day support for the build and run operations for end user services, including local deskside support, collaboration with internal customers, the wider IS&T teams, and third-party vendors to deliver service to the Weir business meeting or exceeding agreed service levels.

Objectives & Measurement
  • Delivery of defined end user services (EUS) to support the Weir business to agreed service levels and in collaboration with the wider IS&T functions, and vendors where applicable whilst maintaining a polite and courteous manner.
  • Strive to excel by meeting or exceeding the Service Level Objectives.
  • Job logging and recording all calls and related activity in Weir's IT Service Management tool, ServiceNow.
  • Provide installation, configuration, delivery, maintenance and monitoring of EUS hardware components and services, in accordance with defined roadmaps, strategies, policies and standards.
  • Liaise with internal stakeholders and vendors to manage maintenance planning and implementation (reactive and proactive) to minimize service disruption for EUS.
  • Deliver EUS infrastructure development / build activities (managed by Project Managers), including release and deployment management for new services.
  • Follow, create, and maintain operational and procedural documentation and escalation processes to ensure adherence to EUS SLAs and for continuous improvement.
  • Manage the technical resolution of assigned EUS problems, incidents, issues, and emergencies with third party vendors, and liaise with Service Managers to ensure stakeholders are kept informed of incident status.
  • Manage 4th level support escalations (to Original Equipment Manufacturer).
  • Ensure EUS problems and resolutions are documented for future reference.
  • Work as a member of the wider IS&T team while collaborating with business users to develop and deploy EUS features.
  • Work within tight timelines with awareness of impacts on the organisation.

Job knowledge / Other requirements

Essential Criteria:

  • Minimum 2 years working in a level 2 role.
  • Tertiary IT qualifications, industry certifications and/or relevant work experience in a Level 2 IT support environment within a medium to large organisation.
  • Experience in maintaining and remediating EUS services and seeking opportunities to improve EUS operations.
  • Experienced inworking as part of disperse teams across geographically and culturally diverse locations.
  • Considerable technical knowledge and experience in multiple aspects of EUS.
  • Technical experience across Windows 10, Microsoft 365, Microsoft SCCM/Intune, Active Directory and solid hardware knowledge across laptops, PCs, mobile devices, and other equipment.
  • Demonstrated experience in contributing to process improvement and efficiencies.
  • Technical credibility and independent judgment and decision-making experience on EUS matters.
  • Ability to overcome challenges in remote working such as overseas locations, cultural differences, split time-zones to ensure positive interactions.
  • Drive and enthusiasm.
  • Excellent communication and customer facing skills with the ability to discuss technical content in an everyday relatable way.
  • Detail orientated when managing IT incidents and requests capturing clear and concise details.
  • Analytical mind-set with personable disposition.
  • Strives for resolution on first contact.
  • Strong time management skills and an ability to prioritise and work without direct supervision.
  • Able to contribute to strategic debates, helping to identify and address future opportunities and challenges.

Desirable Criteria:

  • Experience in other relevant EUS technologies:
    • PC Image definition and build.
    • Application packaging and deployment.

  • Experience of working in Manufacturing, Mining, or major corporation with complex IT environments.
  • Experience of working in a complex highly federated organisation.
  • ITIL Foundations Certification.
  • Excellent communication skills - written and verbal.
  • Actively keeps abreast of technology, people and process considering how it may apply to End User Services.