IT Support Technician (Service Desk Analyst)

Role: IT SUPPORT ENGINEER (ENGINEERING)

Dept: MARITIME DIGITAL DELIVERY SERVICE, NAVY DIGITAL

Project: NAVY DIGITAL HOSTING (DEPLOYED) DELIVERY TEAM

Overview

The goal of the Navy Digital Hosting (Deployed) [NDH(D)] service is to introduce a new, modern, flexible and scalable Navy Hosting IaaS (Infrastructure as a Service). NDH(D) will help to address obsolescence by re-platforming and uplifting the current landscape to a new, modern and consolidated service offering. The environment will provide a common set of services to the teams delivering data and digital solutions on behalf of the Royal Navy, enabling the teams to focus upon their solutions and the Royal Navy to benefit from economies of scale.

We are looking for a junior support engineer to enhance the delivery team's support for the initial deployment of the capability and assure its enduring support once delivered. This role will predominately be based onsite in Portsmouth at either HMNB Portsmouth or Portsdown Technology Park, therefore the incumbent must have a valid UK driving licence and the means to travel between to the two locations. Remote working may be available as the workload dictates.

Key Responsibilities

The role of the support engineer is to work direct to the In-Service lead, supporting both logistics and service management whilst maintaining a close link with the Technical Team in their delivery of the capability and the management of assets. The support engineer is to be self-managing to help deliver a high-quality service to support the delivery of the Royal Navy's vision, and their key responsibilities include the following:

Support
Ensuring the effective and efficient management and resolution of all Incident/Problem or Service Request tickets, including initial triage, resolution or allocation to other Resolvers (NDH(D) Technical team, OEMs, etc) as appropriate.
Administering the Change Management process, ensuring all relevant documentation created, maintained and shared as required.
Administering the movement of material around the UK and overseas as required.
Operating and administering additional Service Management processes as required as the service matures.

Deliver
Engaging with supply stakeholders to ensure delivery and receipt of all hardware and consumables.
Managing assets through initial tagging and recording in both internal and external asset management registers.
Coordinating issues/receipts from internal storage to the Technical team for embodiment activity.
Updating technical documentation as required.
Supporting the delivery of face-to-face Maintainer and Administrator training on the NDH(D) capability.

Analyse
Monitoring service performance against SLA/OLA targets, including the analysis of Incident/Problem, Request and Change tickets and the creation of reports as required.
Updating Maintenance Task Analysis with trend analysis on all hardware incidents.

Skills, Qualifications and Experience

Essential

Comfortable using MS Office applications
Able to analyse large datasets and identify key messages/trends for presentation
Self-starter able to work with minimal supervision and independently
Excellent inter-personal skills, comfortable interacting with stakeholders at all levels both internal and external
Full UK Driving Licence

Desirable

Working knowledge of industry-standard support ticketing tools (eg Remedy)
Knowledge and experience of ITIL Service Management processes
Experience working in a support function or environment (Service Desk, Customer Experience)
Maintenance/administrator experience on CIS/IT services within the Royal Navy / Royal Fleet Auxiliary.
Working knowledge of the joint supply chain and transportation of classified material.
Understanding of VMware vCenter administration (ideally 7.0 and later)
Understanding of Dell server hardware and use of iDRAC.
Experience in administration of Microsoft Windows 2019\22, Active Directory

Desirable Qualifications

Microsoft MCSAGuidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy