.Role Purpose The role holder will work within an Operations team such as data center.
The role holder works with little supervision and is self-sufficient acting with some depth of specialization in supporting a set of products and or systems to help maintain the availability of the IT service.
The role holder will be responsible for multiple aspects of technical support in order to enable the delivery of all requirements within their team.
The role holder may have supervisory duties or deputize for a shift or team leader as necessary.
Key Accountabilities Technical Capability: Works within a team with little supervision as an established specialist.
Has detailed knowledge in their area for example, systems, implementing technical changes, building software regimes, build evaluations, coaching and training of less experienced staff, infrastructure maintenance etc.
Scheduling & Automation: Ensures workload is run successfully.
Makes good use of automation to reduce risk of errors.
Escalates issues as appropriate to meet service level agreements.
Process: Demonstrates a clear understanding of technical support processes.
Is able to utilize their technical knowledge to verify, validate and document the customer's requirements and any changes to those requirements in a controlled manner.
Is able to make recommendations to customers for improvements to the service.
Logs activities to provide the audit trail and raw data for statistical analysis, preparing and maintaining operational documentation to ensure that the team operates within defined guidelines and procedures.
Problem Solving: Deals with problems escalated by other team members.
Has the ability to further develop their problem solving skills.
Takes ownership for listening to and understanding more complex problems.
Escalates and/or gains support where necessary to resolve the problem.
Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
Team Working: Provides assistance and advice to others.
Identifies and helps to address training needs in the team to support the team leader or manager.
Trains and coaches less experienced employees.
If the team is above a certain size this role may include some supervisory responsibilities.
Service Level: Recognizes opportunities to improve performance against Service Level.
Acts as a point of escalation to resolve service delivery issues.
Escalates issues as necessary to avoid any impact to the service provided.
Strives to exceed customer expectations.
Customer Relationship: Establishes working relationships with customers (may be internal and external) to deliver and enhance the service.
Business Awareness: Has an understanding of the customer's technical requirements.
Is responsible for the successful delivery of all technical support activities within the agreed service levels.
Recognizes and reports opportunities to the Team Manager and other relevant parties for additional business