Quality Assurance Manager

TN United Kingdom; Gloucester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is looking for an IT Service & Infrastructure Engineer to ensure the smooth operation of IT services. This dynamic role involves first and second line support, managing service requests, and collaborating with teams to deliver high-quality IT support. You'll lead small to medium IT projects, develop Service Desk processes, and drive continual service improvements. If you have a passion for IT support, strong technical skills, and thrive in a fast-paced environment, this is an exciting opportunity to contribute to efficient and reliable IT solutions.

Qualifications

• GCSEs in Mathematics and English or equivalent qualifications.
• Knowledge of ITIL processes and industry best practices.

Responsibilities

• Manage service requests, incidents, and problems efficiently.
• Drive continual service improvement initiatives.
• Support and configure IT hardware and desktop environments.

Skills

ITIL processes

Technical support

Problem-solving

SQL (MySQL 4 and 5)

Communication skills

Attention to detail

Stakeholder management

Education

GCSEs in Mathematics and English

Tools

MySQL

Microsoft Office

Android

iOS

Job description

Job Title: IT Service & Infrastructure Engineer

We are seeking an IT Service & Infrastructure Engineer to ensure the smooth operation of our IT services and infrastructure. The role involves providing first and second line support, managing service requests, incidents, and problems, and collaborating with end-users, internal teams, and external suppliers to deliver high-quality IT support and infrastructure management.

Note: This position may require occasional weekend work (approximately one Saturday every three), compensated as overtime. Candidates must possess a full clean driver's license and have access to reliable transportation.

Responsibilities:

1. Service Management:

• Manage service requests, incidents, and problems from initiation to resolution, including logging, prioritizing, responding, updating, and closing tickets.
• Assist with internal bespoke applications.
• Ensure compliance with SLAs and handle breaches appropriately.
• Act as the primary contact between end-users and external suppliers.
• Lead small to medium IT projects as assigned.
• Develop and maintain Service Desk processes, policies, and documentation.
• Drive continual service improvement initiatives.

Infrastructure & End User Computing:

• Manage EUC service requests, incidents, and problems efficiently.
• Oversee logistics for SML equipment and coordinate related activities.
• Collaborate with IT teams to resolve complex EUC issues.
• Identify and address trends affecting end-user computing.
• Maintain and support EUC environments, including configuration and troubleshooting.
• Support migration, relocation, and integration projects to high standards.
• Handle IT equipment logistics from preparation to compliance.
• Implement demand and stock control processes.
• Perform daily system checks to ensure operational integrity.
• Support and configure IT hardware and desktop environments.
• Administer backend systems, including MySQL, to resolve incidents and process requests.

Requirements:

• GCSEs in Mathematics and English or equivalent qualifications.
• Knowledge of ITIL processes and industry best practices.
• Experience in a fast-paced IT support environment.
• Extensive knowledge of computer hardware.
• Familiarity with various OS and Office software.
• Hands-on experience with SQL, especially MySQL 4 and 5.
• Strong technical support and problem-solving skills.
• Effective incident management and request fulfillment abilities.
• Proficiency with Microsoft, Android, and iOS systems.
• Excellent communication and stakeholder management skills.
• Attention to detail and proactive problem-solving mindset.
• Ability to prioritize and manage a demanding workload.
• Willingness to travel as needed.

If you are passionate about IT support and infrastructure, meet the qualifications, and thrive in a dynamic environment, we encourage you to apply and join our team to help ensure our IT solutions' efficiency and reliability.