Quality Assurance Manager

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

Job summary

An established industry player is seeking an IT Service & Infrastructure Engineer to enhance the efficiency and reliability of its IT solutions. In this pivotal role, you will manage service requests and incidents, ensuring top-notch support for end-users while collaborating with internal teams and external suppliers. Your expertise in ITIL processes and hands-on experience with SQL will be essential in driving continual service improvement. This position offers a dynamic work environment where your technical skills and proactive problem-solving abilities will shine. If you're passionate about IT and eager to contribute to a forward-thinking team, we encourage you to apply!

Qualifications

• Proficient in ITIL processes and industry standards.
• Experience in a fast-paced IT support environment.
• Strong technical support and problem-solving skills.

Responsibilities

• Manage service requests, incidents, and problems from start to finish.
• Collaborate with IT teams to resolve complex end-user computing issues.
• Ensure adherence to Service Level Agreements (SLAs).

Skills

ITIL processes

Technical support

Problem-solving skills

SQL (MySQL 4 and 5)

Communication skills

Attention to detail

Team player

Proactive learner

Education

GCSEs in Mathematics and English

Tools

MySQL

Microsoft Office

Android

iOS

Job description

Job Title: IT Service & Infrastructure Engineer

As an IT Service & Infrastructure Engineer, you will play a pivotal role in ensuring the smooth operation of our IT services and infrastructure. Your responsibilities will include providing first and second line support, managing service requests, incidents, and problems, and contributing to the overall performance and cost-effectiveness of our technology solutions. Collaboration with end-users, internal teams, and external suppliers will be essential to deliver high-quality IT support and infrastructure management.

Additional Requirements:

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

Responsibilities:

1. Service Management:

• Manage service requests, incidents, and problems from start to finish, including logging, prioritizing, responding promptly, providing updates, and achieving resolution.
• Assist with essential bespoke internal applications.
• Ensure adherence to Service Level Agreements (SLAs) and handle breaches following escalation procedures.
• Act as the primary contact between internal end-users and external suppliers.
• Undertake small to medium-sized IT projects as directed.
• Assist in developing Service Desk processes, policies, and documentation.
• Focus on continual service improvement.

Infrastructure & End User Computing:

• Manage end-user computing service requests, incidents, and problems, including logging, prioritizing, responding, and resolving.
• Execute equipment processes and manage logistics efficiently.
• Collaborate with IT teams to resolve complex EUC issues.
• Proactively identify and address trends and issues related to end-user computing.
• Support and configure the EUC environment.
• Assist in developing related processes, policies, and documentation.
• Oversee migration, relocation, and integration activities.
• Manage the end-to-end process of IT equipment handling and compliance.
• Implement demand and stock control processes.
• Perform daily system checks to ensure proper operation.
• Support and configure IT hardware and desktop environments.
• Administer backend systems using MySQL to resolve incidents and facilitate requests.

Experience and Qualifications:

• Completed GCSEs in Mathematics and English (or equivalent).
• Proficient in ITIL processes and industry standards.
• Experience in a fast-paced IT support environment.
• Extensive knowledge of computer hardware systems.
• Familiarity with various operating systems and Office software.
• Hands-on experience with SQL, especially MySQL 4 and 5.
• Strong technical support and problem-solving skills.
• Effective incident management.
• Ability to fulfill IT service requests swiftly.
• Competency with Microsoft, Android, and iOS systems.
• Team player capable of working within a matrixed environment.
• Proactive problem solver and independent thinker.
• Ability to prioritize and manage a demanding workload.
• Excellent communication and stakeholder management skills.
• Meticulous attention to detail.
• Creative problem-solving skills with lateral thinking.
• Some commercial awareness.
• Proactive learner with adaptable approach to technology changes.
• Willingness and flexibility to travel as needed.

If you are enthusiastic about IT service and infrastructure and meet the qualifications and experience requirements, we encourage you to apply and join our team to ensure the efficiency and reliability of our IT solutions.