Junior Intel Operator

Support Services

Bedford, UK

Job summaryTo undertake an on-the-job development programme that will support a full delivery of 1st Line Support to Blue Chip’s Managed Services Customers. To support other Operations Colleagues in . . .

Role & Responsibilities
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Job summary
To undertake an on-the-job development programme that will support a full delivery of 1st Line Support to Blue Chip’s Managed Services Customers. To support other Operations Colleagues in day to day management of 1st Line Support function. Supporting the daily and OOH operational tasks within our Service Desk function for our Managed Service customers, including incident, change and request. The role involves working on a shift patters on 12 hours’ shifts, including days and nights. The role is expected to progress into an Intel Operator after the initial training period.

Key result areas

  • To undertake a development programme during the training period on the job that will encompass both internal and external training, including technical and soft skills development
  • To develop knowledge and understanding of products and services available to customers within the technical stream, including VMware, Windows and Backup products
  • To learn and develop full understanding of the technical systems and processes used within the team
  • Monitor the alerting tool (Itheon) for customer / internal alerts, escalate where required
  • Monitor the ticket system (Landesk) queue to ensure tickets do not breach SLAs and escalate where required
  • After a period of training to resolve and close relevant tickets where possible
  • To provide 1st line support for Intel, Networks, Unix & Itheon teams – once trained
  • Follow the correct procedures and offer suggestions for improvements where relevant as well as update the procedures with changes where required
  • To develop Intel technical skills working alongside the Intel team
  • Maintain accurate documentation for systems and applications as required
  • Be a productive member of the Intel Operations team
  • To support the work required in the Service Desk function on a 24 x 7 basis
  • To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018

Key Personal Requirements

  • Experience in an IT or customer service environment in a B2B business
  • Commitment to development within the IT operational role
  • Basic to good level of practical/hands on understanding of IT concepts and systems
  •  A highly motivated, enthusiastic and determined individual
  • Excellent problem-solving skills and analytical nature
  • Inquisitive and proactive
  • Fast learner and able to take ownership of learning opportunities

Service Express is an equal opportunity employer. Authorization to work in the U.S. is a precondition of employment. Service Express does not sponsor applicants for work visas.

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Perks & Benefits

Your well-being is important to us. It’s why we give you a range of benefits from healthcare to 401k and a few extra perks along the way.

Paid Parental Leave

Take the time you need to support your family without worrying about work tasks. We understand you have bigger things going on, and we’re here to support your growing family.

Flexible Work Environment

We want to help you work how you work best. Find your healthy work-life balance here. Our people have the flexibility they need to make it happen.

Health Reimbursement

CrossFit, Yoga, Zumba, or whatever else keeps you moving, we help by covering 50% of your monthly fitness membership cost. This also includes digital fitness subscriptions!

About The Team

Our teams don’t work in silos — we all interact and support one another in a variety of ways.

You can count on those around you for collabo-ration, empowerment and inspiration. Anything is possible with the guidance of servant leaders and hard-working team members. And that’s just the beginning.

Why Service Express?

We’ve been delivering outstanding customer and technical service for server, storage and networking equipment since 1993. 500+ motivated employees fuel us in over 50 offices throughout the U.S., and we’re adding new opportunities every day.

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Ready To Join Us?

We’re always looking for passionate life-long learners to join our growing team. If you think Service Express is the right place for you, apply today! If you know
someone who would be the right fit, share this opportunity.

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