Remote Technical Support Analyst (Internal Applicants only)

Job description

Description:

Muller offers you a long term career with a genuine market leader; Muller is an entrepreneurial company where people love to work and make a difference. Our competitive advantage comes through driving value through innovation and brands, scale, operational excellence and building a high performing international organisation. By 2020, we aim to have significantly increased our turnover; in order to achieve this, we need leaders and technical experts to grow our business and market share.

We are currently recruiting for a Remote Technical Support Analyst.

We are looking for an experienced individual to provide 2nd & 3rd line IT User support for key systems and services across the business units of Group IT predominantly focused in the UK on the Milk & More business unit. The role holder will work within a highly skilled and competent team of support specialists to deliver excellent quality IT services and will assist in delivery of key technical project roll outs, responsible for ensuring high standards user support and service delivery.

Your challenge

In this role the key responsibilities will include:

• Manage, own and resolve Incidents, Service Requests and problems.

• Maintain an overall understanding of all the business systems and applications and their interaction with the user base.

• Ensure that all systems are backed up.

• Monitor, support and maintain the Infrastructure in accordance with Incident, Major incident and problem management processes.

• Troubleshoot and resolve issues that occur in relation to the UK Infrastructure.

• Maintain applications that monitor and support the infrastructure including antivirus, system backup and patching solutions.

• Maintain corporate standard operating system builds.

• Implement change requests in accordance with the change management process.

• Write and maintain technical process documentation and procedures.

• Familiar with application landscape and resolution of 1st & 2nd line incidents and requests.

• Investigate issues and other requests for application support and determines appropriate actions to take. Works closely with other IT colleagues, providing correct responses to requests for support by means of for example: making modifications to system parameters, developing workarounds or site-specific enhancements, reconfiguring systems, changing operating procedures, training users, producing additional documentation, or escalating requests to applications team or suppliers.

• Ensures all work is carried out and documented in accordance with required standards, methods and procedures. In accordance with agreed procedures, monitors application systems or modules, notes problems and identifies performance trends. With assistance from other IT colleagues where necessary.

• Takes corrective action to improve performance and to avoid problems arising.

• Monitors progress of requests for application support and ensure users and other interested parties are kept informed.

• Is responsible for executing more complex installations and decommissions within technical specialism.

• Undertakes planning, estimation, scheduling and implementation.

• Reports on work performed accurately and effectively. Monitors effectiveness of installation and ensures that appropriate recommendations for change are made.

• Investigates installations not achieving design aim or business requirement and makes recommendations for remedial action.

• Carries out performance and quality reviews and analyses installation statistics.

• Ensures that the risks associated with the installation or decommissioning are understood and that measures to reduce them are adopted where appropriate.

• Acts as technical stakeholder for signoff of internal and external requests for changes to the technical environment under remit within specified parameters.

• Proficient in carrying out business impact assessments, to determine how changes from the current to the future state will affect business.

• Creates implementation plan, taking into consideration IT deployment and any business activities required to integrate new services or improvements into the 'business as usual' environment.

• Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to go-live.

• Assists the user community in provision of transition support and change planning. Assesses risks inherent in proposed changes, to ensure any potential scheduling and performance issues have minimum impact on provision of other services.

• Implements change and perform post implementation review to capture lessons learnt. Full compliance to Change Management process essential.

Key skills & experience

• Industry recognised technical qualifications in areas of responsibility.

• ITIL v3 Foundation.

• Degree or equivalent technical qualification in IT or appropriate discipline(s) or experience.

• At least 2 years’ experience working in an Infrastructure team.

• Ability to work under pressure to tight deadlines and within departmental Kpi’s.

• Excellent communication skills with strong Customer Focused Mind-set.

• Aptitude to develop skill set further in two or more areas needs to be demonstrated.

• Awareness of Integrated Systems in an FMCG environment essential.

Müller pride ourselves on having a high performing and collaborative culture where we offer support to help develop your knowledge and skills. In return for your commitment, drive and enthusiasm, we offer an attractive benefits package within a highly successful European business that offers financial rewards and resources, including bonus scheme, contributory pension, life assurance, generous holiday allowance and a flexible benefits programme.

The Process

If you have the skills and experience in the above areas and would like to be considered for this role please apply at www.mullercareers.co.uk

Business Area:

Professional Services

Town/city:

Market Drayton

Country:

United Kingdom

Job type:

Permanent

Hours:

Full-Time

Salary:

Competitive

Application deadline:

2 October 2018

Start date:

ASAP