Senior Engineer Support

The Role

Job Purpose:

To provide advanced technical support, maintenance, and optimisation of IT systems across RTT Group branches and customer sites. The Senior Engineer Support ensures system availability, delivers high-quality desktop and infrastructure support, drives continuous improvement, and upholds technical standards and compliance requirements to enable seamless business operations.

Duties:

• Perform various tasks as delegated by support manager.
• All tasks to be logged on the IT Ticketing system. (Project or support related)
• Ensure your availability on site at the RTT JetPark office or client sites when applicable.
• Stand-in, train and knowledge transfer (SOP's) to IT team members.
• Report and/or escalate critical downtime and/or system issues to manager.
• Assist with problems, business moves and changes at sites and branches.
• Work cohesively and contribute to the success of the team.
• Facility checks and reports as scheduled (Floor Walks, Boardroom checks, Printer checks, TNA/Access control checks, UPS and Network room checks)
• Maintenance on equipment to improve equipment condition and lifespan.
• Do cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE
• Monitoring of the ticketing system.
• Standby as per the schedule provided, after-hours support.
• Adhere to and comply with NWOW standards (Job cards, project admin and any future changes to be implemented)
• Maintain relevant quality accreditations throughout the business (e.g., ISO9001).
• Automate systems & processes implement software solutions to automate where applicable.
• IT hardware audits (sites and branches).
• Ensure that technical and functional standards are adhered to. Report any suspicious or unauthorized activity.
• Interact with users on a regular basis to establish new and/ or future requirements.
• Ensure active communications and drive a high performing service orientated and collaborative culture in division, between divisions, and support functions.
• Drive continuous improvement within area of accountability whilst ensuring compliance to applicable statutory and regulatory requirements such as IMS, Pharma etc.
• Reporting: Weekly reporting on Projects and IMACD to Regional IT Support Manager
• Attend desktop support queries at RTT Group (Distribution, Style, Orion and CIT) branches and customer sites. As assigned via the call logging methods. (Ticketing System).
• Provide Desktop Support to RTT Group staff and customers within SLA.
• Do cable management and ensure all equipment is in a clean and usable state complying with RTT Group HSE
• Check and update 3 support SOPs per month, on completion forward to Team Leader and office administrator to validate and file in SharePoint.
• Weekly contact with branches as allocated. (Check-in with BM and assist with
• General Maintenance when needed.
• Report and/or escalate critical downtime and system issues.
• Assist with issues on sorter and volumizer.
• Client In-House sites visit for general and proactive maintenance.
• IT Recommendations - Identify deficiencies and take proactive steps to rectify and provide resolution

Skills and Experience

Job Related Requirements:

Minimum Requirements (Experience & Qualifications)

• CompTIA A+, N+
• OEM Certification (HP, Dell, Lenovo etc)
• O365 or M365 Certification or 1- 2 years' experience (Install, Configure and troubleshooting)
• 2-3 years desktop support experience.
• Other CompTIA certification (IE: S+) beneficial.
• Basic knowledge in server setup and maintenance beneficial.
• Basic knowledge of MS SQL and installation beneficial

Required Knowledge:

• Software implementation cycles and technical support

Required Skills:

• Effective communication at all levels
• Interpersonal skills
• Information processing skills
• Analysis skills
• Networking
• Problem solving skills
• Reporting skills

Other

• Ability to work under pressure.
• Self-driven and accountable.
• Emotional intelligence.
• Problem solving.
• Critical thinking.
• Judgement & decision making.
• Team player.
• Adapt to change.
• Results driven.

Job Reference: RTT74494