Service Operations Technician

To operate computer systems under instruction and supervision on behalf of clients and for the Company in a professional and cost-effective manner providing a quality service higher than which clients could achieve for themselves or obtain from competitors; and to perform both console and peripheral operational duties, maintaining an awareness of problem areas. Carry out the monitoring of systems via either client or the Company solutions, logging and escalating alerts as described in the relevant procedures documents, and logging and answering calls within the call management system.
Application Deadline
February 2nd 2020
Department
Operations
Contract Type
Full Time
Location
Jersey
Reporting To
Service Operations Manager

Key Responsibilities

  • Assist all other Data Centre Technicians within the Department. By instruction, gain a thorough knowledge of all Company and client hardware and software ensuring all duties are carried out in a timely and responsible manner. Follow approved departmental procedures ensuring all work is carried out competently and to agreed schedules, ensuring tasks are executed and completed on time. 
  • Work with the Operations Team Leaders, Operations (Trainer) Lead Technician and Operations Technicians and Analysts to amend, update and add to procedural documentation for any given shift. 
  • Ensure all new procedures are understood and implemented correctly. 
  • Understand and action appropriate recovery and escalation procedures in the event of a failure, informing relevant personnel where appropriate. 
  • Execute security and confidentiality within the Client Business Recovery, Company and operations environments. 
  • Conduct client and C5 suite security checks as per the appropriate documentation.
  • Allocate and administer all support calls and telephone enquiries professionally and in a timely manner.
  • Ensure all technical operations processes and procedures are documented and kept up to date.
  • Assist with the compilation and preparation of the monthly service reports for clients as requested by your line manager. 
  • Use the Operations Structure Manual to learn the role and progress within the department.
  • This list is not exhaustive and there may be a requirement to undertake other duties as and when required, ensuring quality standards are met in accordance with the C5 Service Desk’s quality system.
  • Working with other Operations and Service Desk staff on a rotating shift pattern to provide 24/7 operating capacity for the Company and clients. 
  • An example of the shift patters can be seen as follows covering 4 weeks. Please note night (7pm-7am) and day (7am-7pm):
Week 1: 
  • Sunday (day)
  • Monday (no work)
  • Tuesday (no work)
  • Wednesday (no work)
  • Thursday (night)
  • Friday (night)
  • Saturday (no work)
Week 2:
  • Sunday (no work)
  • Monday (night)
  • Tuesday (night)
  • Wednesday (night)
  • Thursday (no work)
  • Friday (no work)
  • Saturday (night)
Week 3:
  • Sunday (night)
  • Monday (no work)
  • Tuesday (no work)
  • Wednesday (no work)
  • Thursday (day)
  • Friday (day)
  • Saturday (no work)
Week 4:
  • Sunday (no work)
  • Monday (day)
  • Tuesday (day)
  • Wednesday (day)
  • Thursday (no work)
  • Friday (no work)
  • Saturday (day)

Skills, Knowledge & Expertise

  • A good standard of education is required.
  • Excellent computer literacy, with an understanding of Microsoft products.
  • Act in a highly professional and responsible manner, demonstrating high levels of integrity, honesty, fairness, respect, empathy, inclusion and ethical behaviour.
  • Work with the highest levels of confidentiality at all times.
  • Able to undertake tasks promptly and efficiently in an organised manner, whilst meeting quality and performance standards. 
  • The ability to problem-solve is key, as well as the ability to make decisions within one’s own area of responsibility, or in conjunction with other team members or more senior staff.
  • High levels of motivation are essential.
  • Able to adapt and change to organisational and role requirements with a positive attitude, recognising the value of change.
  • Excellent communication skills (both written and verbal) are required.
  • An exemplary customer service approach is essential, putting the customer at the heart of everything we do.
  • Work collaboratively within a team, working effectively for common business goals.

Benefits

Employees at C5 enjoy an attractive benefits package as part of our continuous employee value commitment. 
  • Competitive salary.
  • Competitive annual leave.
  • Pension scheme.
  • Private health insurance.
  • Corporate gym rates.
  • Corporate dental scheme rates.
  • Personalised training plans.
  • Proactive learning environment.
  • Company-wide social and team events.
  • Daily fruit.
  • Access to the latest technologies.
  • Access to technology leaders / technical specialists.
  • An environment to be yourself.

About C5 Alliance

Be part of #LifeatC5...

As a friendly, ambitious and progressive company, we are focused on the delivery of technology for positive impact. As we continue to expand our business, we are looking for talented and enthusiastic individuals to join our growing team.

By joining our company, you will become part of a collaborative pool of digital specialists with the opportunity to build a rewarding career in technology and make a valuable contribution to the industry. 

We're a people-powered business and committed to being the employer of choice where all of our teams have the opportunity to succeed, be proud and enjoy a long and rewarding career. We achieve this by being an agile and entrepreneurially led firm, posessing a values-based culture with innovation & technology at our core. We offer a compelling and evolving EVP including personal career development in an environment with a multi-disciplinary approach. Now part of the BDO network we are part of a global brand and have access to our international colleagues. As a unified business we have a genuine belief in shared success.

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Application Deadline
February 2nd 2020
Department
Operations
Contract Type
Full Time
Location
Jersey
Reporting To
Service Operations Manager
View all opportunities at C5 Alliance