Senior Service Delivery Engineer in London

Job description

Role Overview

The Senior Service Delivery Engineer will provide Request, Incident, and Problem management services to Silence Therapeutics staff.

The Senior Service Delivery Engineer will also ensure that IT systems are correctly administered to meet company requirements for Availability, Capacity, Continuity and Security.

Key Responsibilities

• Act as a single point of contact for Silence Therapeutics staff regarding IT Service issues, requests and queries.  
• Receive, log and manage calls from staff through the IT Service Desk.
• Maintaining the Asset Database and track changes.  
• 1st, 2nd & 3rd line support - troubleshooting of IT related issues and problems for all IT Services.
• Escalate where necessary to internal and external resolver groups. 
• Ensure that necessary ITSM systems are updated with each incident. 
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management policies and procedures. 
• Provide basic in-house induction training and advice on IT systems and services used within Silence Therapeutics. 
• Planning, development, installation, testing, modification and maintenance of all IT services and related client services and their reporting as required. 
• O365 Active Directory, Teams & SharePoint administration. 
• Veeam and VMWare maintenance and administration.
• Ensure that the appropriate levels of monitoring of resources and system performance are undertaken to support forward planning of capacity. 
• Ensure that both remedial and proactive activities are undertaken to deliver the agreed levels of service and system availability to the business. 
• Assist in the performance of risk assessment activities for each of the IT services to identify the assets, threats vulnerabilities and any required countermeasures. 
• Additional administration duties such as, but not limited to, temperature logging and backup monitoring as required. 
• Assist with the implementation of new IT projects as required to continue to meet the business needs.

Person Specification

The Senior Service Delivery Engineer will be able to demonstrate the following competencies and behaviours:

• Degree or equivalent diploma in a computer related subject
• Microsoft Administrator in Azure or O365
• At least 3 years administering a Microsoft Active Directory on Azure or O365
• Good working knowledge of Veeam and VMWare
• A good understanding of Unified Communications Technologies
• A good track record in the design & commissioning of network infrastructure
• Holds a passion for collaborative working, building relationships and excellent stakeholder management experience
• Clear affiliation with our vision and values, and a true ambassador of our organisation
• Proactive self-starter with a hunger to apply their knowledge to a high growth SME
• Fluent German/English is essential

Our Offering

Our mission is to continue to build Silence as a global leader in RNAi therapeutics, where our technology can create a new generation of approaches to address unmet medical needs and improve the outcomes for patients. Making a difference to people’s lives is at the heart of what we do, and this is no different when it comes to our employees.

We offer a vibrant culture and environment where employees are encouraged to bring their innovation and creativity. Small, dynamic, with slick decision making and unencumbered by bureaucracy, we recognise contributions wherever they are made within the team. 

Our values - working collaboratively to create value, holding ourselves accountable for delivering results, and seeking out opportunities to develop ourselves, run through everything we do. We should also mention that we have a lot of fun on the way, fully embracing the diverse mix of talented professionals we employ.

We’re proud to be a Great Place to Work-Certified workplace in both Germany and the UK. This recognition demonstrates our commitment to creating a rewarding environment for our exceptional staff to thrive. We invest heavily in our staff and offer a vibrant culture where innovation and creativity are encouraged.

Extra information

Status

Closed

Education Level

Other

Location

London

Working hours per week

4 - 40

Type of Contract

Casual / Part Time Jobs

Profession type

Engineering

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English