Technology Service Delivery - IT Engineer

IT Engineer

Reports To: Technology Services Manager.

Main Purpose

To work within the Brainkind technology infrastructure team, providing technical support across the Brainkind estate.

As part of the service delivery team you will ensure the incident, request, problem, configuration and change processes are managed and adhered to.

You will work with colleagues to resolve incidents and requests, escalating to the appropriate support teams and third‑party suppliers as necessary.

• Main Tasks and Responsibilities
• Monitor the IT ticketing system and resolve incidents in partnership with our outsourced service desk.
• Ensure all incidents, changes and service requests are correctly identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool while delivering clear communication of incidents and updates.
• Provide quality service and customer support during site visits.
• Review incidents and requests with customers and work together to continuously improve service delivery.
• Manage all on‑site installation, repair and maintenance, including test tasks across the Brainkind estate.
• Investigate and accurately diagnose technical problems and determine solutions for both internal and external customers, minimising service interruptions and resuming normal service as soon as possible following the approved incident management process.
• Build strong relationships with internal and external suppliers and customers.
• With support from colleagues, implement changes to the ICT systems ensuring they are authorised by appropriate authorities and follow a properly approved change control process.
• Create and maintain documentation and ensure that technical and procedural documents are up‑to‑date.
• Act to prevent problems, reporting and escalating issues where necessary.
• Identify and pursue improvement opportunities and contribute to the overall service improvement plan.
• Communicate clearly with customers about incidents, requests and service‑affecting issues at all times.
• Identify and report recurring incidents to the Team Leader.
• Contribute to the development, improvement and creation of the regular IT Service Management reports.
• Utilise project management methodology and agile practices, where appropriate, to enhance communication and assist in planning for any development or change.
• Work with suppliers and colleagues and assist in technical transformation projects, contributing to the strategic aims of the department and organisation.
• Maintain and enhance technical skills required to ensure that service targets are met.
• Work collaboratively with suppliers and colleagues to deliver a customer‑focused IT service.
• Effectively communicate with both technical and non‑technical users at all levels of an organisation.
• Create and maintain a positive employee culture of good communication, customer care and continuous improvement.
• Undertake reasonable travelling as required to fulfil the tasks and responsibilities of the role.
• Personal Development, Supervision and Training
• Participate in regular support and supervision from line management.
• Continuously develop professional knowledge and expertise by attending learning and development events, meetings, conferences and other approved training activities.
• Attend and participate in regular team and other internal and external meetings.
• Policies and Procedures
• The post holder must be familiar with and comply with Brainkind’s written policies, procedures and guidelines for good practice.
• Ensure the Health & Safety policy and procedures are adhered to at all times.
• Take personal responsibility for own health and safety and report incidents and potential hazards as necessary.
• Rewards
• Competitive salary: £31,463 per annum.
• 33 days annual leave.
• Excellent training and support.
• Company pension.
• Group life assurance.
• Eye voucher scheme.
• Long‑service and staff awards.
• Free parking.

We also put a strong focus on employee wellbeing and support. We will ensure you get all the training and learning opportunities you need to achieve your goals.

All successful candidates are subject to compliance checks including 3 years of checkable references and DBS/PVG checks.

Brainkind is a Disability Confident Employer.

We guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy and are committed to promoting a diverse and inclusive organisation.

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