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For Companies At a Glance
- Tasks: Help improve user experience by resolving IT issues proactively and automating fixes.
- Company: Join Computacenter, a leader in IT services focused on enhancing digital experiences.
- Benefits: Enjoy a collaborative work environment with opportunities for training and development.
- Why this job: Be part of a culture that values innovation and proactive problem-solving for better user experiences.
- Qualifications: Must have 2nd Line Support experience, knowledge of Nexthink, and data analysis skills.
- Other info: Work from one of our vibrant UK offices: Milton Keynes, Nottingham, or Hatfield.
The predicted salary is between 36000 - 60000 £ per year.
Life on the team
We're looking for a UK-based Proactive Engineer to prevent and remediate end user experience issues through the End User Analytics Tools and other intelligence sources. Implementing tactical improvements through proactive incidents and problems as well as providing advice to the Digital Experience Manager (DEM) and other End User Experience stakeholders accordingly, always in the context of the end user, their experience of IT, and therefore productivity for the business.
What you'll do
- Driving Efficiency
- Identify opportunities for Automations & Remote Actions based on the customer environment
- Liaise with central EUA CoE to implement and test Automations & Remote Actions which may be relevant for implementation on their customer
- Work in conjunction with projects teams to drive better, data driven outcomes and adoption through specific dashboards and insight
- Use analytics to drive quicker and more accurate RCA and resolution
- Train and coach other service providing teams in the art of proactivity and the EUA tools
- End User Experience
- Proactive incident resolution fully automated fixes (self-heal) & User enabled fixes (through self-help)
- Carry out proactive investigations based on real time ticket data and service desk feedback
- Work in a fix-forward and automation culture focused on the user experience, above the SLA
- Monitor Performance dashboards and use data to investigate causes of experience degradation in near real-time
- Quality
- Proactive Problem work with problem management to make best use of EUA data for root cause analysis and incident prevention
- Use Comparative Analytics from EUEM CoE to drive improvements on the customer account
- Seek root cause fix before automation, but always with a view to eradicate user issues via a process of avoid first or fix, and only then automate
- Drive a culture of proactive end user experience through other engineering teams
- Innovation/Value-Add/Use Case / Cost Saving Opportunities
- Use data to identify opportunities for additional customer value
- Share opportunities with other Computacenter accounts via EUEM CoE for CC lessons learned / efficiency
What you'll need
- Technical background with experience working in a 2nd Line Support as a minimum
- Experience / knowledge of Nexthink
- Background in working with data
- Experience in working with either Power BI or Excel
- A can-do attitude
- A good team player
- Inquisitive mindset, someone not scared to speak up
Additional information
Role will be working 5 days p/w in anyone of the following offices: Milton Keynes, Nottingham, Hatfield
Proactive Engineer (Nexthink) employer: COMPUTACENTER (UK) LIMITED
Contact Detail:
COMPUTACENTER (UK) LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Proactive Engineer (Nexthink)
✨Tip Number 1
Familiarise yourself with Nexthink and its functionalities. Understanding how to leverage this tool for proactive incident resolution will set you apart from other candidates.
✨Tip Number 2
Showcase your experience with data analytics tools like Power BI or Excel. Be prepared to discuss specific examples of how you've used these tools to drive improvements in user experience.
✨Tip Number 3
Demonstrate your proactive mindset by sharing instances where you've identified and resolved issues before they escalated. This aligns perfectly with the role's focus on preventing end user experience problems.
✨Tip Number 4
Network with current employees or professionals in similar roles. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews.
We think you need these skills to ace Proactive Engineer (Nexthink)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in 2nd Line Support and working with Nexthink. Use specific examples that demonstrate your technical skills and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your background aligns with the responsibilities. Mention your experience with data analytics tools like Power BI or Excel, and express your enthusiasm for improving end user experiences.
Highlight Your Teamwork Skills: Since the role requires collaboration with various teams, emphasise your ability to work well in a team environment. Provide examples of past experiences where you successfully collaborated to achieve a common goal.
Showcase Your Proactive Mindset: In your application, illustrate your inquisitive nature and proactive approach to problem-solving. Share instances where you identified issues before they escalated and took initiative to implement solutions.
How to prepare for a job interview at COMPUTACENTER (UK) LIMITED
✨Show Your Technical Expertise
Make sure to highlight your technical background, especially your experience with 2nd Line Support and Nexthink. Be prepared to discuss specific scenarios where you've used these skills to resolve issues or improve user experience.
✨Demonstrate Your Analytical Skills
Since the role involves working with data and analytics, come prepared with examples of how you've used tools like Power BI or Excel to drive insights. Discuss any projects where your analytical skills led to significant improvements in efficiency or user satisfaction.
✨Emphasise Proactivity
The job focuses on proactive incident resolution and automation. Share instances where you've taken the initiative to identify problems before they escalated, and how you implemented solutions that improved the end user experience.
✨Be a Team Player
This role requires collaboration with various teams. Highlight your ability to work well in a team environment and provide examples of how you've trained or coached others in using tools or processes to enhance productivity and user experience.
