At a Glance
- Tasks: Provide first-line support for business-critical applications and troubleshoot technical issues.
- Company: Join a leading company in IT support with a focus on customer satisfaction.
- Benefits: Enjoy competitive salary, generous holiday, healthcare plan, and amazing staff discounts.
- Other info: Work in a dynamic environment with opportunities for growth and learning.
- Why this job: Be the go-to person for tech support and make a real difference in users' experiences.
- Qualifications: 2 years of service desk experience and familiarity with Windows/macOS and Microsoft 365.
The predicted salary is between 30000 - 40000 £ per year.
Onsite – FGH Listerhills Warehouse, Thornton Road, Bradford, BD8 8LG. Working onsite at our Listerhills office on a 12‑hour shift pattern, 4 days on & 4 days off (day and night rotation) to ensure continuous 24x7 coverage.
ABOUT THE ROLE
The Business and Operations Support Engineer is the primary point of contact for end‑users and partners, managing business‑critical applications hosted on IBM Z Series mainframes. The role focuses on first‑line support, resolving issues at the initial point of contact whenever possible, and collaborating with 2nd and 3rd‑line teams for complex challenges to maintain high service standards.
Key Responsibilities
- End User Support: Accurately log, categorise, and prioritise all incoming Service Desk requests via phone, email, and self‑service portals, and keep tickets up to date.
- Technical Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues, including password resets and Microsoft Office 365 application support with a high focus on customer satisfaction.
- 24x7 Operations: Provide technical support to the business and, when necessary, escalate issues to on‑call engineers or third parties. Monitor batch execution and respond to failure events according to agreed standards and procedures. Ensure all required data backups are performed and secured off‑site daily to maintain data security and integrity. Monitor operational events and system availability to ensure rapid response within defined service levels. Maintain agreed production schedules and recommend improvements for maximum efficiency.
- Relationship Management: Act as a bridge between technical teams and the wider business, building trust through reliable and friendly IT service.
- Escalation: Identify service‑impacting issues, escalate them to 2nd or 3rd‑line specialists and the Major Incident Team, and issue MI communications where appropriate.
- Service Levels: Respond promptly to calls/emails and manage open tickets to ensure resolution within agreed Service Level Agreements (SLAs).
- Knowledge Management: Create and update internal knowledge base articles and FAQs to improve future resolution times and encourage user self‑service. Be committed to good outcomes for customers at all times. Comply with FCA regulations where applicable.
ABOUT YOU
- Technical Proficiency: Familiar with Windows/macOS, Microsoft 365, and basic networking concepts.
- Service Desk Experience: Minimum of 2 years working within a service desk, providing 1st‑line support.
- Continuous Learner: Proactive attitude toward staying updated with the latest IT trends and software developments. (Preferred) ITIL Foundation certificate, experience in a similar customer‑facing IT support role, and familiarity with ITSM tools (e.g., Service Now).
- Communication Specialist: Ability to translate complex technical concepts into simple, user‑friendly language for non‑technical colleagues.
- Problem‑Solver: Logical, methodical approach to troubleshooting and remain calm under pressure in a busy environment.
- Customer‑Centric: Empathetic and patient, with a strong commitment to providing excellent customer care and building positive relationships.
- People‑First Mindset: Enjoy helping people and take pride in turning a frustrating technical issue into a positive experience.
BENEFITS
- Competitive salaries and annual bonus scheme
- 260 hours holiday including bank holidays
- Healthcare cash plan
- Competitive pension scheme
- Paid paternity and maternity leave
- Incredible staff discounts
- Subsidised canteen
Business and Operations Support Engineer - 24/7 cover in Bradford employer: Freemans Grattan Holdings (FGH)
At our Listerhills Warehouse in Bradford, we pride ourselves on being an exceptional employer that values its employees through a supportive work culture and numerous growth opportunities. With competitive salaries, a generous holiday allowance, and a commitment to employee well-being, we ensure that our Business and Operations Support Engineers thrive both personally and professionally while providing vital support in a dynamic 24/7 environment.
Contact Details:
Freemans Grattan Holdings (FGH) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Business and Operations Support Engineer - 24/7 cover in Bradford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Freemans Grattan Holdings (FGH). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Freemans Grattan Holdings (FGH) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Business and Operations Support Engineer - 24/7 cover in Bradford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Freemans Grattan Holdings (FGH):Your cover letter is your chance to shine! Tell us why you want to work at Freemans Grattan Holdings (FGH) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Freemans Grattan Holdings (FGH)!
How to prepare for a job interview at Freemans Grattan Holdings (FGH)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
