OSS Technician in Birmingham

Job Description

We believe great work thrives in an environment where people feel genuinely supported and fairly rewarded. Our benefits are designed to create real value for every individual – fueling engagement, performance, and growth. By prioritizing well‑being, we build a workplace where personal and organizational success grow together.

In your role as an OSS Technician, you will be responsible for delivering Desk Side Support to IT users, specifically handling IT issues that require physical intervention.

Your duties will include aiding incident resolution by collaborating with various support teams and groups within the IT department. You will play a critical role, serving as a representative of the IT organization, acting as the interface between the customer and other IT functions.

This opportunity will be office-based in Birmingham (Alpha Tower) Monday - Friday, 37 hours a week. We may also require you to support other locations like Stafford and Glasgow, so the ability to travel will also be required when needed.

Please note that we are unable to sponsor individuals for employment visas, now or in the future, for this role.

How you'll make an impact:

• Diagnoses and resolves IT-related issues effectively and efficiently.
• Ensures that computers are delivered in a 'ready-to-use' condition for IT users.
• Provides ad-hoc training to users on common IT issues and guides them through self-service tools.
• Manages the physical stock of devices and accessories, including updates in the Configuration Management Database (CMDB).
• Conducts regular inventory checks for relevant hardware.
• Coordinates logistics by utilizing local logistics providers to transport and relocate devices between locations.
• Handles warranty cases in collaboration with the appropriate Original Equipment Manufacturers (OEM) vendors.
• Identifies and reports potential risks that could impact the quality of OSS services.
• Offers support to end users and ensures the functionality of IT equipment and software in meeting rooms and other user collaboration areas as part of desk-side support.
• Performs routine checks of computer rooms, including monitoring temperature, air conditioning, cabling, and general functionality.
• Adheres to prescribed OSS governance, which involves participating in meetings and following the escalation process, among other responsibilities.
• Follows OSS procedures as outlined in the Runbook, Standard Operating Procedures (SOPs), and knowledge articles.

Background:

• Formal qualification in IT completed from an accredited university or college, OR completed an apprenticeship in the field of IT.
• Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in the local language and English.
• Proactive and solution-oriented mindset.
• Demonstrates an ability to work independently and is self-driven.
• Legal authorization to work in the applied location is required.