Senior Operations Support Engineer

Reach beyond with Liberty IT; for this is where you’ll find the super challenges, where you’ll be given the scope and the support to go further, dig deeper and fly higher. We won’t stand over your shoulder. We won’t get in your way. We certainly won’t hold you back. You’ll bring the expertise. We’ll provide the platform to succeed. Ready? It’s time to do your thing.

Who you’ll be working with:

The Operations Support Engineering team work to partner with business leaders and teams to provide an outstanding technical and work environment for all employees. The team undertakes a variety of jobs across desktop, AV and facilities support.

Responsibilities

• Play a lead role in projects focused on enhancing Liberty IT’s office environments, desktop and device hardware and software, and digital communications and connectivity for different meeting experiences (in-person, hybrid and virtual).
• Facilitate project delivery and ensure all team members own, score and deliver well-defined tasks or stories.
• Facilitate stand-ups or similar agile ceremonies, and communicate and update your progress regularly.
• Achieve Liberty IT’s energy efficiency target through the identification and implementation of energy efficiency improvement initiatives.
• Mentor and guide more junior team members to deliver well-defined features, functions or components.
• Partner and engage with Liberty IT employees and lead team members to maximize business value.
• Facilitate a continuous improvement culture and apply best practices to optimize employee experience in our offices, focusing on safety and security.
• Regularly review and contribute to your team’s Engineering and Operations standards when creating solutions.
• Grow your knowledge of IT systems and networks, digital communications, including A/V, hardware and software, and office environment best practices.
• Assess new solutions and approaches using a data-driven approach and lead their adoption.
• Proactively seek opportunities to share and celebrate what you’ve learned through internal tech talks, blogging and external events.

Technology Support

• Lead a team to provide an outstanding experience to all Liberty IT employees through continuous maintenance and optimization of software and hardware during normal working office hours.
• Be a subject matter expert on all processes across the full new hire process set-up, including device and desk setup.
• Act as an escalation point, respond and resolve requests and tickets in line with the organisation’s set standards and SLAs, and proactively identify solutions to recurring issues.

Digital Communications and Audio-Visual Engineering

• Manage on-site, hybrid, and remote events through implementation, maintenance, and support of AV and digital communications tools and technologies.
• Act as an escalation point, respond and resolve requests and tickets, and proactively identify solutions to recurring issues.
• Proactively maintain onsite Digital Communications and AV tools and update relevant licenses as required.

Office Environment Support

• Lead a team to provide an outstanding office environment through reactive and proactive maintenance and optimization of Liberty IT’s physical office space.
• Manage occupancy and space through physical support of events and room setups, managing capacity, and actioning access pass requests.
• Co-ordinate intra-office moves as required.
• Achieve Liberty IT’s energy efficiency target through the identification and implementation of energy efficiency improvement initiatives.

Essential Criteria

• A minimum of five years’ experience in providing technical and maintenance support to large scale office environments.
• Significant experience in the delivery of software, hardware and office environment projects.
• Knowledge and experience in agile delivery practices.
• Experience in identifying and contributing to continuous improvement initiatives.
• Experience in partnering closely with end-users to adopt a user co-creation approach in resolving issues.
• Current and valid industry recognised certifications.

Desired Criteria:

• Active participation in knowledge sharing activities.
• Experience of building great solutions with a customer-centric approach.

What’s on offer

• Health insurance (including access to a digital doctor), life assurance and income protection.
• Employee discount schemes, annual bonuses and a competitive pension.
• Flexible working and a real work-life balance.
• Opportunities for continuous learning and career growth.

A little background on LIT

Liberty IT is the tech wing of Liberty Mutual Insurance, committed to engineering excellence and building beautifully architected cloud solutions.

About Us

Fair employment and equal opportunities. Liberty IT is an equal opportunity employer, committed to inclusion and diversity. If you have a disability, accommodations are available on request during the recruitment process.

Now, it’s over to you. If you’re ready to fly in your career, apply now.