Regional Support Engineer

Regional Support Engineer

Location:

Nuneaton, GB, CV10 7RS

Brand: RS Group

Function:
Digital & Technology

Work Location:

Office Based

Contract Type:
Permanent

This role is to provide technical support for all local IT systems for which RS is accountable and for which RS have no other primary support partner. Act as on‑site contact to coordinate the delivery of technology services with both internal and external service providers and to be a point of local contact for the RS business with regards to escalations for resolution of incidents, fulfilment of requests and completion of changes.

Specific areas of focus include day to day system support activities (primarily warehouse and other local business systems, network, platform and telephony), service desk escalations, request management, change management and urgent incident and problem resolution.

• You will be the named point of local contact for technical enquiries and escalations
• You will provide support for all local IT systems which are not supported by other 3rd parties (e.g. local warehouse and other business systems, network, telephony etc.)
• You will pro‑actively improve the quality and effectiveness of support for the site maintaining high availability
• Working with RS Service Managers and 3rd party Account Management teams to act as local contact for 3rd parties in a service management capacity and develop enduring customer relationships
• Following ITIL guidelines, resolving complex technical issues
• Administration and troubleshooting of service issues with RS Service Managers and 3rd Parties
• Act as a role model and mentor for fellow team members and other lines of support
• Act as local infrastructure contact and in the event of a major incident, organise relevant resources to ensure resolution
• Provide operational knowledge of local solutions to support other departments
• Operate with minimal supervision in a complex environment; may lead technical activities involving internal staff and 3rd parties
• Resolving complex technical incidents/problems escalated by other internal departments within the call management system. Implement operational procedures, tools and best practice
• Aid in capacity management/reporting
• Participate in the execution of Disaster Recovery exercises and own specific server tasks
• Possess a full understanding of local onsite IT systems including (but not limited to) warehouse and other local business systems, server, telephony and network infrastructure
• Supporting project deployment and project transition support
• Execute change management tasks in line with defined processes
• Out of hours working and travel (both international and domestic) will be required from time to time

• Good verbal and written English language skills
• Strong Experience in Technical Major Incident and Problem Management
• Experience in Technical application of ITIL Service Management Disciplines
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including out of hours working
• A passion for Service Improvement
• Solid understanding of Incident, Problem, Change, configuration and Request Management processes and how they drive business processes
• Ability to maintain clear and focused thinking under stressful/high pressure situations
• Ability to translate technical information into business/layperson language
• Ability to grasp and assess business impact by clear and thorough probing of stakeholders
• Ability to derive streams and actions based on the inputs provided by the support teams
• Good at formulating clear communications and keeping stakeholders
• Ability to drive managed third parties towards service restoration

• Financial – pension/retirement; life assurance; salary finance (payroll deduction loan scheme)
• Wellbeing – medical plans; health screening; critical illness; disability insurance; holiday / paid time off; employee assistance programme; discounted gym/health club membership
• Lifestyle – transportation assistance schemes (e.g., cycle to work, travel loans, car leasing); onsite catering/lunch vouchers; retail discounts
• Spotlight – our global recognition programme provides a platform to highlight and recognise people role modelling our values