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OVO Energy
,
London, Greater London
IT Support Specialist
Overview
Job Description
Role title: IT Support Specialist Location: London The OVO Group's mission is to drive progress towards net zero carbon living. To reach zero, we need everyone to come together. Not as customers buying energy, but as members with a common goal. The climate crisis is humanity's greatest challenge and the OVO Group organisations are all working together to lower our collective carbon emissions to zero. Would you be interested in joining us to help achieve this? Where in the world of OVO will I be working? You will be working in the Technology Operations team, supporting all of OVO, as it continues to grow and mature as a company. The role is an IT Support Analyst and will be a key part of the operational and support side of the Technology Team, whose principal responsibility is ensuring live and production systems do what OVO Energy wants them to do. What will I be doing? As custodian of OVO's live services, you will be responsible for ensuring OVO Energy customers are consistently happy with tech services, continually improving user experience and interaction with IT and Systems. Key responsibilities include: * Provide 1st & 2nd line support for all IT related issues during OVO's support hours * Prioritise support tickets based on business impact and urgency, making full use of the team's support portal * Administering and supporting key business critical applications adhering to OVO's new starter and leaver process and IT Information Security Policy * Work towards operational Service Levels ensuring response and resolution times meet Service Standards set by OVO Energy * Proactive identification of recurring faults, and ensuring a complete resolution is put in place to prevent further incidents, following the Problem management process * Follow IT support processes; Incident, Problem, Change and Configuration management; logging tickets correctly, meeting agreed SLAs and ensuring an exceptional level of support is provided * Manage OVO's IT assets and be responsible for configuration management * Work with suppliers to deliver problem resolutions in line with agreed plan and priority * Work with all parts of the Tech Ops team to ensure OVO receive "a best in class" level of support Is this the job for me? * Experience of working as an IT support analyst within a dynamic environment * Service Management/Helpdesk software knowledge * The ability to time manage and prioritise workload effectively * Excellent configuration/troubleshooting, analytical and diagnostic skills * We are a very busy team so you need to be dynamic in your thought process and demonstrate initiative * The aptitude to go that extra mile for your customer * Understanding of technical interdependencies between the "end user" device and the underpinninginfrastructure * Good knowledge of "end user" and desktop hardware computing including Google, Microsoft, Contact Centre and CRM applications * Good knowledge and experience of Infrastructure both data and voice technologies (MPLS, VLAN, VPN, Terminal Services, Firewalls, ISDN, SIP, VMWare, remote hosting,) * Good knowledge and experience of file and print technologies, OS build and deployment, Active Directory, Group Policy and Windows technologies * Experience with IP Telephony/VOIP services OVO believes in fueling human progress with clean and abundant energy for all. We were set up to always find a better way and challenge the status quo. Diverse teams are the best teams We're keen to meet people with varied backgrounds: the more inclusive we are the better our work will be. We want to build a team which represents a variety of backgrounds, perspectives, and skills, and we decide employment on the basis of merit and potential. We understand some people may not apply to jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure... we'd love to hear from you.