IT Support Specialist
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Where in the world of OVO will I be working and what will I be doing?
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. 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.
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
Administrating 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
That sounds super exciting, but… Do I have what it takes?
Ideally, you will have...
Experience of working as an IT support analyst within a dynamic environment
Excellent educational background, with good "A" levels and preferably to degree level
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 underpinning infrastructure
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
ITIL and Service Management knowledge
Experience/knowledge of Agile methodology
Tell me a bit more about OVO…
This is our favourite question as we think there is something extra special about OVO … Where do we start? Once upon a time, in 2009 there was a company called OVO. This company was no ordinary company; it was set up to change the world (the world of Energy) and make life simpler for every single one of its customers. Time has flown and how OVO has grown from its humble beginnings, born in a barn in the Cotswolds where every conversation was held around the kitchen table, to the five-year-old, 1100 strong team we are today. We’re a proud, challenger brand that never settles for second best. Some people say "the sky’s the limit’, but for OVO, there is no limit. Expect the unexpected and make the impossible; possible… welcome to OVO Energy.
We’re in the business of building a different kind of Energy Company, one where not only our customers benefit from better service and opportunity but our people do too. OVO was set up to always find a better way and challenge the status quo. We believe in simplicity, transparency and treating people and the planet fairly. But we also believe that attracting and keeping the best talent is key to our bright future, so that’s why our people will always get a chance to share in our success.