Business and Operations Support Engineer
Onsite – FGH Listerhills Warehouse, Thornton Road, Bradford, BD8 8LG. Working onsite at our Listerhills office on a 12‑hour shift pattern, 4 days on & 4 days off (day and night rotation) to ensure continuous 24x7 coverage.
ABOUT THE ROLE
The Business and Operations Support Engineer is the primary point of contact for end‑users and partners, managing business‑critical applications hosted on IBM Z Series mainframes. The role focuses on first‑line support, resolving issues at the initial point of contact whenever possible, and collaborating with 2nd and 3rd‑line teams for complex challenges to maintain high service standards.
Key Responsibilities
- End User Support: Accurately log, categorise, and prioritise all incoming Service Desk requests via phone, email, and self‑service portals, and keep tickets up to date.
- Technical Troubleshooting: Diagnose and resolve hardware, software, and connectivity issues, including password resets and Microsoft Office 365 application support with a high focus on customer satisfaction.
- 24x7 Operations
- Provide technical support to the business and, when necessary, escalated issues to on‑call engineers or third parties.
- Monitor batch execution and respond to failure events according to agreed standards and procedures.
- Ensure all required data backups are performed and secured off‑site daily to maintain data security and integrity.
- Monitor operational events and system availability to ensure rapid response within defined service levels.
- Maintain agreed production schedules and recommend improvements for maximum efficiency.
- Relationship Management: Act as a bridge between technical teams and the wider business, building trust through reliable and friendly IT service.
- Escalation: Identify service‑impacting issues, escalated them to 2nd or 3rd‑line specialists and the Major Incident Team, and issue MI communications where appropriate.
- Service Levels: Respond promptly to calls/emails and manage open tickets to ensure resolution within agreed Service Level Agreements (SLAs).
- Knowledge Management: Create and update internal knowledge base articles and FAQs to improve future resolution times and encourage user self‑service.
- Be committed to good outcomes for customers at all times.
- Comply with FCA regulations where applicable.
ABOUT YOU
- Technical Proficiency: Familiar with Windows/macOS, Microsoft 365, and basic networking concepts.
- Service Desk Experience: Minimum of 2 years working within a service desk, providing 1st‑line support.
- Continuous Learner: Proactive attitude toward staying updated with the latest IT trends and software developments.
- (Preferred) ITIL Foundation certificate, experience in a similar customer‑facing IT support role, and familiarity with ITSM tools (e.g., Service Now).
- Communication Specialist: Ability to translate complex technical concepts into simple, user‑friendly language for non‑technical colleagues.
- Problem‑Solver: Logical, methodical approach to troubleshooting and remain calm under pressure in a busy environment.
- Customer‑Centric: Empathetic and patient, with a strong commitment to providing excellent customer care and building positive relationships.
- People‑First Mindset: Enjoy helping people and take pride in turning a frustrating technical issue into a positive experience.
BENEFITS
- Competitive salaries and annual bonus scheme
- 260 hours holiday including bank holidays
- Healthcare cash plan
- Competitive pension scheme
- Paid paternity and maternity leave
- Incredible staff discounts
- Subsidised canteen
