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Service Delivery Specialist

Element Six
Gresham, OR
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Company Description

Element Six is a global leader in the design, development and production of synthetic diamond and tungsten carbide supermaterials. Part of the De Beers Group, we employ over 1,900 people. Our primary manufacturing sites are located in the UK, Ireland, Germany, South Africa, and the US.

 

Our mission

 

We strive to deliver extreme performance through the development of cutting-edge synthetic diamond and tungsten carbide solutions.

 

Our history

 

Since 1959, our focus has been on developing the diamond synthesis process to enable innovative synthetic diamond and tungsten carbide solutions. As well as being the planet’s hardest material, diamond’s extreme and diverse properties give it high tensile strength, chemical inertness, broad optical transmission and very high thermal conductivity.

 

You can find out more about who we are and what we do on our website:

e6.com/en/about/corporate-information

Job Description

·       Monitor and control priority 1 and 2 calls (Incident Management)

·       Ensure IT services are delivered according to standard operating procedures and/or agreed Service Level Agreements (SLA)

·       Focus on customer service, troubleshooting and immediate time-bound response for the end user

·       Escalate complex queries to the relevant regional support organisation

·       Monitor the performance, cost & demand (quality and volume) within the business economic context and approved budgets

·       Identify service improvement opportunities from data trend analysis and customer need/input

·       Outsourced team management to ensure effective resource utilisation across the portfolio

·       Manage, support, and ensure operating viability of LAN (Local Area Network) and WAN (Wide Area Network) both wired and wireless for all hours of operation, and report any abnormalities to the technical support manager

·       Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities

·       Ensure Windows server availability compliance to Service Level Agreements

·       Support the Disaster Recovery Plan for networks and systems

·       Ensure infrastructure systems and services are operating at optimal level to ensure business functions, high availability and recoverability

·       Install new or rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project or operational requirements

·       Install new software releases, evaluate, and install patches and resolve security or software related problems

·       Use a ticket management software to track progress on issues until resolution and closure

·       Work with developers, DBA service providers and datacentre operators to coordinate the resolution of problems and issues

·       Perform daily system monitoring, analyse logs, verify the integrity and availability of all hardware, server resources, systems and key processes, review system and application logs, and verify completion of scheduled jobs such as backups

·       Ensure all IM services are delivered in a secure and resilient manner

Qualifications

Qualifications and requirements

•        A bachelor’s degree in a computer-related field or equivalent

•        Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions, and to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes

•        Ability to identify complex problems and review related information to develop and evaluate options and implement solutions

•        ITIL V3 or V4 qualification

 

Competencies (in order of importance)

•        Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations

•        Attention to Detail — Job requires being careful about detail and thorough in completing work tasks

•        Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude

•        Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace

•        Analytical Thinking — Job requires analysing information and using logic to address work-related issues and problems

•        Leadership – Job requires a positive attitude towards delivering top quality customer service in a sometimes-challenging environment and someone who can take ownership of issues and follow through to completion, especially if there is an urgency required in addressing the issue

 

IT Experience:

•        Windows 7 and 10

•        Windows Server 2012- 2019

•        Cisco Networking

•        VMware

•        Hyper-V

•        Mobile devices

•        IT security and compliance

•        Working in both normal and Industrial IT environments



Additional Information

All your information will be kept confidential according to EEO guidelines.

Element Six

Address

Gresham, OR
USA

Industry

Transportation and Storage