FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

The Senior Support Engineer role offers opportunities for professional growth within the organization, including advancement to higher technical support specialist levels or specialized roles such as Software, Electrical, Controls, or Infrastructure Subject Matter Expert (SME), and potential management positions. You will be responsible for overseeing incident management, resolving technical issues, and ensuring the highest level of client satisfaction. This role involves coordinating incident response teams, implementing incident management processes, and maintaining a support knowledge base.

What will be your responsibilities?

Your main focus in this role will be on following topics;

Incident Management:

Oversee incident prioritization, escalation, and resolution processes.
Establish and enforce incident response service level agreements.
Analyze performance metrics and implement improvements to enhance service quality.
Lead incident response teams during escalated incidents.
Conduct trend analyses and root cause analyses to prevent future incidents.

Acquisition & Deployment:

Prepare budget proposals and collaborate on procurement of service management software.
Research emerging products, services, and standards for help desk technology enhancement.
Manage vendor relationships for system technologies procurement and adoption.

Operational Management:

Design and enforce request handling and escalation policies.
Coordinate transfer of incidents to problem management process.
Monitor and test fixes to ensure effective problem resolution.
Develop and disseminate help resources for end-users.
Conduct training sessions and mentor support staff.

Technical Skills

Strong experience in Linux RHEL/OEL/CentOS administration
Strong experience with VMware or other virtualization experience.

In order to be success full in this role we think that following Background is required:

College diploma or university degree in a relevant field.
Alternatively, 5 years of equivalent work experience with IT Service Management (ITSM) and IT Infrastructure Library (ITIL) methodologies.
Strong knowledge of computer hardware and desktop/server operating systems.
Experience in application support and diagnostic utilities usage.
Demonstrated experience in managing technical support teams and developing service level agreements.

Personal competences:

Excellent relationship and performance management skills.
Strong interpersonal and communication skills.
Attention to detail and problem-solving abilities.
Customer service orientation and ability to work collaboratively.

Technical Experience

Experience with Kubernetes or other application development orchestration and containerization tools.
Experience with automation tools like Ansible and Terraform.
Experience with public cloud Virtual machine, networking, storage and container solutions and support

What can we offer you?

Competitive starting salary of £39,000, commensurate with knowledge and experience. On top of that we offer

Pension: Contributions matched up to 7%.
Health Insurance: Private Medical Insurance coverage provided.
Healthcare Cash Back Plan: Contributes to everyday healthcare costs such as dental, optical, prescriptions, and various physical and mental therapies.
Employee Assistance Program: 24/7 support program available to employees.
Holiday Leave: 25 days holiday per annum.

Work Conditions:

Additional working hours may be required for incident response.
Ability to sit for extended periods and occasional travel.

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