IT Mobile Device Technician

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.

Join our team and help us continue to bring people together to get the most out of life.

About the job

To resolve faults, fulfil service requests and to deliver 2nd line support services for mobile phones, tablets and associated systems to South Western Railway departments in accordance with Service Level Agreements. 

To provide a strong customer focus to end users to ensure requirements are met and the customer is kept fully up to date with on-going progress.

To provide IT Telecoms solutions (land lines, mobile phones. tablets and mobile data services) to meet business requirements.

To actively represent IT in any projects that have a requirement for IT Telecoms solutions

Your main responsibilities will be:

• Ensure all faults, service requests and projects are logged, assigned and given the correct priority.
• Ensure all calls personally assigned are resolved within the agreed Service Level Agreement.
• Ensure the Service Desk System is updated with call progress and activities.
• Attend South Western Railway sites to fix telecoms faults and implement new technologies.
• Maintain excellent communications and provide regular progress updates with other team members and IT customers.
• Assist in resolving escalated calls and planning speedy resolutions for any telecoms calls that fall outside the Service Level Agreement.
• Ensure effective Service Delivery processes and procedures are implemented and followed in line with ITIL standards.
• Ensure the IT procurement process is followed and liaise with the South Western Railway Procurement and Contract department as necessary.
• Manage safety activities and take necessary action within own area of responsibility to ensure the safety of all staff.
• Make recommendations to the Head of IT and Senior IT Service Delivery Manager on improvements for the support activity and the quality of service provided.
• Create and maintain IT records including user accounts, asset register, software inventory and support documentation.
• Provide advice, guidance, costs and implementation of any requested services or projects.
• Provide out of hours support if required.

You'll need to be:

• A passion for technology
• Proven, excellent organisational and administration skills
• Exposure to Microsoft Intune or other MDM platforms
• Previous experience using ITSM platforms (ServiceNow, Jira, Remedy, FreshService etc.)
• Knowledge of mobile technology such as iOS, Android.
• Office 365 Admin exposure (Intune, Exchange, Entra etc)
• Proven, strong communication skills, written and oral
• Ability to present and train users on telecoms technologies that are provided
• ITIL (Information Technology Information Library) aware
• Ability to liaise with suppliers who provide third party support to systems to seek resolution to problems.
• Willingness to support and mentor junior staff
• Able to manage sensitive and sometimes confidential information
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines

Desirable

• Proven experience using Microsoft Intune or other MDM platforms.
• Experience of M365 Admin (Intune, Exchange, Entra)
• Previous experience using Active Directory or Azure AD.
• ITIL V4 Foundation Accredited
• Previous experience in similar IT support role
• A minimum of 2 years' experience working in a complex IT environment

Working pattern

You will work an average of 37 hours across a 5-day week, typically; Monday to Friday, office hours

The Reward

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employees
• Free leisure travel for spouse/partner and dependants (criteria dependent)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/