Senior Operations Support Engineer

• Grade: L3

  Reporting to: Operations Support Engineering Manager

  Responsibilities

  • Play a lead role in projects focused on enhancing
    • Liberty IT’s office environments
    • Liberty IT’s desktop and device hardware and software
    • Liberty IT’s digital communications and connectivity for different meeting experiences (in-person, hybrid and virtual).
  • Play a lead role in facilitating project delivery and ensuring all team members own, score and deliver well defined tasks or stories. Facilitate stand-ups or similar agile ceremonies, and communicate and update your progress regularly.
  • Play a key role in achieving Liberty IT’s energy efficiency target through the identification and implementation of energy efficiency improvement initiatives.
  • Mentor and guide more junior team members to deliver well defined features, functions or components. 
  • Partner and engage with Liberty IT employees and lead team members to work towards the best solution to maximise business value.
  • Facilitate and play a lead role in a continuous improvement culture and apply best in class practices to optimise ensure a best-in-class and consistent employee experience in our offices, focusing on employee safety and organisation security.
  • Regularly review and implement and contribute to your team’s Engineering and Operations standards when creating solutions. Actively participate in the solutions being created by your wider team.
  • Grow your knowledge of IT systems and networks, digital communications, including A/V, hardware and software, and office environment best practices.
  • Assess new solutions and approaches using a data driven approach and play a lead role in their adoption
  • Proactively seek opportunities to share and celebrate what you’ve learned through internal tech talks, blogging and external events.

   

  In addition to the above, the Senior Operations Support Engineer will hold the following Technology Support. Digital Communications and AV Engineering, and Office Environments Support responsibilities

  Technology Support

  • Play a lead role in a team who are working to provide an outstanding experience to all Liberty IT employees through continuous maintenance and optimisation of software and hardware during Liberty IT normal working office hours.
  • Overview and be a subject matter expert all processes and practices across the full new hire process set-up, including device and desk setup, and associated tasks.
  • Act as an escalation point, respond and resolve requests and tickets in line with the organisation’s set standards and SLAs. Identify proactively where solutions can be implemented to resolve recurring issues and lead the development of these solutions. Ensure solutions are documented and shared to the wider team.

  Digital Communications and Audio-Visual Engineering

  • Manage on-site, hybrid, and remote events, through implementation, maintenance and support of AV and digital communications (Zoom, MS Teams) tools and technologies.
  • Act as an escalation point, respond and resolve requests and tickets in line with the organisation’s set standards and SLAs. Identify proactively where solutions can be implemented to resolve recurring issues and lead the development of these solutions. Ensure solutions are documented and shared to the wider team.
  • Overview and proactive maintain onsite Digital Communications and AV tools and technologies, and update relevant licences as required.

  Office Environment Support

  • Play a lead role in a team who are working to provide an outstanding office environment to all Liberty IT employees through reactive and proactive maintenance and optimisation of Liberty IT’s physical office space.
  • Overview and lead occupancy and space management through areas such as ensuring physical support of our events and room set-ups is provided (and advised on), managing capacity within the office space and actioning access pass requests.
  • Co-ordinate intra-office moves, as required.
  • Play a key role in achieving Liberty IT’s energy efficiency target through the identification and implementation of energy efficiency improvement initiatives.

   

  Essential Criteria

  • A minimum of five years’ experience in providing technical and maintenance support to large scale office environments, including supporting software, hardware, A/V technologies and the office environment.
  • Significant experience and exposure in the delivery of software, hardware and office environment projects.
  • Knowledge and experience in agile delivery practices.
  • Experience in identifying and contributing to continuous improvement initiatives to deliver high value solutions.
  • Experience in partnering closely with end-users to adopt a user co-creation approach in resolving issues and creating new solutions.
  • Current and valid industry recognised certifications.

   

  Desired Criteria:

  • Active participation in knowledge sharing activities, both within the team and with wider non-technical audiences.
  • Experience of building great solutions with a customer-centric approach and balancing technical decisions with user needs and commercial constraints.

   

  This position requires you to adopt an in-office working style and to work in-office.

  About Us

  **This position may have in-office requirements depending on candidate location.**

   

  At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That’s why we provide an environment focused on openness, inclusion, trust and respect. Here, you’ll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.   

   

  Liberty Mutual has proudly been recognized as a “Great Place to Work” by Great Place to Work® US for the past several years. We were also selected as one of the “100 Best Places to Work in IT” on IDG’s Insider Pro and Computerworld’s 2020 list. For many years running, we have been named by Forbes as one of America’s Best Employers for Women and one of America’s Best Employers for New Graduates—as well as one of America’s Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-equity-inclusion/

   

  We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits  

   

  Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran’s status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.