IT Telecoms 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 improve quality of life, by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job

• To resolve faults, fulfil service requests and to deliver IT Telecoms services 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 telephones 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 Service Delivery 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:

• Proven, excellent organisational and administration skills.
• Knowledge of Intune.
• Proven, good Server Administration (Ideal but not essential).
• Knowledge of mobile technology such as iOS, Android.
• Ability to present alternative concepts for the delivery of services in order to speed up the process.
• Experience with Office 365, including creation of mailboxes, setting permissions, etc.
• Proven, strong communication skills, written and oral.
• Ability to present and train users on telecoms technologies that are provided.
• Ability to deal with staff at all levels.
• ITIL aware or preferably ITIL Foundation V4 accredited.
• Proven, excellent fault diagnosis, troubleshooting skills and the ability to proactively review incidents to identify trends.
• Issue management and resolution skills.
• Ability to prioritise and manage workloads.
• Ability to work under pressure and take responsibility for major issues.
• Ability to liaise with suppliers who provide third party support to systems to seek resolution to problems.

About the location

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, coastal areas and the Isle of Wight.

Working pattern

Working an average of 37 hours per week over 5 days.

Office hours, Monday - Friday.

Out of hours as needed.

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.
• Large range of exclusive retail offers.
• Excellent pension scheme.

We all belong at SWR. FirstGroup's 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.

If you require additional support to complete your application due to a disability or neurodivergent condition, we encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.