Role Overview
LOVEFiLM’s growth into digital subscription market has created the need for a 24/7 support function to ensure the stability and robustness of this critical service to our customers. The digital platform service is a key service in the LOVEFiLM portfolio with heavily increased investment planned for the next few years. The newly created Digital Support team will be of paramount importance in the support of this new service as it expands onto new platforms and devices.
We are looking for the best talent to join this leading IT services company and build their career with a market leader and true household name. The successful candidate will have a good knowledge of UNIX (Linux), Microsoft OS’s (XP, 7 2003 & 2008), change control processes, service desk experience, good working knowledge of hardware from Dell and HP (Blade technologies amongst others.
You must be able to combine your UNIX (Linux) system administration and Microsoft skills with a customer facing ability and be comfortable liaising with both technical and non-technical people at all levels. You will need to be flexible in your ability cover the Digital Support function during a rotating shift pattern over evenings and weekends.
Responsibilities & Activities
• Support & pro-active monitoring of LOVEFiLM’s digital service across multiple platforms & devices
• Monitor Service Desk queues ensuring SLA compliance for all Incidents
• Help in providing a centralised service desk with exceptional communication to the business
• Provide an extended support service to support IT Support & the System teams
• Ad hoc project work and support to help in delivery the IT road map
• Support the Systems team in the on-call support process
• Perform out of hours maintenance activities
• Perform security audits and checks
• Undertake any other responsibilities and duties as required by the Group IT Manager.
Essential Skills & Experience:
• Support experience in Service Desk environment
• UNIX (Linux), preferably SuSE and CentOS Linux
• A understanding of digital devices (PS3, Sony Bravia, Samsung)
• Redhat would be good.
• Service Desk software (Remedy)
• Microsoft Windows XP, 7, and Server 2003 & 2008
• ITIL knowledge (ITIL V3 Foundation Certificate in IT Service Management)
• Excellent troubleshooting skills, methodical & logical problem solving
• Excellent communication skills
• Pro-active and self-motivating
• HP hardware knowledge
• Ability to work solely and as part of a team
A understanding of digital devices (PS3, Sony Bravia, Samsung)
Preferred Skills & Experience:
• Experience and knowledge of Virtualisation techniques.
• MCSE/MCSA/MCITP-SA/MCITP-EA qualified
• Frontrange ITSM knowledge
• Experience with Nagios core, Op5 & Ganglia monitoring and alerting
• Experience working in a 24/7/365 environment
Key Competencies and Levels (Core, Advanced, Mastery)
• Problem solving/analysis – Advanced
• Understanding the environment – Advanced
• Communication – Advanced
• Influence/Impact – Core
• Team working – Core
• Embracing Change/adaptability – Core
• Drive/Initiative – Core
KPIs
• Ability to turnover daily tasks in an efficient and timely manor
• The uptime and availability of services in accordance with preset service level agreements (SLA)
• Quarterly PRP goals
The role is based in West London and we are offering a competitive salary
LOVEFiLM UK Ltd is an equal opportunities employer. Applicants must have a valid EU Passport or work permit. Please click here to apply.
