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Senior Transition Engineer

Commitment: Full Time

Location: Bridgend

Team: Technical

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Career Opportunity

The Senior Transition Engineer is the highest point of technical escalation within the Onboarding function, ensuring the quality of Onboarding activities for the entire function, ensuring that our Clients receive the best possible experience during their first interactions with ROCK.

The Senior Transition Engineer is responsible for a range of onboarding and transition related tasks, working with our new Clients to ensure the success of our very refined Onboarding process. This includes working with primary contacts at new clients to arrange the right levels of access to Client infrastructure, creating robust infrastructure and contextual documentation to ensure ROCK’s ability to successfully deliver high quality service to Clients once transitioned to a business-as-usual support position.

The Senior Transition Engineer also supports other Onboarding engineers within the function by providing day to day support where technical escalations are required, and by performing a range of quality assurance tasks to ensure ongoing learning and development of other members of the team.

Key Responsibilities:

  • Supporting the Onboarding Lead to ensure new clients have a smooth and successful transition to ROCK
  • Completing a range of preparatory onboarding tasks with new clients, including the deployment of our remote management and monitoring tools
  • Liaising with incumbent IT companies to gather important information required to onboard a client
  • Aiding other Onboarding Engineers onsite to build the relationship with ROCK and complete onsite tasks including photographing, asset tagging and documenting equipment/software used by the client
  • Updating our internal knowledge management systems with all information gathered from Onboarding activities whilst liaising with the client to gather all remaining critical information regarding their infrastructure
  • Completing post-Onboarding tasks including setting up GPOs, resetting passwords and following up on requests for missing information
  • Overseeing the Onboarding Team in the absence of the Onboarding Lead, deputising for coordination and scheduling tasks as required
  • Supporting other Onboarding Engineers and contributing to L&D plans through mentoring
  • Adhering to KPIs and OKRs, ensuring that Onboarding and transition activities are completed within SLA.

What We Look For

Qualifications or Functional Experience

  • A-level educated or equivalent
  • 3+ years in an IT Service Management role is essential. This role is equivalent to a Second Tier or higher Service Desk role
  • Experience of Infrastructure design or Project Implementation would be a distinct advantage
  • Experience of working within a Managed Service environment is desirable
  • Excellent writing and editing skills in English

System or Knowledge

  • IT/Computer literacy (particularly MS Word, Excel, OneNote, web-based systems)
  • Excellent general knowledge surrounding IT infrastructures and technologies to allow for effective conversations with Clients

Personal Attributes

  • Strong organisational skills and ability to manage complex workloads and multiple and shifting priorities
  • Resilient
  • Deadline orientated
  • High levels of drive and passion
  • Hard worker striving to always achieves the outcomes
  • Experience in working with senior management to manage delivery of timelines and outputs
  • Excellent time and workload management skills with strong focus on attention to detail
  • An excellent communicator with the ability to influence at a senior level
  • Confident, ambitious and energetic with a persuasive manner and the ability to use your initiative

​​​​Other Requirements

  • Work from our head office in Bridgend, as well as carrying out field work at client sites as part of Onboarding site audits.
  • All employees have a legal duty to take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions at work and to observe and follow the relevant systems, rules and methods of working.

Progression Path

Most of our employees progress within their first 12 - 18 months, but mileage may vary.

Benefits to Shout About

This is a fantastic opportunity to be an important part of ROCK. We are embarking on a five-year strategy which will be hugely rewarding for our people, and we want your help to do that.

Benefits are very competitive for this type of role, such as:

  • Working with our executive team and our CEO
  • Increased annual leave allowance for each year of service
  • Eligible for company yearly bonus & annual pay rise
  • Company pension
  • Huge opportunities to progress
  • Recreational games area
  • Free on-site car parking
  • Corporate discounts

Apply for the role

Do you have what it takes to be part of the winning team?

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