Hermes Parcelnet

  • Technical Support Engineer

    Town/City Morley
    Posted Date 2 months ago(16/03/2018 10:02)
    Job ID
    Number of Positions
  • Overview

    We are Hermes, the UK’s leading consumer delivery company handing over 270 million parcels per year with a 15% growth year on year for the last five years.


    We are embarking on a journey, utilising cutting edge technology to ultimately engage our customers at every touch point in their digital experience.


    As a team, we innovate and challenge the status quo to meet the needs of our broad and varied client base.

    We believe that every team member will play their part in achieving the goals of the team, department and company.  


    As an individual, you'll have the support to grow and progress your career. We are building a learning culture, where it's safe to fail, and failures seen as learning opportunities.


    We are establishing a team of skilled individuals with a passion for technology. 

    Working in a fast paced agile environment, using eXtreme programming and software craftsmanship principles to produce high-quality solutions at speed.


    Role Overview


    You will provide technical support services across a number of technical platforms as part of the Service Delivery function. You will give technical input to service delivery and provision technical input to project delivery


    Technical Support

    • Provide technical support to the IT service function.
    • Provide assurance to technical services provided by managed service providers.
    • Ensure that technical support provided by managed service providers is fit for purpose.
    • Provide support to the Technical Operations Manager.
    • The ability to install and configure network components, including switches, routers and firewalls
    • The ability to optimise the performance of network systems and services
    • The ability to monitor, test and adjust network systems and performance to meet accepted standards using diagnostic tools, analysers and other equipment
    • The ability to apply diagnostic tools and techniques to identify the causes of network performance issues
    • The ability to apply structured approaches to troubleshooting network issues and repair faults in hardware, software products and the network
    • The ability to undertake system upgrades to network hardware, software and operating systems
    • The ability to integrate network related software into an existing network environment
    • The ability to interpret written requirements and technical specifications for network activities and maintain accurate records of network maintenance activities
    • The ability to log and respond to network service calls and provide technical network support to end users as required
    • The ability to document work done in accordance with agreed procedures
    • The ability to operate within the parameters of service level agreements, standards and/or agreed response times


    Incident Management

    • Provide input to incident resolution as required
    • Take ownership of incident resolution as required



    • Provide detailed specifications to technical project requirements
    • Provide options for delivery of technical solutions



    • Provide input to project planning and delivery for IT infrastructure requirements
    • Co-ordinate the implementation of new IT infrastructure
    • Co-ordinate changes to the IT infrastruture
    • Ensure all changes to the IT infrastructure following Service management Processes


    • Windows XP/7/10
    • 2003/2008/2012 Server
    • Active Directory and Azure
    • Office 2007/2010/2013/office365
    • TCP/IP protocol and Windows infrastructure services (DHCP, WINS, DNS etc.)
    • Cisco CCNA or Network +
    • LAN/WAN and Wireless technologies
    • Remote access support including VPN and ADSL
    • Good Interpersonal skills
    • Knowledge of ITIL processes
    • Logical and creative thinking skills
    • Analytical and problem solving skills
    • A thorough and organised approach
    • Ability to work with a range of internal and external people
    • Ability to communicate effectively in a variety of situations
    • Maintain productive, professional and secure working environment
    • Understands the architecture of a typical business IT system, including hardware, OS, server, virtualisation, middleware and applications
    • Understands and responds to security threats, firewalls and vulnerabilities


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