3rd Line / Infrastructure Engineer REF: 918

3rd Line abilities across the Microsoft and Virtualised stack

Contact number: 0113 299 0570

Holiday: 25 days holiday rising to 28 days plus bank hols

Additional Benefits:

Pension 6% and Flexi working

Region: West Yorkshire

Description

Job Purpose:

Provide a high level of service support and maintain the systems and infrastructure, with the responsibility of identifying and implementing new developments, which are aligned with the organisation’s strategy.

Project:

This major transport organisation, based in North Leeds, are looking for an Infrastructure Engineer that is comfortable supporting all BAU areas of the IT domain. You will also enjoy fast-paced environments and working on time specific projects. The organisation is re-engineering their physical IT estate; which will include an upgrade to their IT facilities, which given time, will also include an all new SMART platform / IOT (internet of things) environment. This will be a challenging, yet exciting role, within a secure, structured environment covering an array of technologies.

Principal Duties and Responsibilities:

• Deliver systems and requirements in-line with the IS strategy and the key strategic objectives.
• Serve as a resource and technical expert to the Head of Information Systems and the wider business.
• Assist in the training of department members, end users and new employees.
• Develop and update documents pertaining to system or software procedures, requirements and changes.
• Perform maintenance and backup functions for key systems. Resolving issues of diverse scope by reviewing and analysing identifiable factors.
• Collaborate with the IS department and key end users by conducting requirement and needs analysis.
• Conduct testing of systems when required, to ensure efficiency and accuracy, using the appropriate software tools.
• Implement and maintain system security and data confidentiality, integrity and availability across the network.
• Design, develop, modify, and maintain infrastructure solutions ensuring that the highest level of availability is always achieved.
• Administer, maintain, develop and implement policies and procedures for ensuring the security and integrity of critical systems and issues related to applications support and availability.
• Work with other department members to facilitate the sharing of information between various departments and systems.
• Work with other systems analysts in the design, development and modification of enterprise solutions.
• Analyze and assess business needs and deliver solutions to address those needs while optimising performance and scalability.
• Provide accurate and timely resolutions to challenging technical problems while representing the team in a positive, professional manner.
• Provide support to users during normal business hours and when required in accordance with the on-call rota.
• Provide support by both telephone and user visits where appropriate to ensure quick resolution of software and hardware problems, in line with department SLA’s.
• Install, configure, support, troubleshoot and document all areas of the infrastructure.
• Troubleshoot hardware and software problems for all supported platforms within the business.
• Test, install and configure new hardware and software solutions.
• Log all calls into the service desk application to ensure that statistics and analysis of all calls can be made.
• Assess and advise the Head of Information Systems on the potential benefit to the organisation, of specific system hardware or software developments or products.
• Ensure that users are kept informed of the status of any outstanding calls.
• Carry out project management, through its entirety, of new and existing system implementations and upgrades.
• Carry out ‘ad-hoc’ tasks when requested to assist with the security and smooth running of IT systems and to ensure a high level of support for users.
• Contribute to and perform according to the required business and departmental standards.
• Perform system checks in line with procedures set.
• Maintain department inventory and equipment specification files. To maintain error logging of system faults and liaises with users and suppliers to resolve faults.
• Assist with the production of departmental reports on a regular basis.
• Liaise with suppliers and contractors for supply of equipment and services, ensuring that the control of cost base is taken into consideration.
• Be offered the opportunity to provide a callout service (on a 1 in 5 rota basis) for operational systems outside of normal working hours. This option will be remunerated in yearly salary.
• Provide weekly reviews of work completed, work in progress and planned work to the Head of Information Systems and member of the department.
• To undertake training as deemed appropriate within the department and through liaison with the Head of Information Systems.
• Provide critical and key system support and maintenance for operational systems outside of normal working hours.
• Any other tasks as requested by Head of Information Systems.

SKILLS: Required

• Proven background working as a 2nd/3rd Line Support Analyst within a Service Desk environment.
• Excellent technical knowledge and experience of supporting Windows Operating Systems and Microsoft Office Software.
• Good working knowledge of Microsoft Windows Server and Active Directory Network Services (Inc., but not limited to TCP/IP, DNS, Group Policy, and DHCP).
• Good working knowledge of Microsoft Exchange.
• Sound awareness of cyber risk and the importance of security hardening to safeguard business systems.
• Customer focused, with experience of providing advice and guidance to customers over the telephone, e-mail and Internet with a proven track record of service delivery.
• Organised and methodical, with the ability to work to targets and goals unsupervised.
• Enthusiastic, self-motivated team player with the ability to work within a demanding environment and be able to demonstrate a logical approach to problem solving.
• Patience and ability to remain calm under pressure, whilst showing initiative at all times and an ability to apply a lateral thought process to problem resolution.
• Azure and Office365.
• SQL Server (Administration activities including: installation, performance tuning, security, analysis and reporting, backup and recovery).
• A sound working knowledge of IP Routing and VLAN configurations.
• Strong understanding of secure firewall configurations, including, but not limited to 2-factor SSL VPN’s and granular access policies.
• Good working knowledge of VMware, including monitoring, provisioning, housekeeping and troubleshooting activities to maintain a stable environment.
• Experience of delivering IT projects from inception to transition into production support.
• Experience of supporting and administrating a VMWare vSphere virtual environment.

EXPERIENCE: Required

• Proven 5+ years’ commercial support experience (Inc. 1st to 3rd line).
• 5+ years’ experience supporting Microsoft Exchange – 2010 (and onwards).
• 5+ years’ experience supporting a Microsoft Windows Server environment – 2008 (and onwards).
• 5+ years’ experience supporting Windows Active Directory and the associated services (Inc DHCP, DNS, Group Policy).
• 5+ years’ experience supporting Microsoft Windows Desktop Operating Systems and associated applications (i.e. MS Office).
• Flexible approach, able to cover on-call if agreed and willing to work out-of-normal working hours as necessary, and when requested by the Head of Information Systems. * On call and out of hours is an optional task and will be remunerated and reflected in yearly salary.
• 3+ years’ of experience with administrating Microsoft SQL Server.
• 3+ years’ experience supporting Microsoft Office SharePoint Services.
• 3+ years’ experience supporting and maintaining secure firewall configurations.
• Experience in the maintenance and repair of current IT equipment and systems.
• 3+ years’ experience supporting and maintaining network infrastructure services, including IP Routing and VLAN configurations.
• Experience of working to an ITIL framework.

OTHER Requirements:

• Comfortable discussing complex technical scenarios and solutions with varying customer skill levels.
• Excellent interpersonal communication skills.
• Excellent analytical and problem-solving skills.
• Organised and able to manage conflicting work priorities.

Professional appearance:

Car – to cover onsite support out-of-hours if and when required.

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