Overview

Role: Permanent

Security Clearance: SC

CV Deadline: 08/10

Interview Process: TBC

Location: Remote, UK

Description

This role supports Customer, Internal and Developer IT systems, covering infrastructure and cloud platforms working with project and support teams.

Responsible for the resolution of Incidents and Major Incidents escalated from the Service Desk within agreed SLA’s. Work closely with the Problem Manager(s) in identifying and resolving the root cause of incidents, providing permanent solutions or acceptable work arounds.

This is a hands- on role; therefore, provide expert hands-on resolution across multiple customer platforms with a variety of technologies spanning On Premise, Private and Public Cloud hosting.

Technical Skills / Essential

• Microsoft Azure, IaaS, PaaS and Identity management (EntraID)
• Windows Server 2012 R2, 2016, 2019 and 2022 based systems including DNS, DHCP, IIS, NPS, RDS, DFS, GPO
• Active Directory with multiple forests and forests with multiple domains
• Troubleshoot basic problems in MS SQL
• Office 365 tenant setup and configuration to best practise
• Virtualisation Technologies (VMware, Hyper-V)
• SAN and Clustering technologies (Dell and HP SANs)
• Resilient systems, both locally and geographically
• Microsoft System Centre (SCOM)
• Backup Technologies (E.g Veeam, DPM, Commvault)
• Infrastructure as code implementations (Terraform, Bicep)
• Be able to manage basic firewalling such as Fortigate and Sophos
• Write technical changes and implement where required
• Experience with scripting technologies for automation such as PowerShell
• Familiarity with a variety of compliance and security frameworks

Main Duties

• Ensures that all requests for support are dealt with according to set standards and procedures.
• Diagnoses incidents according to agreed procedures. Investigates root cause of incidents and seeks resolution.
• Escalates unresolved incidents prior to SLA failure.
• Makes a significant contribution to the investigation, diagnosis and resolution of issues classed as Problems.
• Responsible for supporting IT services to a high standard ensuring data security, availability and integrity of business data.
• Uses management tools to quickly identify and resolve issues.
• Uses initiative to solve problems in a systematic, disciplined and analytical manner
• Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
• Strictly following the agreed change control procedures, Implements agreed changes in relation to Incidents and Requests.
• Drafts and maintains procedures and documentation for support, including Knowledge Articles for customers and analysts.
• Works closely with Projects teams ensure the support documentation is in line with the business expectations.
• Works closely with the Projects and Operations team to ensure support is handed over in a controlled way.
• Monitors for, and acts upon, Incidents escalated through the ITSM toolset. Ensures that their written communication being stored in the ITSM toolset is both informative and professional.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Support colleagues in the Service Desk to make sure that reported issues are resolved within SLA’s.
• Strictly following the agreed change control procedures, Implements agreed changes in relation to Incidents and Requests.
• Assist the Service Desk with Incidents that have been escalated incorrectly by informing and supporting them in a collaborative way to assist in resolving incidents.
• Manages their individual call queue within the ITSM toolset and assist the team with other queues where required.
• Liaise with support teams and third party providers on the resolution of tickets.
• Perform physical activities on-site where necessary (for example, Tape Rotations, Cable patching, replacing hardware components).
• To perform any task deemed necessary by the line management in order to maintain smooth running of support.
• Able to remain calm and professional, working in a controlled manner in high pressure situations.
• Act as a role model for customer service displaying the core values
• Receive and handle technical customer tickets and resolve them in a timely and accurate manner, escalating where necessary.
• Demonstrate timely, accurate and professional, verbal and written, communication skills.
• Adhere to and promote policies and procedures.
• Encourage others to focus on the customer, identifying potential improvements to service.