Job Specification: Infrastructure Analyst (50% work from home)
* Education Requirements - none specifically
* Experience Requirements - see below
* Industry - software
* Job Location - York
* Qualifications - Ideally Microsoft
* Responsibilities - see below
* Skills - 2nd to 3rd Line level (not advanced 3rd line)
* Work Hours - 37
Benefits:
* Certs & Training: ITIL V4 once passed probation. 1 week certified course
* Work from home/office: 50/50 (Can be 100% if you like)
* Holidays: 25
* Mental health days: 1 Wednesday per month allowed 1 hour extra during the day
* Pension: Contributory pension (5% employee – 4% employer)
* Parking: Yes if you're in office
* Social: Great team and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds)
* Notice period: 1 month
* PDP: everybody gets a personal dev plan on start date
* Learning and Development days: 12 days can be taken throughout the year
Other benefits:
* Fantastic work/life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout
* A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy
* Progression opportunities at every level from entry to senior management
* As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum.
* Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business
* Private medical insurance at a discounted rate
* Enhanced parental leave packages
* Flexible working options, including a £100 support package for your home working set up
* Fully-funded training programmes to help you to grow and progress via eLearning and in our high-tech training suite
* On-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well-equipped local gym facility, offering preferential rates to employees
* A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives
* Free parking on-site in our spacious car parks with electric car charging points available on-site
* A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment
Main Duties & Responsibilities
* Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when
* Participate in out of hours on call
* Providing excellent customer service via the telephone, ticketing system, email system and face to face
* Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external
* Develop, present and implement proposals to improve IT systems
* Adhere to change management
* Provide internal end-user support and training
* Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer
* Understand and adhere to the technical escalations
* Occasionally performing onsite low-level consultancy customer work as and when
* Understand, adhere to and promote IT security best practices
* Completing administrative tasks, acknowledging events, checking security logs, logging and progressing change requests and internal change
* Occasional infrastructure support and patching outside of core business
* Ongoing documentation of network, infrastructure and related
* To always be willing to carry out any other reasonable tasks
* Adhere to asset and access management policies and procedures
Required Skills
* Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc)
* Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met
* Ability to work on your own and as part of a team
* Strong attention to detail in logging/updating support tickets and technical documentation
* Excellent verbal and written communication skills
* Excellent customer service skills & problem-solving skills
* Assertive, confident, positive and professional manner
* High degree of multi-tasking
* Flexible and adaptable as the business demands
* Ability to work under pressure
* Must have a “can do” attitude at all times
* At least 5 years’ experience of working in a Service Desk environment
Desired Technical Knowledge
* Microsoft
o Windows Desktop OS
o Exchange
o Windows Server
o Active Directory/Group Policy
o SQL Server
o SCCM
o Office 365 Suite
o Licensing
o Intune
o Azure
o SharePoint
* VMWare
o vSphere ESX
o Horizon View
o Workspace One
o AirWatch
o vSAN
* Citrix VDI and Xen App
* Veeam Backup Enterprise Suite
* WatchGuard Firewall
* Kemp Load Balancers
* Experience of configuring new hardware and software
* Software and Operating Systems: implementation, patching, configuration changes, fault resolution
* Anti-malware strategies (Sophos / Symantec / McAfee / Trend / Mimecast)
* Infrastructure Security
* Networking (VLAN / DNS / DHCP / VPN / firewall configuration / routing / server builds / subnets / switch configuration)
* Large data volume storage solutions (DAS / NAS / SAN)
* Cloud Technologies (Azure / Amazon Workspaces / IBM BlueMix / vCloud Air)
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