Published: August 12, 2024
Location: 3rd Line abilities across the Microsoft and Virtualised stack
Contact number: 0113 299 0570
25 days holiday rising to 28 days plus bank holidays
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, is 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 optimizing 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 SLAs.
* 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 liaise with users and suppliers to resolve faults.
* Assist with the production of departmental reports on a regular basis.
* Liaise with suppliers and contractors for the supply of equipment and services, ensuring that the control of the 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 members 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 the 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 VPNs 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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