JOB DESCRIPTION Job title: Senior System Administrator (Windows) Location: Reading / Edinburgh / North East Reporting to: Team Leader Job purpose: Responsible for 3 rd line technical support to external clients & internal employees, assisting them with managed server operating system, application and hardware problems with a focus on Windows platforms. Provide final point of escalation for the team of Technical Support Engineers. Key Responsibilities: tab-stops:list&32"> Pro-actively look to improve customer technical services; suggest and implement such improvements both in a process format and via hardware/ software improvements. tab-stops:list&32"> Develop new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability. Train technical staff in how to use new software and hardware developed and/or acquired. tab-stops:list&32"> Provide support for implementation, troubleshooting and maintenance for Pulsant’s supported portfolio of Operating Systems and Applications. tab-stops:list&32"> Acts as a subject matter expert in the area of system administration for complex Operating Systems. tab-stops:list&32"> Co -operate and work closely with all members of the support team to ensure efficient, productive and high quality technical support and customer service to customers. tab-stops:list&32"> Escalate and liaise with vendors, suppliers or partners where necessary tab-stops:list&32"> Responsible for proactive updating of customer and resolution to service monitoring alerts to completion. tab-stops:list&32"> Follow escalation processes; tickets to support management and other respective teams as required. tab-stops:list&32"> Ensure that incidents are fixed to completion within defined SLA’s and OLA’s. tab-stops:list&32"> Support and mentor colleagues within the support team and wider Pulsant business tab-stops:list&32"> Documentation of incidents for inclusion and updates within the internal Known Error Database (KEDB) and for the customer facing Knowledgebase. tab-stops:list&32"> Through documentation and training, provide the platform for consistent support of systems within your field of expert knowledge. tab-stops:list&32"> Manage categories and prioritise all 3 rd line tickets. These include problems, queries and requests regarding Pulsant services as well as internal support functions. Work with Pre-Sales and technical architects on new Pulsant initiatives, supporting the creation of these and ensure training of teams within the support function. Feedback and work with the Client Management team in respect to Pulsants existing customer base. tab-stops:list&32"> Assist with provisioning and project work when required including (but not exclusive to) product evaluations, development of internal and customer training material, development of new Pulsant services and improvement of support processes. Project work with infrastructure teams to transform their designs into production environments ready for customer use. Special Conditions: tab-stops:list&32"> This role may require occasional customer and Pulsant site visits. tab-stops:list&32"> Monday to Sunday out of hours and on call working where necessary. -18.0pt;tab-stops:list&32"> PERSON SPECIFICATION Education & Qualifications Essential Minimum Degree level or equivalent in IT, Computer Science or similar discipline (Vendor certifications would be a distinct advantage) / proven equivalent working experience. Minimum GCSE level, or equivalent, in English. Desirable ITIL Foundation Certification or working towards. Microsoft Certified Professional qualifications, particularly Windows Server and/or Cloud Platform focused. Full UK Driving Licence. Experience Essential Extensive experience as Senior System Administrator, or similar, providing server OS support (Microsoft Windows), Web platform support and Networking. Vast amount of experience with s upporting large, shared infrastructure environments (Cloud hosting ideally). Vast amount of experience with Troubleshooting Enterprise hardware, including storage systems. Desirable Extensive technical phone support experience of working within a technical support team environment with 500 users. Experience with HyperVisor (VMware Vsphere in particular). Experience with HP Server and Blade based systems. Experience with Advanced Networking (e.g. firewalling, routing, switching technologies). Experience Citrix XenApp. Competencies & skills Essential An enthusiastic, driven, committed and flexible approach to work. Solutions driven, confident and friendly approach in dealing with customers. Natural initiative and pro-activeness to their method of working. Be open to new ideas and have a positive outlook. Demonstrate value of and delivery of high quality customer care with their approach to communication. Excellent standard of written and spoken English. Must be a team player but also able to work on own initiative with minimum supervision. High degree of commercial acumen. High degree of accuracy and attention to detail. Ability to work well to deadlines and under pressure. Ability to think logically. A good memory of how software and operating systems work. Good problem solving skills. Keen interest in, and passionate about IT. Desirable Knowledge Essential Excellent knowledge of Windows hosting and commonly used server applications – including but not limited to Active Directory, IIS, MS Exchange and MS SQL, Skype/Lync Good technical knowledge of Microsoft SQL Server and Microsoft exchange. Good knowledge of Internet Information Services and Active Directory domains. Good understanding of relational databases and Highly Available/DR configurations. Good technical knowledge of DNS, Email, FTP and Web-servers and general system administration. Desirable Good technical knowledge of Sharepoint server e.g. Lync, Skype. Good technical knowledge of Citrix XenApp environments. Good understanding of Private and Public Cloud Technologies including Microsoft Azure. Good technical knowledge of Windows Hyper-V.