Ref: VR/01092R Infrastructure/Support Engineer London-Tottenham Court Road area Salary: £30-35k Due to internal promotion and departmental re-structure, the role for another Infrastructure Engineer has arisen. If you have experience or VMWare, Firewalls, wireless technologies and Citrix, if you know Macs even better! The successful candidate will become the fifth member of the Infrastructure team and part of an 18 strong IT department, supporting 800 users across the UK. The successful candidate will have a lot of day to day contact with all employees of the company helping to resolve a wide array of issues and problems as they crop up. Candidates must therefore be confident and personable. Purpose of the role Provide first contact support and assistance to business areas. In this role business incident, technical queries, 1st line help and support are provided and documented on the in-house incident system. Communicate IT system activity to the business when necessary providing regular timely updates. Key responsibilities 1. Ensure consistent deployment of user desktop tools according to agreed models. Provide advice and support to end-users in use of the tools. 2. Resolve IT incidents • Answer the Service desk telephone • Accept and assess the incidents raised • Progress incidents through to completion within service levels, resolving personally where possible and 3rdline support (supplier or external expertise) • Keep affected customer(s) updated with progress • Notify customer of any delay or possible delay to normal service 3. Report on 3rd party supplier performance, responses to incidents within service levels. 4. Manage incidents and incident recurrences (problems) to minimise their impact on the business and users, escalate recurrences of serious incidents for priority permanent resolution 5. Conduct risk analysis on incidents; escalating as appropriate quickly and efficiently 6. Provide out-of-hours when necessary. 7. Maintain hardware and software inventory, company telephone and email directories, groups and address books 8. Perform technology rollout support to infrastructure implementations 9. Perform user briefing and training as required on new infrastructure or package tools deployment 10. Any other task or activity as may be reasonably expected within this job role, as assigned by your manager. Key Competencies Technical skills • Data network skills and diagnostic tools • Palo Alto (preferred) Firewall administration skills • Telephony skills and diagnostic tools • Citrix • Windows skills • Printer/scanner/photocopier configuration and incident resolution skills • MS Office application configuration and user personal work tools usage expertise • Up to date data security knowledge • Ability to accurately risk assess each incident • Communication skills • Ability to document solutions • Sound understanding of change management principles and processes
Posted on: Tue, 16 Jul 2013 12:54:09 +0000
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