Senior Server Support Analyst (Wintel 3rd Line)
Issue Date: December 2015
Reporting to:Wintel Team Leader
Salary:Circa (depending on experience)
Benefits:23 days paid holiday (plus Bank Holidays), healthcare,
Location:Coventry Office
APSU Service Support
The APSU Service Support team provides support to both external and internal customers. The services cover the range of solutions offered by APSU and include Microsoft, VMware,Citrix, Cisco, IBM, HP and Linux. Customer support is telephone based with the occasional opportunity to take part in onsite engineering or consultancy.
Tasks
- Support and administration of Windows Server environments
- Diagnosis and resolution of wide range of Customer incidents using remote access tools (including Windows Server, Citrix, VMware, Network and Linux)
- Setup, support and administration ofCustomer and Internal backups
- Setup, support and administration of Customer and Internal Antivirus systems
- System upgrades and patching (WSUS for Windows, VMware Update Manager etc.)
- 3rd line support for Customer Incidents escalated by Servicedesk team
- Work effectively within a team environment offering mentoring and support to colleagues when required
- Review and improvement of APSU processes and procedures
- Review and improvement of server support solutions and services
- Undertake any other projects as defined by the Wintel Team Leader
The Person
- Possess excellent communication skills and a good telephone manner
- Possess positive working attitude
- Capable of dealing with technical and non-technical calls
- A self-starter providing an organised and analytical approach to tasks
- Excellent team player
Experience
Essential
- Citrix XenApp support experience (Citrix certification highly desirable)
- Extensive experience providing senior server support across the areas listed below
- MCSA/MCSE/MCITP (or extensive equivalent experience)
- Extensive Microsoft Exchange and SQL server support experience
- Extensive VMware vSphere 4 and/or 5 experience (VCP certification preferred)
- Extensive knowledge of Windows backup solutions (Symantec BackupExec, NetBackup, DoubleTake Backup)
- Extensive knowledge of Windows Antivirus solutions (Sophos, Symantec)
- Extensive experience with WSUS and system patching
- Storage Area Network administration and support (preferably IBM / NetApp)
Desirable
- Network support experience (CCNA certification desirable)
- Linux support experience
- Experience of a Service Desk or remote customer support role with knowledge of ITIL methodologies desirable
- Experience using network monitoring tools (eg. What’s Up Gold, Zenoss,PRTG, SNMPc)
- Windows scripting experience (VBScript, PowerShell etc.)