Department / IT / Location / Southampton and site locations globally
Role Profile:
To provide excellent customer service while providing first line technical support via our help desk for a wide range of internal and external applications, operating systems and hardware whilst achieving agreed SLA’s.
Role Responsibilities:
- Working to provide day to day operational and back office support to all IT systems on site and remotely.
- Contribute to the ongoing development of all systems and processes related to the IT function.
- Provide seamless IT support to all users for desktops, laptops, tablets, servers, network equipment, telephone systems, printers and any other devices.
- Effectively coordinate and allocate hardware according to business and user needs, updating and maintaining the asset register accordingly.
- Manage the company server and network infrastructure.
- Resolve all incidents, problems and changes in line with service level expectations ensuring all end-users and stake-holders affected are kept up-to-date on status where necessary.
- Liaise with external support for line of business applications and services.
- Co-ordinate and perform hands on fixes to end user devices including installing and upgrading hardware and configuring systems and applications.
- Ensure site backups are completed, reviewed, documented and tested in line with best practice and Business Continuity Planning techniques and initiative.
- Ensure IT risks are minimised by adopting best-practice solutions and enforcing relevant policies.
- Complete any other ad-hoc tasks as directed by your line manager.
Required knowledge, skills and abilities:
- Relevant experience in core infrastructure and workplace solutions support in a multi-site manufacturing or service desk environment.
- Experience administering Active Directory, Group Policy & SCCM
- Ability to customise Windows 10 for image deployment via SCCM
- A deep understanding of Windows server 2016 roles and features, particularly failover clustering, network load balancing, RDS and remote app configuration, ADFS.
- Office 365 administration experience.
- Ability to administer Microsoft SQL Server.
- Experience with vmWare vSphere 6.0 or above.
- Experience with iSCSI SANs, EqualLogic
- Experience with advanced switch configurations, VLANs, LAGs, LLDP, etc
- Excellent TCP/IP networking skills with experience configuring routers and firewalls and managing WAN links and VPN configurations.
- Experience with Azure virtual machines and networking. AWS experience also beneficial.
- An ability to use Powershell for administration tasks or scripting.
- An understanding of WiFi infrastructure design and management, experience with Ubiquiti unifi preferred.
- Understanding of the ITIL Framework (Incident / Change / Problem Management procedures and best practice). - Technical knowledge and understanding of major technology areas, platforms, development processes and system lifecycles.
- A strong Customer service orientation / remote operating environment.
- Good phone skills and an ability to provide technical support over the phone.
- Good problem-solving skills and techniques.
- Ability to switch between tasks and multitask effectively during peak times.
- Any experience with Microsoft Dynamics NAV beneficial but not essential.
- Any experience with Microsoft SharePoint beneficial but not essential.
- MCSE (Microsoft Certified Systems Engineer)beneficial but not essential.
- MCP (Microsoft Certified Professional)beneficial but not essential.
Minimum required education and experience:
- A minimum of 3years’ experience in an ITinfrastructure support role