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Senior Technical Specialist IT Service

Hermes
Job LocationMorley, Leeds
EducationNot Mentioned
Salary£44,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job purpose Your core role and focus is all about maintaining the companies systems and infrastructure, ensuring reliability, availability, security, fitness for purpose and good performance. Ensure that a high level of system uptime is maintained with minimum disruption to the business and implementation of preventative measures to reduce any downtime.You will be accountable for:Technical Support – circa 50%

  • Level 3 support of IT technical issues and problem resolution
  • Providing assurance to technical services provided by 3rd party managed service providers (e.g. Richo Panasonic, 848 etc).
  • Ensure that technical support provided by managed service providers is fit for purpose as directed by Senior Infrastructure Manager.
    • Incident Management
  • Act as final point of internal escalation for incident resolution and provide input in to resolutions
  • Act as the gate keeper for internal service levels and improvements as direct by the Senior Infrastructure Manager
  • Act has Technical Lead when required for Major Incidents. (e.g. out of hours escalation owning immediate responses)
    • Project and programme influence
  • Provide detailed specifications to technical project requirements.
  • Seek proactive opportunities to make suggestions on delivery of technical solutions and capacity e.g. on business wide projects
  • Work with the architecture team and wider business stakeholders to implement architecture proposed solutions
    • Capacity
  • Monitor system capacity measures and report of current states such as availability, performance in line with required KPI’s for SMT visibility
  • Provide trend reporting to predict capacity requirements
  • Provide insight to incident root cause analysis by using a variety of different data
    • Project – circa 40%
  • Provide technical support to project planning and delivery for IT infrastructure requirements
  • Act as technical service lead to aid the implementation of new IT infrastructure
  • Ensure all changes to the IT infrastructure following Service management Processes & Industry best practices
    • Reporting – circa 10%
  • Conducting periodic reviews (weekly/monthly) with key stakeholders and management of 3rd party resources on system usage to develop planning, early indication of failures etc
  • Provide key dashboards that keep senior stakeholders and management updated on current performance and provide recommendations where appropriate
    • Knowledge & Experience:
  • Experience of working in business wide projects
  • Significant experience in a senior technical position
  • Significant experience using managed services
  • Significant experience working with project design and implementation as a technical expert
  • Significant previous experience working in a L3 service model
    • Technical & People Skills:
  • Desktop Windows 7/10
  • Office 2016/O365
  • 2008/2012/2016 Server
  • Active Directory
  • O365 Exchange environments
  • TCP/IP protocol and Windows infrastructure services (DHCP, WINS, DNS etc.)
  • Varying telephony design, implementation and support
  • LAN/WAN and Wireless technologies
  • Audio Visual design, implementation and support
  • Comms room experience, layout/patching
  • Remote access support including VPN and ADSL

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