Senior IT Support Engineer

Job Description

Job Title: Senior IT Support EngineerLocation: Norwich, NorfolkSalary: £45,000Hours of Work: The core hours are Monday to Friday, 8.30am to 5.00pm - Working outside of these hours will be required to provide on-going support - hours to be agreedJob Type: PermanentJob Reference: KT10224Our client is a world leading organisation employing some 35,000 associates. Your role will be supporting the site in Norwich and cover other UK sites as required.PRINCIPAL TASKS OF JOB / CORE RESPONSIBILITIES:

• To take direct responsibility for all aspects of the day-to-day IT support of the local site, providing break/fix of hardware as required to maintain operations
• To integrate within the business, to establish a visible presence and become the "Go To" on-site expert for IT Support
• To be aligned with the business priorities, to communicate clearly and to be as responsive as required to provide rapid resolution of issues
• To establish a constructive, impactful and collaborative relationship with colleagues, customers and specialist teams in other sites to attain successful, visible support function
• To understand all IT components required for business operation and the functions they support, to have a "can do" attitude and to carry out real-time interventions inside the operational areas
• To operate the IT ticketing system, promote its use, ensure support tickets are raised, understand how resolution is measured, the agreed KPIs and deliver resolution to those KPIs
• A hands-on common-sense approach and strong technical capability to perform the following functions:

Support

• Client, Server, Network, Telephone and Peripherals within agreed KPIs
• Critical Applications/Drivers/Tools/Approved Applications
• Effect Disaster Recovery Plans (Site/Service)
• Spares management (Switches, Wi-Fi Access Points, PCs, Monitors, Printers, RF Guns, Barcode Readers, Telephones)
• Client Imaging (WDS)
• Engagement with follow up of other support teams/3rd Parties as appropriate/required

Change

• Provide IT solutions to support operational requirements (sometimes Ad-Hoc)
• Patching Network ports (Switch/VLAN configuration knowledge)
• Installing Servers, PCs, Printers, RF Guns, Barcode Readers, Switches, Access Points
• Installing Critical Applications/Drivers/Tools/Approved Applications

Maintenance

• Work-flow management/ticketing system/Documentation
• Tidy & Clearly Labelled IT infrastructure Inc. Storage areas
• Security Access Review
• Security/Patches/Updates
• Critical Applications/Drivers/Tools/Approved Applications
• Build Images (WDS)
• Event Logs
• Capacity: Performance, Disk space
• Backup
• Asset Management
• AD, Antivirus
• Share work status with the assigned project manager

General

• To provide support outside the core office hours as required to continue business operation in alignment with the bustiness priorities
• To travel to other company sites, customers or other locations (possibly outside UK) as required
• To provide cover and help support other UK sites as required
• Help identification of real issues behind incidents raised by internal and external customers
• To manage own development and those of your team members adopting a culture of continuous improvement
• Acts with customer in mind
• Seeks and uses feedback to improve service

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.Essential Platform Knowledge

• Microsoft Windows 10
• Microsoft Windows Server 2012/2016
• Active Directory/NTFS Permissions
• Security Policies Local/Domain & Group Policies
• Client/Server - Board Level Hardware configuration/support
• Network Hardware configuration/support
• Networking Protocols and Procedures (TCP/IP, VLAN, Routing, LACP, DHCP, DNS, VPN etc.)
• Data Backup Methods/Routines
• Microsoft Office 365
• Advanced Data Storage (RAID Etc)
• Cisco ICND (Routers, Switches, Access Points, WLCs etc)
• End User Hardware (Printers, Scanners, webcams etc)
• Microsoft Windows PowerShell
• Driver and Patch Management
• UPS Management

Essential Application Knowledge

• Microsoft Office
• Microsoft and Other Software Licensing compliance
• Enterprise level AntiVirus
• Putty

Desirable Knowledge

• Microsoft IIS Server (7/8)
• Microsoft SQL Server 2016/2017 Administration
• Storage Area NetworksNetwork Attached Storage
• Linux (Any Version)
• Mitel HX Phone Systems
• Tape Libraries
• RF / Wi-Fi Wireless handheld computers Inc. Barcode Readers
• Windows Deployment Services
• VB Scripting
• Windows Server Update Services
• Encryption and Certificate Management and Best Practices
• PF-Sense
• Commvault
• Citrix
• Telnet CE
• Microsoft Hyper-V
• VMWare ESX
• Nagios

Primary Accountabilities

• Local site infrastructure lead delivering all aspects of on-site IT support
• Ensuring the continuation and security of all IT services
• Enable all business activities to function uninterrupted
• Establish a Visible IT support presence, integrate within the Business, align priorities and communicate clearly
• Liaison with UK IT Team and specialist teams in other sites
• Hands-on, common-sense approach, strong technical capability, delivering decisive results with responsiveness, rapid resolution and a "can do" attitude.
• Maintenance, backup and recovery of all IT services.

Although the core working hours are 8.30am to 5.30pm, the role requires that the candidate is contactable outside of these hours as site operations and customers use our systems 24 hours in some case. Occasional interventions and attendance on site to resolveissues, as/when they occur, and outside of these core hours is also a requirement.If you are looking for your next role in this friendly and busy team, please apply now.Wilde Associates is working in the capacity of an Employment Business in respect of this role