3rd Line IT Server Engineer

Job Description

HOW YOU HELP DRIVE OUR STRATEGY AS OUR SENIOR IT ENGINEERAt Convergence our success over the last 20 years, comes from solid foundations which have been built and maintained by a resilient work ethic and drive for continuous improvement.We are who we are because of our people, and we are only as good as the peoplewe employ. We all contribute to the execution of our strategy by:

• Being focused and really putting the customer first and at the centre of everything we do.
• Being a product led business – continuously improving what we do to meet our strategic aim of providing our customers with ‘Connectivity as a service” (CaaS) underpinned by exceptional customer service.

WHAT’S IN IT FOR YOUOur commitment to you includes:

• A base salary of £40-55,000 per annum
• 25 days holiday + bank holidays, increasing with length of service (option to buy/sell)
• Enhanced family friendly leave and pay
• Enhanced pension scheme
• Private Medical Insurance (includes medical, mental health, optical & dental)
• Income Protection
• Life Assurance
• On call allowance (1 week in 3)
• Overtime rate (1.5x)

A DAY IN THE LIFE OF A 3RDLINE IT ENGINEERDay-to-day you’ll be accountable for:Delivering an outstanding internal and external customer service experience through effective IT case resolution and proactive communication:

• Manage requests from internal and external customers via ServiceNow and Access Control Systemportal requests, dealing professionally, accurately and courteously, resulting in a high level of customer satisfaction.
• Manage interactions with customers via ServiceNow, email and phone, dealing professionally, accurately and courteously, resulting in a high level of customer satisfaction.
• Ensure task progress and updates are timely and promises kept.

Ensuringthe availability and security of IT servers and applications and services:Resolve complex core IT infrastructure incidents including:

• Provide expert technical support to resolve IT faults, providing business hours support, and 24 x 7 on-call support for core IT platforms.
• Complete advanced troubleshooting steps to identify the fault, and implement changes to resolve the incident, respecting the change process.
• Work with vendor TACs to identify vendor specific issues, root cause, and resolution.

Upgrading or migrating existing infrastructure to new platforms due to capacity, end of life or support, or resilience including:

• Design, plan, build, test and release core IT platform changes in line with engineering standards.
• Produce or update low-level design which meet technical and service requirements.

Ensure the continuity and security of IT servers and server applications including:

• Completing business continuity tests in accordance with the IT business continuity calendar based on high risk and impact scenarios.
• Identify critical vulnerabilities to the IT infrastructure through regular monthly scans. Resolve critical vulnerabilities through a planned programme of upgrades.

Follow defined process to implement changes efficiently by:

• Follow the change request process to scope, plan and gain approval for complex changes, including CAB approval, ensuring risks are managed and changes can be safely made. Deliver changes in and out of hours.
• Manage a monthly change plan for the server infrastructure, implementing changes following the CAB change process, to minimise risk and impact.
• Act as the IT stakeholder for network changes impacting the IT Service platform such as core upgrades.

Follow IT policies and procedures, ensuring those that relate to core IT services are up to date.Provide senior technical support for IT tasks to the Engineering team:

• Provide a point of technical escalation to the engineering team, for relating to core IT platform (servers, core applications).
• Provide on-call cover for IT skills as part of the IT on-call rota (1 in 3).
• Empower other engineers by providing expertise and support in IT tasks, to help build up their skills to aid succession and mitigate single points of failure.

The tools you will use that you will need to be proficient in as our 3rd Line IT Engineer are:

• ServiceNow
  • Manage internal customer ticket requests
• Management Tools & Systems
  • Office365 and Sharepoint (Desktop applications)
  • Large scale network monitoring
  • Vulnerability Management T|ools
  • VMWare & Hyper-V (Virtualisation)
  • Virtual Shared Storage Systems
  • Network tools (RADIUS, TACACs)

THE SKILLS, QUALIFICATIONS & EXPERIENCE REQUIRED TO BE OUR 3RDLINE IT ENGINEERYou’ll really need to know your stuff, which means you’ll have:

• A good academic background
• Experience of working in a busy, customer-focused environment
• At least 5 years’ experience administering and implementing Windows server, client, and Linux operating systems.
• At least 5 years’ experience in implementing and operating cloud infrastructure.

You’ll need to have:

• Knowledge / Experience of Cloud technologies specifically Azure / O365 and virtualization specifically VMware.
• Knowledge of database management and implementation for Windows and Linux operating systems.
• Strong knowledge of virtualisation technologies such as VMWare & Hyper-V.
• Experience with system monitoring, management and backup systems.
• Intermediate knowledge of WAN, LAN and WLAN networking and security
• A cognitive score of 250 upon completion of PI Assessment supplied by The Predictive Index

BPSS, SC & other forms of security clearance are requiredABOUT THE ROLE:

• Full time - 37.5 hours per week
• Permanent
• Flexible cour hours (between 8am - 6pm)
• Hybrid working (min of 3 days in office after training period)