L2 Infrastructure Services Generalist Engineer

Aplicanţi: 12

 ideal candidate

• Good interpersonal skills, with the ability to communicate effectively and clearly to both IT and business staff
• Identify the work required and organise, facilitate and / or perform the work with only limited guidance from line management
• Good analytical skills, structured and methodical approach
• Highly organise, with the ability to plan ahead for short to medium term objectives
• Commitment to Quality Standards and continuous improvement
• Good knowledge of Microsoft technologies - up to Windows Server 20012, Exchange Server 2013, Windows 8 and Office 2013 / Office 365
• In depth knowledge of Networking / Backup and Virtualisation technologies
• Administration of Backup Solutions
• Administration of Citrix solutions
• Technical knowledge and exposure to Cisco, EMC, VMWare, Citrix, NetApp, Microsoft Server OS products, services, tools and processes
• Working experience with Microsoft and VMWare products in medium to large-sized companies
• Qualifications - 3 MCPs and the enthusiasm to continue development to achieve MCSE / MCITP within 6 months of joining
• Strong knowledge of the ITIL processes

 Job description

Deliver second line technical service to SCC service customers of “converged infrastructure” technologies (storage, compute and virtualization solutions), in line with business standards, processes and contract entitlement.

The 2nd Line Support Engineer is a client facing support role, providing excellent customer service, pro-active maintenance of anti-virus software and software/hardware package updates for client networks and infrastructure. This support function provides BAU support across the phone, via remote access and get involved in on-site visits where appropriate as part of project work.

The main roles and responsibilities of this position include:
• Ownership of support calls within the Event Management Tool
• Provide regular updates to both the customer and the Service Desk of open events
• Ensure effective and rapid response to Major Incidents
• Utilising experience and evolving technical ability to bring about resolution of technical issues and queries from customers relating to SCC Infrastructure portfolio
• Performing as an integral member of the Infrastructure Technical Support Team
• Management of information relating to customer incidents or service requests, and the effective communication of progress of such events, to customers, colleagues and 3rd parties
• Adherence to SCC processes and procedures
• To deal with customer requests in line with Service definitions and SLA’s
• Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager
• Effectively manage escalation to second line engineering colleagues
• Maintain an in-depth knowledge of industry standards relevant to the role
• Daily / Weekly / Monthly health checks and monitoring on a 24x7 basis of systems to ensure services with minimum downtime
• Review and update SCC’s internal knowledge base
• Setting up user accounts, permissions and passwords;
• Monitoring server usage;
• Ensuring the most cost-effective and efficient use of servers;
• Suggesting and providing IT solutions to business and management problems;
• Ensuring that all IT equipment complies with industry standards;
• Analysing and resolving faults, ranging from a major system crash to a forgotten password;