IT Systems engineer - 2nd and 3rd line - Major Enterprise level group 835

IT Systems engineer – 2nd and 3rd line – Major Enterprise level group 835

Location: Leeds city centre - Wellington Street, LS1 4AP

Education: Graduate or industry exposure

Qualification: MCSE and above or equivalent

Overview: The IT Systems Engineer provides 2nd line and 3rd line support of all Server, Network, Telephony Infrastructure, Desktop PCs, and Mobile Devices within the Company. This is a BAU and projects-based role with 2nd and 3rd Line duties. The mainstay of the role will be to help the senior engineer move from the group-wide domain into a standalone environment. Once this has been achieved, there will be various augmented based projects including Cloud and Automation.

KEY RESPONSIBILITIES:

1. Support the implementation of an all-new IT infrastructure that is required to physically separate from the existing Group infrastructure provider.
2. Support of the Telecoms, Server, and Network Infrastructure, ensuring the new solutions support the requirements of the business.
3. Responsible for updating documentation when changes are made.
4. Supporting the development and implementation of systems and service management frameworks required to manage and deliver all IT support and service requests to internal KPIs and internal and external SLAs.
5. Provide internal users and external clients with 2nd and 3rd line support maintaining a high degree of customer service for all support queries in accordance with the service management frameworks.
6. Proposing improvements to the IT systems and service management frameworks that would help improve the user’s experience of using the IT support service.
7. Ensuring the smooth running and reliability of the client systems, working closely with the wider development, QA, and Testing teams to deliver the best possible client service.
8. Assisting with responses to client and group security requirements and questionnaires as and when required.

ESSENTIAL SKILLS AND EXPERIENCE:

1. A strong and demonstrable working knowledge of hardware infrastructure including networking, switches and firewalls, telephony solutions, Cisco UCS servers, and Netapp SANs.
2. A strong and demonstrable knowledge of working with all key MS Infrastructure Technology platforms including Windows, VM WARE, and/or Hyper-V.
3. Experience of working within an IT Support and Service function that has delivered a performing, compliant, scalable, and cost-effective technology infrastructure.
4. Experience of working within an ISO27001 certified business and ITIL service management environments with structured change control process and procedures.

DESIRABLE SKILLS AND EXPERIENCE:

1. Experience of .Net development teams/frameworks and SQL server.
2. Experience of software configuration and troubleshooting.
3. Understanding of cloud hosting and cloud technologies for all future projects.
4. A Microsoft certification such as MCSE or MCITP.
5. Other industry standard qualifications.

PERSONAL QUALITIES:

1. Acts with integrity, due skill, care, and diligence at all times paying regard to the interests of customers and treating them fairly.
2. Results-oriented and can focus on specific targets and demonstrate target achievement.
3. The ability to be clear and focused on achieving the end result even when faced with repeated internal or external obstacles.
4. Ability to organise own time and prioritise workload.
5. Understands the clients' business and develops a partnership approach to problem resolution.
6. A team player, able to build collaborative and effective working relationships with clients and colleagues at all levels.