Infrastructure Support Analyst 2nd Line Support

3 weeks ago

Wolverhampton, United Kingdom OneSavings Bank Plc Full time

OSB Group is a leading specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of fundingis provided by sophisticated securitisation platforms. OSB's unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

In this role, you will have the opportunity to become an SME within your field. You would be responsible for restoring operational service within appropriate service level for all incidents and be comfortable supporting maintenance requests. This role holderwould be expected to document implementation plans for all changes within the remit of their technology tower and be a key member of the team that is responsible for the stability within their technologies.

Reporting to the Server and Systems Team Lead, you will work across windows server 20012-2019 in a windows multi domain environment, working with Exchange online, Exchange 2016 on-premise, administration of M365 - endpoint manager and Azure AD, you willwork with Dell & HP hardware across multiple UK and India locations.

Your responsibilities will include
- Ensure that systems / services are provided at an optimum performance levels that meet agreed SLAs
- Providing first point triage for incident tickets, ensuring appropriate knowledge is captured and shared.
- Provide first line support for the Infrastructure
- Log all support related tickets via ITIL compliant ITSM platform
- To recognize and escalate issues to team members and the line manager as appropriate
- Work with engineers and third parties on complex tasks and configurations
- Implement upgrades
- Maintain and update technical documentation
- Day to day monitoring of the infrastructure and associated components
- Carry out installations, upgrade, moves, maintenance and decommissioning of all servers
- Work at the direction of Engineers responsible for designing and implementing server and storage solutions.
- Ability to analyse/clarify incidents, gather supporting information, assess impact, and either resolve or escalate quickly and effectively.
- Provide out of hours support for major incidents as part of an on-call rota

We are looking for talented individuals who have the experience and knowledge set out below:

- Previous work experience in 2nd/3rd line Infrastructures Support skills, Active Directory and administration of Office 365
- Strong knowledge of / in Microsoft Operating Systems (2012 - 2019), MS Windows Servers and MS Exchange Servers and O365/M365
- Qualifications in or working towards Industry recognised certification within Azure, AWS, or Microsoft

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

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