Infrastructure Technical Specialist

2 weeks ago

Bristol, United Kingdom Arena Group Ltd Full time

**General Information**:

- City- Bristol- State/Province- Bristol- Country- United Kingdom- Department- Presales & Implementation- Date- Thursday, June 1, 2023- Working time- Full-time- Ref#- 20022685- Job Level- Specialist- Job Type- Experienced- Job Field- Presales & Implementation- Seniority Level- Associate**Description & Requirement**:
**About Xerox Holdings Corporation**Summary**:

- Technical Specialists play an integral role in providing a high quality IT support services to our customers.-
In addition to the above, Infrastructure Technical Specialists are expected to provide technical guidance, perform IT service requests, perform and approve IT change requests and be responsible for pro-active management of IT infrastructure through maintenance and monitoring. So they are able to perform the required function, it is essential an Infrastructure Technical Specialist has a high level ability to work on network infrastructure topology and support.- **Primary Responsibilities**:

- Provide level 3 support for key incidents and issues
- Provide problem management and technical analysis
- Maintain existing infrastructure systems
- Perform troubleshooting & root cause analysis documentation
- Proactively look to develop existing solutions to improve resiliency, availability, and performance
- Ensure that systems are patched and maintained in accordance with the clients and Xerox’s expectations
- Work with the Infrastructure & Platforms Manager to ensure that any risks to availability or performance are identified
- Work alongside and support Cloud and Virtualisation specialists to meet tight deadlines
- Attend Customer datacentre to carry out key maintenance tasks
- Work on long-term Training strategy for Technical Specialists
- Develop and Maintain Knowledge Base articles
- Raise Change Requests when necessary and represent change in CA

**General Responsibilities**:

- Actively chase suppliers or resolution groups for resolution to incidents or problems
- Maintain and monitor system and infrastructure performance across the stack
- Provide infrastructure forecasting reports to preempt performance / capacity bottlenecks
- Act as a technical Quality Assurance gate for design and project operational onboarding
- Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager
- Develop operational run books and knowledge base information
- Proactively work with the client as a part of an extended technical team
- Work as part of a team to implement/design new solutions
- Working with 3rd line resources across ITEC to resolve or escalate problems
- Act as an incident escalation point within in an ITIL Service Desk environment.
- Develop & document standards for automation standardization and optimisation in all service as part
- of best practice to optimise workflows and cost efficiency
- Identify new technologies with the Technical Design
- Authority that could contribute to the client’s technology roadmap
- Ensure infrastructure is secure and meets security guidelines
- Mentor team members on best practice
- Develop and maintain run books. Ensure configuration documents are up to date
- Ensure service processes for change, configuration and problem management are always adhered to
- Raise Change Requests and attend Change Advisory Board where needed
- Be professional and courteous to colleagues and the clients
- Visit datacentre and branch offices to perform site audits

**Required Experience**:

- A high-level understanding of IT and networks.
- Knowledge of desktop, server and printer, hardware and their components
- Knowledge of network devices and their roles
- At least seven years’ experience working in an IT support environment
- Proficient in the use and support of:

- Microsoft Office
- Microsoft Windows client
- Microsoft Windows Server
- Active Directory
- DNS, DHCP
- Microsoft Exchange
- Office 365
- Remote Desktop
- VMWare ESXi
- Server Clusters and SAN topology
- SonicWALL routers
- HP, Dell Server, SAN and network hardware
- Nimble SANs
- Excellent customer facing, communication, interpersonal and presentation skills
- Strong analytical, logical and troubleshooting skills
- Full clean driving licence

**Desired Experience**:

- Proficient in the use and support of:

- Microsoft Office
- Mac desktop OSX
- Citrix XenDesktop and XenServer
- Veeam
- Symantec Backup Exec
- Nimble SANs

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