Mission-Critical Support Specialist

{"Job Title": "Senior IT Infrastructure Engineer", "Job Purpose": "To provide high-level technical support and maintain the organization’s IT infrastructure, ensuring the stability and security of our systems and data.", "Key Responsibilities": "- Deliver systems and requirements in-line with the organization’s strategy and key objectives.", "- Serve as a resource and technical expert to the Head of Information Systems and the wider business.", "- Assist in the training of department members, end users, and new employees.", "- Develop and update documents pertaining to system or software procedures, requirements, and changes.", "- Perform maintenance and backup functions for key systems, resolving issues of diverse scope by reviewing and analyzing identifiable factors.", "- Collaborate with the IS department and key end users by conducting requirement and needs analysis.", "- Conduct testing of systems when required, to ensure efficiency and accuracy, using the appropriate software tools.", "- Implement and maintain system security and data confidentiality, integrity, and availability across the network.", "- Design, develop, modify, and maintain infrastructure solutions ensuring that the highest level of availability is always achieved.", "- Administer, maintain, develop, and implement policies and procedures for ensuring the security and integrity of critical systems and issues related to applications support and availability.", "- Work with other department members to facilitate the sharing of information between various departments and systems.", "- Work with other systems analysts in the design, development, and modification of enterprise solutions.", "- Analyze and assess business needs and deliver solutions to address those needs while optimizing performance and scalability.", "- Provide accurate and timely resolutions to challenging technical problems while representing the team in a positive, professional manner.", "- Provide support to users during normal business hours and when required in accordance with the on-call rota.", "- Provide support by both telephone and user visits where appropriate to ensure quick resolution of software and hardware problems, in line with department SLAs.", "- Install, configure, support, troubleshoot, and document all areas of the infrastructure.", "- Troubleshoot hardware and software problems for all supported platforms within the business.", "- Test, install, and configure new hardware and software solutions.", "- Log all calls into the service desk application to ensure that statistics and analysis of all calls can be made.", "- Assess and advise the Head of Information Systems on the potential benefit to the organization of specific system hardware or software developments or products.", "- Ensure that users are kept informed of the status of any outstanding calls.", "- Carry out project management, through its entirety, of new and existing system implementations and upgrades.", "- Carry out 'ad-hoc' tasks when requested to assist with the security and smooth running of IT systems and to ensure a high level of support for users.", "- Contribute to and perform according to the required business and departmental standards.", "- Perform system checks in line with procedures set.", "- Maintain department inventory and equipment specification files. To maintain error logging of system faults and liaise with users and suppliers to resolve faults.", "- Assist with the production of departmental reports on a regular basis.", "- Liaise with suppliers and contractors for the supply of equipment and services, ensuring that the control of cost base is taken into consideration.", "- Be offered the opportunity to provide a callout service (on a 1 in 5 rota basis) for operational systems outside of normal working hours. This option will be remunerated in yearly salary.", "- Provide weekly reviews of work completed, work in progress, and planned work to the Head of Information Systems and member of the department.", "- To undertake training as deemed appropriate within the department and through liaison with the Head of Information Systems.", "- Provide critical and key system support and maintenance for operational systems outside of normal working hours.", "- Any other tasks as requested by the Head of Information Systems.", "Requirements": "- Proven background working as a 2nd/3rd Line Support Analyst within a Service Desk environment.", "- Excellent technical knowledge and experience of supporting Windows Operating Systems and Microsoft Office Software.", "- Good working knowledge of Microsoft Windows Server and Active Directory Network Services (Inc., but not limited to TCP/IP, DNS, Group Policy, and DHCP).", "- Good working knowledge of Microsoft Exchange.", "- Sound awareness of cyber risk and the importance of security hardening to safeguard business systems.", "- Customer-focused, with experience of providing advice and guidance to customers over the telephone, e-mail, and Internet with a proven track record of service delivery.", "- Organized and methodical, with the ability to work to targets and goals unsupervised.", "- Enthusiastic, self-motivated team player with the ability to work within a demanding environment and demonstrate a logical approach to problem solving.", "- Patience and ability to remain calm under pressure, whilst showing initiative at all times and an ability to apply a lateral thought process to problem resolution.", "- Azure and Office365.", "- SQL Server (Administration activities including: installation, performance tuning, security, analysis and reporting, backup and recovery).", "- A sound working knowledge of IP Routing and VLAN configurations.", "- Strong understanding of secure firewall configurations, including, but not limited to 2-factor SSL VPNs and granular access policies.", "- Good working knowledge of VMware, including monitoring, provisioning, housekeeping, and troubleshooting activities to maintain a stable environment.", "- Experience of delivering IT projects from inception to transition into production support.", "- Experience of supporting and administrating a VMware vSphere virtual environment.", "Experience": "- Proven 5+ years' commercial support experience (Inc. 1st to 3rd line).", "- 5+ years' experience supporting Microsoft Exchange and onwards).", "- 5+ years' experience supporting a Microsoft Windows Server environment and onwards).", "- 5+ years' experience supporting Windows Active Directory and the associated services (Inc DHCP, DNS, Group Policy).", "- 5+ years' experience supporting Microsoft Windows Desktop Operating Systems and associated applications (i.e. MS Office).", "- Flexible approach, able to cover on-call if agreed and willing to work out-of-normal working hours as necessary, and when requested by the Head of Information Systems.  * On-call and out of hours is an optional task and will be remunerated and reflected in yearly salary.", "- 3+ years' of experience with administrating Microsoft SQL Server.", "- 3+ years' experience supporting Microsoft Office SharePoint Services.", "- 3+ years' experience supporting and maintaining secure firewall configurations.", "- Experience in the maintenance and repair of current IT equipment and systems.", "- 3+ years' experience supporting and maintaining network infrastructure services, including IP Routing and VLAN configurations.", "- Experience of working to an ITIL framework.", "Other Requirements": "- Comfortable discussing complex technical scenarios and solutions with varying customer skill levels.", "- Excellent interpersonal communication skills.", "- Excellent analytical and problem-solving skills.", "- Organized and able to manage conflicting work priorities.", "- Professional appearance: Car – to cover onsite support out-of-hours if and when required."}