Infrastructure Support Expert

2 months ago

Glasgow, Glasgow City, United Kingdom NORR Full time

About NORR

NORR is an employee-owned global architecture and engineering firm with a multi-disciplinary team of 800 professionals active in 12 market sectors across Canada, the US, UK, and UAE. Our company culture is built on design thinking, which has been a cornerstone of our purpose for over 85 years. We strive to push the boundaries of what is possible to support people and the planet.

Job Summary

We are seeking an IT Systems and Support Analyst to join our dynamic global technology team. As a key member of our team, you will be responsible for maintaining, evolving, and transforming our company's technology ecosystem. This role will focus on our UK technology operations while partnering with our US and CA technology staff.

Key Responsibilities

  • Support the ongoing technology requirements, support, and vendor management, ensuring the deployment, standardization, and maintenance of client-side information technology solutions that meet and exceed Service Level Agreements (SLAs).
  • Support the entire UK IT environment, including liaising with UK staff on their IT needs, educating them on processes, technology, and cybersecurity awareness.
  • Participate in planning with Global IT management to identify and prioritize activities, ensuring a good understanding of problems and solutions, and providing options.
  • Act as an integrator of solutions, maintaining effective dialogue with all levels of staff, and liaising with hardware and software vendors for contract support or implementation of services globally.
  • Support and manage all technology solutions used within the UK region, responding to Service Requests via the Helpdesk tool, and acting as an expert resource within IT for delivery requirements.
  • Troubleshoot and resolve day-to-day tickets effectively and efficiently, assisting in the installation, deployment, troubleshooting, and management of desktops, laptops, tablets, mobile devices, software, peripherals, telephony, and various custom toolsets used by all staff.
  • Be responsible for onboarding new hire computer & telephone assignments and desk configuration, and manage and maintain asset inventory on an ongoing basis.

Requirements

  • WANs (MPLS, VPN, routers), LANs (switches, Wi-Fi), Windows Servers (physical & virtual Hyper-V), Storage (SAN, NAS), Voice (PBX), Backup (Commvault, Veritas, Azure), Exchange 2016, Multi-domain AD; Firewalls, Shell Scripting.
  • Technology Infrastructure responsibility within a multi-office, multi-country environment, with an understanding of IT infrastructure and various environments.
  • Registered with a relevant professional association, such as IT Certifications in ITIL, Microsoft, CISCO, and Project Management Professional.
  • Familiarity and adherence to General Data Protection Regulation (GDPR) principles and guidelines, with experience in implementing and maintaining GDPR compliance measures within IT operations.
  • Demonstrated understanding of data protection and privacy requirements in a multi-office, multi-country setting.

Preferred Qualifications

  • Minimum 3 to 7 years of experience, with prior experience working in IT Operations as a Service Desk/Help Desk support, Desk side support, or in a Global organization.
  • College Diploma or University Degree in Information Technology or equivalent experience.
  • Microsoft Cloud (Azure), M365 including Teams, Outlook, Office Apps, Windows Desktop Management and Endpoint Manager (Intune), Active Directory, Windows 10/11 OS, IOS, and Android OS.

NORR is an Equal Opportunity Employer

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