Service Desk Network Engineer

Provide Level 4 network support for OpNET from the Service Desk located in Service Operations.
- Support the network related elements for the OpNET technology components such as proxy functions, security functions, federation functions and protocol translation functions.
- Understand the designed hardware and software architecture elements of the service.
- Simulate issues for resolution in test environments to prove support issues and to demonstrate successful issue resolution.
- Understand and support the automation of the components of the design and indicate how they can be delivered by the orchestration technology.
- Identify capability gaps in existing architectures and recommend changes or enhancements in line with Agile and continuous improvement methodology to support ongoing support.
- Make use of exceptional communication skills to handle diverse and adverse audiences
- Use strong critical thinking and analytical skills to solve problems and propose new ideas.
- Management of bearer networks and associated SLAs to ensure availability of UK MOD Deployed Network Services Globally across multiple time zones.
- Overall accountability for the effective resolution of all incidents and services requests assigned to the team.
- Engagement with CyISOCs and GOSCC teams, providing OpNET guidance and support where required.
- Responsible for support of network availability, health, security and oversee provisioning and support to OpNET Demand Users using existing automation and orchestration techniques.
- Work with the L3/4 Resolver Groups or independently to provide prioritised remediation plans to network integrity, availability and security assessments.
- Will be based at MOD Corsham.
- The role will work Standard Working Hours which means between 0800 and 1700 Monday to Friday (except public holidays) to support all incidents, problems, defect diagnostics and changes on OpNET.

**Required (minimum)**:

- Hold current DV clearance.
- Current experience of working within a Level 3 IT service desk / help desk environment.
- Extensive Wintel administration and implementation experience, including Microsoft Windows Server OS, Windows 10, and related technologies - Exchange, Office 2016, O365, Skype, SharePoint, SQL, ADFS, AD, DNS, PKI, VMware, Virtual Desktop Infrastructure (VDI),SolarWinds.
- Manage backup and (disaster) service recovery.
- Network troubleshooting, TCP/IP and general WAN/ LAN troubleshooting experience.
- Able to assemble and manage DHCP and DNS and fix issues related to them.
- Extensive understanding of AD, SCCM, SMTP, SCOM, DNS, PKI, AV, SQL & RDS.
- Experience in administering a VMware infrastructure including HA, DRS and ideally SRM.
- Excellent troubleshooting and problem-solving skills.
- Demonstrate excellent communication skills, written & verbal.
- Strong organisation and planning skills with exposure to matrix management.
- Knowledge and recent experience of service management process and practices, specifically Incident, Knowledge, Problem and Change Management processes.
- Formal Service Management qualification, ITIL v3 Foundation.
- Familiar and competent with office automation tools, including Remedy as the Defence Digital-mandated ITSM tool.

**Desirable**:

- Experience of deployed Operational Service Management (OSM).
- Experience of working on multi-mission domains using deployed military CIS.
- Formal qualifications in project management preferably PRINCE2 and Agile.
- Experience with the development, introduction and use of Service Level Agreements.
- Experience of MS PowerShell CLI and SCCM administration, packaging and deployment.