To help maintain the companies IT infrastructure, both on premise and cloud based. This includes support, design, management, implementation, and monitoring. To provide an escalation point within the support function.
Assist in the design of new systems to support business projects.
Job Context:
The role sites within the wider IT department in the Technical IT function, outside of the IT Service Desk and day to day support roles.
This role is responsible for the day-to-day management of all the companies network, collaboration and cloud systems and to assist in the management of all the company’s end point assets.
The role is not only re-active to incidents but is also very proactive in its development of all aspects of services, especially infrastructure, Networking and Microsoft cloud solutions.
Key Dimensions:
To support circa 600 UK based staff based across 17 regional offices
Cloud delivered services (Microsoft Azure)
Virtualised server estate in Microsoft Azure <10 Servers
Microsoft 365 Solutions
Key Accountabilities:
Maintain, Improve and Implement services including but not limited to:
Networking incl, WAN, Wi-Fi and VPN solutions
Teams / telephony
Video conferencing solutions and Exchange Online
To help maintain core systems, including but not limited to:
Microsoft Windows Servers
Microsoft Azure / 365 Services
Microsoft Intune, Sharepoint and Onedrive
Internal software support incl, Virtual Cabinet
To resolve incidents escalated by the Service desk and IT Technician within SLA
Training and mentoring the IT support team
Assist in the design of new services to deliver to the business.
Regular reporting for all systems, including network and service estates.
Assist with IT business continuity testing on a half yearly basis
To assist with the implementation of security controls when systems are reviewed
Ensure documentation is complete and updated when systems are implemented or updated
Relationships:
Major software partners e.g. HP, VMware, Microsoft
Service suppliers (data network, telecoms etc.)
Solution providers
Technical Consultants, Service Desk Technicians and Manager
Senior IT team, Business Analysts and project teams
All of the firms end users
Knowledge, Skills and Experience:
IT support best practise knowledge
Technical skills to support current environment
Problem solving techniques and capabilities
Communication, interpersonal & organisational skills are essential
Technical understanding of all supported services
Keeping up to date with technology undertaking training as necessary.
Organised and self-motivated
Knowledge/Experience of the following:
Microsoft Teams Calling
Microsoft Azure Services
Windows Server – all o/s
Veeam Backup software
zScaler ZIA and ZPA
Cisco/Meraki networking
Extensive Office365 and M365 knowledge
Microsoft Exchange server
Challenges:
Dealing with very complex issues
Limited internal escalation point
Working to tight timescales
Support a broad range of departments and services
Reduced technical skills of more junior members of the team
Infrastructure Engineer, Manchester (JR-1866)
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