2nd Line Infrastructure Engineer – Some 3rd Line and Projects – Market Leading FS Client
Salary: Circa £19-25K plus very strong benefits and excellent working environment.
Position: 2nd Line Infrastructure Technician
Due to our impressive market position and continued success, an exciting opportunity has arisen for a 2nd Line Infrastructure Technician to join our existing team. This is an excellent opportunity for an existing IT professional who wants to gain further IT and business experience while developing their career with a leading financial services organisation.
The Role:
We are rapidly expanding and looking to recruit an experienced 2nd Line Infrastructure Technician to join our established team. Ideally, you should hold an IT/Computing qualification and be able to demonstrate a logical, methodical, and proactive approach to problem-solving.
You will have responsibility for the day-to-day end user IT support needs of the company and will need to use your technical expertise across a broad range of technologies. You'll need to be able to work well under pressure and have the ability to prioritise a busy workload.
Reports to: Infrastructure Manager
Hours of Work: 37.5 hours per week, with flexible hours dictated by the needs of the business. The successful applicant will work those hours necessary to successfully discharge the duties of the role.
Key Responsibilities:
1. Second line responsibility for the day-to-day end user IT support needs of the company.
2. Serves as the first point of escalation for First Line Infrastructure Technicians and is responsible for tickets assigned by such.
3. Provides technical expertise across a broad range of technologies.
4. Offers software/hardware support including for in-house applications.
5. Carries out more in-depth investigation of problems and root causes.
6. Liaises with Senior Second Line, Third Line Technicians, or Infrastructure Manager for escalations as necessary.
7. Responds to requests for technical assistance in person, via phone, helpdesk software, or email.
8. Offers advice to end users and first line technicians where necessary.
9. Follows help desk procedures and ticket handling procedures.
10. Logs all user interactions within helpdesk software.
11. Responsible for responding to any urgent tickets in unassigned when no first line technicians are available.
12. Stays current with business application and system information, changes, and updates.
13. Performs any other ad hoc tasks as required by the Infrastructure Manager.
Overview:
A presentable and highly organised individual, with keen attention to detail and a methodical approach to work, including a logical approach to problem-solving. An effective communicator, able to deal with colleagues and suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines, as well as the drive to expand their knowledge as appropriate.
Minimum Qualifications:
Must have a good level of competency for both Windows Client Server operating systems.
Skills & Knowledge:
Knowledge of SQL queries and ability to manipulate databases – UPDATE/DELETE/INSERT as a minimum, preferably CREATE/JOIN/filtering also.
Enterprise IT Knowledge including good level of competency in:
1. Active Directory
2. Group Policy
3. DHCP
4. DNS
5. Office 365 including PowerShell
6. Virtualisation
7. TCP/IP Networking – DNS, ping/traceroute, understanding of existence of VLANs/subnets etc.
Strong sense of pride and teamwork and willingness to aid in the success of the team.
Beneficial Skills:
1. Ability to construct SQL queries, write views, create stored procedures.
2. Knowledge of Microsoft Azure.
3. Knowledge of phone systems, especially Shoretel.
4. Any experience with SAN.
General Education:
1. GCSE IT (equivalent) or higher preferred.
2. Any IT industry qualification, MCSA / CCNA etc.
3. Further/Higher education qualifications.
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