L2 Operations Analyst - Shift
Place of work: On-site - Sheffield, UK/Duration: Permanent/Hours of work: Shift 24/7/365 - 4 days on and 4 days off - 2 days 6:00 AM-6:00 PM | 2 Nights 6:00 PM-6:00 AM.
About the Company and the Role:
Auxilion is an organisation that has been in business since 2012 and is part of the IT Alliance Group which commenced its operation in 1997. Our 500+ workforce is focused on Building Digital Thinking into your Business. To enable this, we have built our business around a number of Core services Consulting, Project & Programme Management Services, Managed Services and Digital Services, Modern Workplace and Technology Platforms.
The Operations Analyst role based in Sheffield will provide remote monitoring support of client infrastructure and be committed to developing their skills. This position works alongside the infrastructure support teams to provide analysis and out of hours hands for monitoring and incident resolution.
Position Responsibilities:
This role involves the following:
* Working in a 24x7 support environment the Operations Analysts focus on maintaining the healthy operation of our customer estates.
* Triaging of incidents and monitor events and initial resolution support ensuring that response and closure SLAs are met.
* Completing daily system health checks and monthly reviews.
* Perform out of hours changes and fixes.
* Server and appliance patching and maintenance tasks
* Out of hours major incident management.
* Diagnose and troubleshoot technical issues and escalating where required.
Skills & Experience:
Essential Skills:
* Ability to follow pre-defined processes and procedures
* Ability to fault find on a variety of windows and cloud technologies
* Good high-level understanding of infrastructure environments
* Good problem-solving skills
* Previous experience on a service desk/Operations centre
* Excellent written and verbal communication skills
* Sharp attention to detail
Desirable Skills:
* Experience administering/supporting the following:
Windows Server and desktop operating systems
Network devices
Office 365 and Azure
VMware/Hyper-v or any other virtualisation technology
Monitoring tools
* Prior experience in a 24 x 7 operations centre
* Prior experience with ServiceNOW/Any enterprise ticketing system
Business Competencies:
To succeed in this role, you'll need knowledge of utilising ITIL best practices as well as experience within an IT customer service environment.
* You would be required to demonstrate the following:
* Service-oriented behaviour and communication to internal and external customers.
* Ability to cope with pressures of peak workloads, short deadlines.
* Qualities: Integrity, timeline sensitive, goal oriented, motivated.
* Team player.
Our Company, Auxilion - About Us
* We believe in profitable growth for the long-term sustainability of the company, for the benefit of our people and our customers.
* We work for the benefit of our customers and their customers, with responsibility and care, with a view to a long-term relationship.
* We value our people, encourage quality, teamwork and development and we acknowledge performance.
* We continually look to do things differently; we optimise; we innovate; we embrace change.
* We are truthful and honest with ourselves and others; we fulfil our commitments on time and acknowledge and learn from our mistakes.
* We conduct ourselves in a professional manner that is integral to a leading services company.