Key Responsibilities:

Manage the incoming requests and queries to the team, support operational IT systems and processes, help implement new and decommission old solutions

• Service BAU requests from ticket system to ensure a monthly 95% SLA target
• Monitoring systems uptime, performance and security, e.g. with Solarwinds and Splunk
• Help setup new campaigns and remove ones that have left, including web-filtering
• Provide 3rd Line testing and support for relevant IT systems infrastructure
• Assist in the migration from, consolidation of and/or decommission of legacy systems
• Keeping documentation of System builds and configuration up-to-date
• Shift pattern is likely, pending client requirements, e.g. late evening
• Out of hours work is expected, on-call support may be required

Qualifications:

• At least 3 years IT Desktop / 2^nd Line Support experience
• At least 1 years in Systems Infrastructure Support Role
• Strong troubleshooting, analytical and support skills
• Organised, efficient and able to prioritise tasks
• Strong communication skills in English, both verbal and written
• Be able to think ‘out of the box’, providing creative ideas and solutions
• Team player and driven by success, aiming for quality service
• Experience in a Call Centre environment or similar would be advantageous
• Total 10+ years of experience

Required IT Skills:

• Service Desk ticket management & ITIL processes (incident, change, problem, config)
• Experience with Windows Domain Services – AD Services, DHCP, DNS
• Knowledge of Windows Server 2012 - 2019 administration and support
• Knowledge of Web Filtering solutions – zScaler preferred
• Knowledge of System Monitoring and centralised logging, e.g. Solarwinds & Splunk
• Knowledge of MECM, WSUS or software deployment system
• Knowledge and experience of Role Based Access
• Good understanding of Thin Client Technologies including Citrix
• Good understanding of Azure and Cloud
• Knowledge of backup solutions
• Knowledge of patching and upgrade processes
• Computer related degree desirable