2nd Line Network Engineer
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Role: 2nd Line Network Engineer.
Location: Basingstoke
Duration: 7 Months
Looking for an experienced 2nd Line Network Engineer to join our Shared Service Desk Team to provide support for HO Datacentre Computers on a 24/7 shift pattern.
Responsibilities:
Event Management - Monitor Notifications and Events generated by automated systems and act as required when particular events/notifications occur.
Incident Management -
1. Responsible for all incidents assigned to the Fujitsu managed Resolver Groups. All incidents for HO Datacentre Compute 2nd Line team shall be Reported, Recorded, Routed and Managed (RRR&M) through the IaaS-S Service Desk.
2. Will receive incidents/faults from other Resolver Groups, manage the resolution, keeping the Service Desk record updated in accordance with Work Instructions.
3. Will manage/resolve incidents with 3rd Line support, keeping the Service Desk record updated in accordance with WI.
4. As required, pass the details to 3rd Parties and manage the Incident to resolution in conjunction with the 3rd parties; keeping the Service Desk record updated in accordance with WI.
Request Fulfilment - Will receive and action Service Requests for HO Datacentre Compute; changes including add, change or remove access to Production or Pre-Production.
Problem Management - Will manage, monitor and resolve Problems in accordance with agreed SLA's.
Mandatory Skills Required:
Excellent team player, takes ownership of assigned tasks and anticipates and identifies potential issues and service improvements. Experience of IT support, incident resolution and / or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery.
* Excellent customer communication skills.
* Technical knowledge of secure IT infrastructures, applications and IT security policies and enforcement.
* Experience in supporting secure IT infrastructures
* Experience in incident resolution and/or system management of secure IT infrastructures
*Awareness of DevOps methodology
Proven technical understanding and support of some or all of:
* Understanding of ITIL Service Management
* Windows Server 2012 platforms
* Microsoft Group Policies
* Microsoft Office 2016
* Supporting Scout Server Thin Client access
* VMware ESX and vCentre
* Management of SAN based storage and backup system (ideally EMC)
* Base understanding of Systems Centre Operations Manage 2012
* Base understanding of Systems Centre Configuration Manager 2012 software delivery
* Anti-Virus management and reporting
Desirable Skills Required:
* DV clearance
* Cisco UCS
* Microsoft SharePoint Server 2013
* SharePoint Site Management
* SQL Server 2012 database management
* SolarWinds
* Experience of Java based application support
* IIS web services management and support
Key Performance Indicators:
* Feedback from customers.
* Technical Assessments.
* Evidence of sharing and re-use of knowledge.
* Correct management of processes followed to deliver service.
* Improvement/enhancements to service delivery.
* Known errors with workarounds or fixes loaded in knowledge database.
* Percentage of customer problems resolved within required timescales.
* Meets service level requirements.
* Feedback from colleagues and team manager.
* Up to date personal learning plan.
Problem Management - Will manage, monitor and resolve Problems in accordance with agreed SLA's.
The 2nd Line network engineers will be responsible for carrying out daily checks for the following:
a. Managing the Catapan encryption system within the datacentres and remote sites.
b. Managing the network topology across the datacentres.
c. Managing the LAN networks at each remote site
d. Support and participate
Mandatory Skills Required:
Excellent team player, takes ownership of assigned tasks and anticipates and identifies potential issues and service improvements. Experience of IT support, incident resolution and / or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery.
* Excellent customer communication skills.
* Technical knowledge of secure IT infrastructures, applications and IT security policies and enforcement.
* Experience in supporting secure IT infrastructures
* Experience in incident resolution and/or system management of secure IT infrastructures
*Awareness of DevOps methodology
Proven technical understanding and support of some or all of:
* Understanding of ITIL Service Management
* Windows Server 2012 platforms
* Microsoft Group Policies
* Microsoft Office 2016
* Supporting Scout Server Thin Client access
* VMware ESX and vCentre
* Management of SAN based storage and backup system (ideally EMC)
* Base understanding of Systems Centre Operations Manage 2012
* Base understanding of Systems Centre Configuration Manager 2012 software delivery
* Anti-Virus management and reporting
Desirable Skills Required:
* DV clearance
* Cisco UCS
* Microsoft SharePoint Server 2013
* SharePoint Site Management
* SQL Server 2012 database management
* SolarWinds
* Experience of Java based application support
* IIS web services management and support
Key Performance Indicators
* Feedback from customers.
* Technical Assessments.
* Evidence of sharing and re-use of knowledge.
* Correct management of processes followed to deliver service.
* Improvement/enhancements to service delivery.
* Known errors with workarounds or fixes loaded in knowledge database.
* Percentage of customer problems resolved within required timescales.
* Meets service level requirements.
* Feedback from colleagues and team manager.
* Up to date personal learning plan.
Interested candidates should submit their CV in the first instance or call Sam Caine on 0161 924 1357
