Infrastructure Analyst - West Midlands

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Infrastructure Analyst (End User Services)

West Midlands

This established UK based client with multiple offices around the country is looking to grow their Infrastructure team with a new Infrastructure Analyst which will be focused on End User support activities.

The role is to provide entry level IT support, this will cover all end user devices, Mobile, Tablet, PC, etc. The Infrastructure Analyst will handle technical incidents and requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Incident Management, Change Management, Problem Management and Service Delivery Management. The Infrastructure Analyst will contribute to the maintenance of and adherence to the operational processes, toolsets and procedures.

Overview of Key Responsibilities

* Assists the team in the resolution of Incidents and Requests assigned by the Service Desk Toolset, ensuring that timely updates are provided and that the Service Level Agreements are met.

* Accurately log (when appropriate) track, update and resolve incidents and requests in a timely manner meeting agreed SLAs and according to agreed standards and procedures endeavouring that normal service operations are restored as quickly as possible.

* Undertakes all relevant technical support and maintenance tasks/activities as required by Change Management, Incident Management, Problem Management, Service Request Management, Project and other ITSS Processes.

* Create technical knowledge articles where possible and communicating fixes and workarounds within the team.

* Hardware support and operating system support.

* Active Directory support and server support including administration and configuration, on premise and virtualised.

* Support of network switches, mobile devices and agreed systems and applications both local and cloud based.

Technical Knowledge, Skills and Experience

* End point device hardware knowledge (HP, Dell, Samsung, Microsoft, Apple)

* Accessing and configuring Firmware/BIOS to set standards

* Operating System exposure - install/update/remediate (Microsoft Windows XP/7/10)

* End point software suites - install/update/remediate (Microsoft Office 2007/10/13/16, Microsoft Office365)

* Mobile Device Management Enterprise experience - device enroll/un-enroll (AirWatch, Microsoft Intune)

* End point Enterprise management systems - device updates/software install (Microsoft SCCM, McAfee ePO)

* End point Enterprise deployment technologies - device pre-boot configuration, booting devices running device build sequences (Microsoft SCCM, Microsoft MDT)

* End point Enterprise encryption systems - device enrolment, device encryption/decryption and device/user (Microsoft MBAM, McAfee ePO, BeCrypt Enterprise)

* Service management tool experience - Accessing, updating, closing calls (LANDesk Service Desk)

* Telephony end point support (Avaya)- Handset configuration, extension allocation

* Active Directory administration experience - Create, modify, delete user and device accounts, groups. Basic understanding of Group Policy operation

* Extensive knowledge and experience across multiple technology disciplines.

* Experience within a mature Shared Service or Commercial IT Services operation

* Excellent customer focus skills with a service-orientated approach

Keywords: engineer, analyst, infrastructure, birmingham, west midlands