Mobility Engineer
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Mobility Engineer (2nd Line, 3rd Line)
Erskine
6 Months
£270p/d
Profile
* Minimum of 2/3 years' experience within IT Operations, infrastructure services support (Systems Windows Server, Unix, Backups, DB's or Network management), operational monitoring and/or end user support.
* Degree/Diploma in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent certifications (MCSE, MCP, Oracle/MCDBA, HP-UX, CCNA, CCNP, SNIA).
* Minimum of 1-3 years' hands-on technical knowledge of the applicable technology platform that you will be responsible for: AS/400 / Mainframe, Backup, Batch Monitoring, Database, Messaging / Collaboration, Middleware / Web, Network management, SAP, Security, Storage, Non-Stop (Tandem), UNIX / Linux, Windows, WorkPlace Services, and HP Open View Products.
* Must be able to demonstrate troubleshooting and problem solving skills.
* Good understanding of ITSMITIL processes, preferably ITIL trained.
Detailed Responsibilities
The Support Consultant TS responsibilities & activities will be described in the scope of the major ITSM processes. As all processes have a strong linkage with other processes there may be overlaps in the activities as well as in the responsibilities within the different roles. The processes we focus on are:
Incident Investigation & Diagnosis
* Take ownership of any assigned incidents from the OSL, update the incident and begin investigation.
* You will be required to investigate and diagnose the incident accurately and effectively. Owning multiple incidents you will need to prioritize your response to the incident based on the Priority and Severity of the issue.
* Define an action plan for detailed diagnosis with the aim to resolve the incident and restore normal service as soon as possible.
* Efficient usage of technical scripts, diagnostic tools and a known error database is required.
* Liaise with 3rd party providers for assistance in identifying a series of events may be required.
* Advanced troubleshooting and implementation of solution in conjunction with vendor and third-party support within the applicable technology platform that you will be responsible for
* If the customer has specific processes for communication they will need to be followed.
* Regularly update the incident record with your actions.
* If the duration of the incident will exceed the stated SLA you will be required to reprioritize and escalate the issue within your team, engage the rapid response team or a start a management escalation.
* If the incident is a major Priority 1 incident affecting the Key Production Environment (KPE) you will be required to escalate to the Shift Leader / Strategic Incident Manager in a timely manner.
Essential Knowledge and Skills Required:
* Active Directory
* Microsoft PKI
* DNS
* DHCP
* Networking
* Windows Server 2003 and Windows Server 2008R2 Enterprise
* Android OS
* Apple IOS
* Windows phone 8.x & 10.x
* Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve SC Clearance.
* Candidates should be UK national, no dual nationals should apply
* Airwatch v7.x
* Citrix XenMobile v9.x v10.x
* Android OS
* Apple IOS
* Windows phone 8.x & 10.x
* Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve SC Clearance.
* Candidates should be UK national, no dual nationals should apply
*
Desirable skills and knowledge/certifications/experiences
* Airwatch Certified
* Citrix XenMobile Certified
* Microsoft Exchange ActiveSync
* Microsoft SQL
* AntiVirus (Mcafee)
