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3rd Line Support Technician, Windows, Cloud, Woodstock, Oxfordshire to £40K
A leading Service Provider is looking to recruit a 3rd Line Support Technician to provide outstanding support for their client of 900 users based in Woodstock, Oxfordshire and offices around the UK. This role is a mixture of 3rd Line/infrastructure support, system maintenance tasks & project work and requires the technician to be flexible, agile and resourceful. Good communication skills are essential as are an attention to detail, the quality of your work must be exceptional.
Main Tasks and Competencies
- Working with the Service Desk team on escalated issues, support and knowledge transfer
- Resolving issues in accordance with agreed procedures
- Administer and maintain client network and infrastructure
- Administer the VMware infrastructure and SANs
- Pro-actively build own knowledge and experience to keep up to date with existing and emerging technologies
- Monitor and troubleshoot server and network performance
- Liaise with 3rd parties in regard to logging technical queries
- Carry out 3rd line daily checks, reporting & resolving issues to the agreed procedure
- Ensure client DR systems are fully operational and business continuity plans are current and that there is secure access to key services and data from any location
- Creation and maintenance of high-quality documentation, manuals and procedures
- Research, recommend, plan and implement infrastructure system projects
- Carry out site visits as required
- Take ownership of the lifecycle of customer’s software as defined by the Manager, ensuring new software and its subsequence updates are fully tested before entering the production environment
- Proactively look at ways of making improvements in all areas of the client’s IT
- Timely completion of timesheets and other internal documentation
- Demonstrates a flexible approach to the ever-changing needs of our clients
- Presents a professional and knowledgeable image of the company throughout all interactions
- Applies knowledge of Information Security to ensure all company and client data and systems are kept safe from threats
- Applies experience gained to manage workload appropriately, prioritising tasks and recognising the impact of issues on end users
- Maintains an appropriate level of communication throughout the business and customers
- Approaches issues in a logical manner and takes ownership through to completion
Technical Skills and Qualifications
Essential
- Security Infrastructure (Firewalls etc)
- Cyber Security
- Windows Desktop environments, including the latest Windows Version
- Windows Server 2012 - 2019
- Microsoft Exchange Server 2013 / 2016 / Office 365
- Networking - LAN, VLAN’s, Wi-Fi, WAN, Firewalls
- Virtualisation - VMware / Hyper-V
- Understanding of Information Security best practices
- Understanding of ITIL best practices
- Good knowledge of backup and replication systems
Desirable
- Office 365 Suite Administration Experience
- Knowledge of Microsoft System Centre Configuration Manager; including software/OS deployment
- Knowledge of Sophos
- Cloud Hosting (AWS, Azure)
- Experience with DR and Backups Technologies, in particular ArcServe
- Cloud Antivirus
- Cloud managed networks
- Cloud managed telephony
- Experience in a managed services environment
- Cloud hosting
- Cloud migration experience
- Microsoft Intune
- Cyber Essentials Plus
- ISO27001
Personal Skills
- Work both independently and as part of a team
- Read, analyse, understand and apply relevant technical information, technical manuals and procedures
- Write project documentation, procedures and technical manuals including diagrams
- Communicate verbally and via e-mail
- Follow a variety of instructions furnished in written, oral, diagram, or schedule form.
