IT Support Systems Engineer

Job Purpose (a succinct summary):

Manage and monitor all installed systems and infrastructure. Install, configure, test and maintain operating systems, application software and system management tools. Proactively ensure the highest levels of system and infrastructure availability. Monitor and test application performance for potential bottlenecks, identify solutions and work with senior engineering team to resolve. Provide 1st and 2nd line desktop support. Provide basic server support. Liaise with vendors for and other IT personnel for problem resolution. Providing telephone support to our Helpdesk by answering calls and raising tickets on our system. Field service support for new PC installs and emergency issues.

Key Responsibilities/Accountabilities (a breakdown of Job Purpose):

1. Understanding of Microsoft Exchange 2013, 2010

2. Understanding of Microsoft Server OS 2008, 2008R2 and 2012R2

3. Understanding of Network devices – Switches (Cisco, Brocade), Firewalls

4. Understanding of Remote Desktop Services and applications

5. Understanding of Microsoft Office 365

6. Diagnosing and Resolving (local and remote) hardware and software faults,

   keeping within defined service level agreements

7. 2nd line Support and assistance

8. Escalation (if required) to VNOC Manager and senior engineering team

9. Pro-actively provide ongoing support of network and email systems

10. Ensure all site documentation is accurate and up to date.

11. Complete and submit all time sheets in a timely manner when required.

12. Check Support Desk email account and tickets in call logging system for

    new calls.

13. Log all problems using the provided call logging system

14. Update all tickets allocated at each stage of the call, i.e. respond, update,

    close etc.

15. Take ownership of problems, troubleshooting them whilst constantly liaising

    with the client and completing all paper work involved

16. Adhere to all company procedures including site and field service

    procedures.

ITE1 ITE2 Job Description v.1.1 November 2016.doc – 2 November, 2016

Key Attributes (a breakdown of the ‘people’ and ‘technical’ skills):

1. Highly motivated and focused team player

2. Demonstrate an understanding of technical ability proficient with an ITE1

   up to ITE2 (1st and 2nd line)
   At least 12-18 months commercial IT Support experience in

   1. MS Server and Desktops – MCITP.

   2. Support of email systems for client (Exchange, Outlook)

   3. Networking Admin skills

   4. MS Office

3. Proven experience in installing, configuring and troubleshooting Windows 7, Windows 8 and Windows 10

4. Proven experience of troubleshooting GPO (group policy objects)

5. Experience of providing remote user support on the telephone and on

   external client sites

6. Experience of troubleshooting Office 2007, 2010 and 2013

7. Experience in dealing with VIP users

8. Experience with virtualization for example – Vmware

9. Experience with monitoring systems

10. Good understanding of networking – OSI network layers, TCP/IP, DHCP

11. Understanding of data protection and data security

12. Demonstrate strong organisational skills

13. Have an understanding of what is required to communicate effectively

    between various business levels both internally and externally (clients,

    suppliers and vendors)

14. Exhibit time management skills

15. Attention to detail

16. Work well under pressure

17. Show flexibility - recognise that in line with client requests, from time to time

    there could be a requirement to work outside of "normal" office hours.

18. Self-motivated and able to thrive in a fast moving, high pressure working

    environment.

19. Client and team focused – understand the requirements of each

20. Demonstrate strong communication skills

21. Display a proactive approach

ITE1 ITE2 Job Description v.1.1 November 2016.doc – 2 November, 2016

Although not essential, it would be advantageous to have experience with the following:

•   Filesite software

•   Aderant software  Mimecast

  Note: The VNOC runs on a shift basis ranging from:

  •   07:00 – 15:30

  •   08:00 – 16:30

  •   09:00 – 17:30

  •   10:00 – 18:30

    Your job description is a guidance as to performance and are not contractual terms