Infrastucture Support Analyst

Job Title: Infrastucture Support Analyst
Contract Type: Permanent
Location: Solihull, West Midlands
Salary: Negotiable
Start Date: 31 May 2018
Reference: 71576-ITENG-NII_1527001827
Contact Name: Nick Fini
Contact Email:
Job Published: May 22, 2018 16:10

Job Description

Role - Escalation Infrastructure Support Analyst
Location - Solihull
Salary 26-34k plus 20% UPLIFT FOR NIGHTS;
2 days on days 2 Nights then 4 days off

Skills- TCP/IP, Networking, Desktop support, Microsoft support, Server 2012-2016 Administration, troubleshooting, configuration, DNS, DHCP, Backups, office 365
*Provide technical support hands on and remotely to our customers.
*Be an escalation point for 1st line analysts and for more in-depth cases
*Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
*Work with your colleagues on the Client Services teams to effectively monitor customer systems and network performance, to process events and manage Incidents and Service Requests.
*Receive escalations from the Infrastructure Leads within the Client Services teams and act as overflow for these teams
*Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
*Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
*Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
*Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
*Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line.
*Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.
*To adopt and endorse the company's values (as above) and vision to be "game changing", across all aspects of the role at all times.
*To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
*Such additional tasks or projects as may be required by the Board or management team, in support of the Company's commercial objectives from time to time.
During the absence of the ITSM and during dayshifts on weekends and bank holidays you will be required to:
*Manage and prioritise the distribution of work and overall workload of a team of infrastructure analysts.
*Ensure that work across the team is correctly classified and being prioritised in line with customer SLA or KPI requirements appropriate to the work type.
*Act as an initial escalation point for any operational escalations or formal complaints.
*Play an active part during any major incidents that may affect service to customers
*Monitor case breaches throughout the shift to ensure SLAs are adhered to.
*To make sure core duties and customer checks are monitored and actioned at the correct times.
*Manage and collaborate major incidents in the absence of a MIM.
*To make sure the SDAs are achieving target case closures during the shift
Skills Required:
A good understanding and working knowledge of the following is essential:
*TCP/IP and general networking skills such as routing, VLANs, Subnetting
*Desktop support of all current Microsoft desktop operating systems
*Server 2012-2016 Administration, troubleshooting and configuration
*DNS, DHCP - troubleshooting and configuration
*Backup technologies such as Backup Exec, Veeam, Commvault
*File / Print services, sharing, configuration and troubleshooting
*VMware administration and troubleshooting
*Active Directory administration, configuration and troubleshooting
*Group policy management and general usage
*SAN Storage technologies such as Netapp, Dell Equalogic, expanding volumes
*General all round good troubleshooting skills with a methodical approach

Skills Desirable but not essential:
*Office 365 administration
*Hyper-V configuration and administration
*Citrix administration

Working Hours
*7am - 7pm for 2 days
*7pm - 7am for 2 nights followed by 4 days off