2nd line support

2nd
line IT Support – £200 to £220 per day (inside)

Summary of role;

The post holder will be expected to deal with a range of technical duties some of which will be undertaken within procedural guidelines and others will be highly complex problem solving tasks requiring critical analysis, research and reporting. There will also be a need to organise substantial blocks of work with a high degree of accountability.

• Provide detailed technical assistance for delivery of IT projects, including systems architecture and support.
• Provide high level infrastructure support for companies servers ensuring whilst ensuring that network uptime is within SLAs
• Resolve escalated support calls/issues from the IT Support Assistants
• 2nd line support on Systems

Key tasks and responsibilities

• Installation and configuration of servers as required based on project requirements
• Work within the Infrastructure team to provide solutions, support and development of the network
• Support, daily management and development of:

· E-mail Systems, Exchange environment, Content filtering, TLS,

· Internet browsing and content filtering

· All external facing systems

· VPN Services, IPSec, SSTP, IAG, CheckPoint, SSL

· Terminal Services

· Server virtualisation using (Hyper-V, VMware etc)

· Routers and Switches (Cisco, HP etc)

· Active Directory, DNS, DHCP, GPOs, WINS, Replication, Sites

· Time Synchronisation across the network

· UPS Management

· Security Systems Antivirus, USB Encryption, Bit-Locker

· Management, testing and application of Updates for Servers/Appliances and Clients

• Responsible for providing reports and statistics on the network and its systems to IT management as required
• To keep up to date with technological changes in the IT industry and to develop new skills in response to these and in accordance with the organisations requirements
• To assist in the specification and procurement of new systems
• Carry out detailed health-checks on all systems including; updates, Hardware/Software checks
• Highlight any urgent patches/hot-fixes/security updates that are required on IT systems
• Investigation of all security breaches/antivirus alerts and provide report on entry-point along with remedial actions
• Develop efficient creation methods of systems (clients and servers)
• Creation and maintenance of IT technical documentation
• Provide IT systems solutions for requirements as advised by management
• Creating network and server diagrams and ensuring they are up to date
• Assist in the creation of departmental forms
• Liaising with Contractors
• 1st line telecoms support
• Assist in project work and testing as directed by management
• To be courteous, tactful and patient at all times and to exercise the highest standards of customer care