IT Support Engineer

Posted 5 February by Haven Claims

Purpose of the Role:

  • Joining an existing IT Team to provide 2nd and 3rd line IT Support to users of varying skill levels and experience. Primarily based at the Head Office in Sevenoaks, Kent occasional support will be required to visit other sites in Formby, Liverpool as well as remote and home workers.
  • Manage and maintain the server and network infrastructure ensuring all service level SLA’s are met.
  • Advising and delivering onsite and cloud based solutions to meet each specific requirements of projects to ensure the business has continuous up to date systems, security and protection.
  • Given the nature of the position flexibility will be needed regarding working hours as some tasks can only take place outside of core operating hours.

Key Responsibilities:

  • Prioritising and providing user support to all members of staff.
  • Monitoring and maintenance of Servers, Workstations, Laptops, Applications and LAN/WAN networks.
  • Monitoring and administrating key server roles and applications (Exchange Server, SQL Server, IIS, DNS DHCP, WSUS, WDS, RDP).
  • Monitoring and administrating vSAN and Hyper-V infrastructure
  • Administrating Active Directory and Group policies.
  • Maintenance of Network Servers (Dell/HP Windows Server 2008 R2, 2012 and 2016).
  • Managing Routers, Switch’s, Firewalls (depending on experience).
  • Setup and MDM management of Android/iOS Mobile Phones.
  • Backup and Antivirus server and workstation maintenance.
  • Provide training and support to users where necessary.
  • Provide 'knowledge share’ sessions for user training and development.
  • Maintain and administer Mitel hosted phone system.
  • Maintain a high degree of customer service for all IT support and service requests.
  • Liaison with Suppliers.
  • Write technical documentation and knowledge base articles.
  • Take an active part in suggesting, owning and contributing to ongoing IT Continuous Improvement Projects.

Critical Competencies:

  • Extensive User and System support experience.
  • Have excellent communication skills.
  • Ability to effectively self-manage time and prioritise support calls based on type and severity of reported incident.
  • Knowledge of Windows Server and Desktop operating systems.
  • Excellent knowledge of Active Directory and Group Policies.
  • Ability to setup and install new laptops, desktops and associated devices.
  • Excellent knowledge of Microsoft Office Suites, including Office 365.
  • Experience with IP Telephony Systems.
  • Be a "Team Player" and be willing to take on other tasks within the IT Department when required.
  • Demonstrate the experience and maturity to be capable of working under minimum supervision to meet the required objectives and deadlines.
  • Show understanding of systems to raise and implement suggested improvements to the systems where possible.

Experience:

Essential:

  • Administering and preferably setting up Office 365 for Business environments.
  • Extensive User and System support experience.
  • Knowledge of Windows 7 and newer operating systems.
  • Experience in user creation and modification in Windows Active Directory.
  • Experience using and administering VMWarev/Hyper-V platforms.
  • Creating Group Policies.
  • Administering Microsoft Exchange Server.
  • Managing key server roles (IIS, DNS, DHCP, WSUS, WDS).
  • Remote Desktop Services (RD Session Hosts / RD Gateway).
  • Maintaining Windows Server Operating Systems.
  • Excellent knowledge of Microsoft Office Suites.
  • Previous use of IP Telephony Systems.
  • Operating system deployment services, WDS, SCCM, MDT.
  • Managing and deploying windows updates to a predefined schedule.
  • Experience using PowerShell.
  • LAN/WAN Infrastructure setup/maintenance.
  • Setup and MDM Management of Android/iOS Mobile Devices.
  • Have excellent communication skills.
  • Ability to effectively self-manage time and prioritise support calls.

Preferred:

  • Jira Service Desk Software.
  • Prior use of the VisualFiles Case Management System.
  • Experience with Mitel MiVoice Business or equivalent telephone systems.
  • Administration of Barracuda backup, email and security systems.
  • Microsoft SQL Server 2008 R2 Experience.
  • Maintenance of Routers and Firewalls.
  • Administering Sophos Anti-Virus.
  • Recognised certifications such as MCSA/MCSE/MCTS/MCIPT.

Reference: 34398838

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