Job Specification: Infrastructure Analyst (50% work from home)
Education Requirements - none specifically
Experience Requirements - see below
Industry - software
Job Location - York
Qualifications - Ideally Microsoft
Responsibilities - see below
Skills - 2nd to 3rd Line level (not advanced 3rd line)
Work Hours - 37
Benefits:
Certs & Training:
ITIL V4 once passed probation. 1 week certified course Work from home/office:
50/50 (Can be 100% if you like) Holidays:
25 Mental health days:
1 Wednesday per month allowed 1 hour extra during the day Pension:
Contributory pension (5% employee – 4% employer) Parking:
Yes if you're in office Social:
Great team and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds) Notice period:
1 month PDP:
everybody gets a personal dev plan on start date Learning and Development days:
12 days can be taken throughout the year Other benefits:
Fantastic work/life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy Progression opportunities at every level from entry to senior management As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum. Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business Private medical insurance at a discounted rate Enhanced parental leave packages Flexible working options, including a £100 support package for your home working set up Fully-funded training programmes to help you to grow and progress via eLearning and in our high-tech training suite On-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well-equipped local gym facility, offering preferential rates to employees A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives Free parking on-site in our spacious car parks with electric car charging points available on-site A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment Main Duties & Responsibilities
Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when Participate in out of hours on call Providing excellent customer service via the telephone, ticketing system, email system and face to face Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external Develop, present and implement proposals to improve IT systems Adhere to change management Provide internal end-user support and training Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer Understand and adhere to the technical escalations Occasionally performing onsite low-level consultancy customer work as and when Understand, adhere to and promote IT security best practices Completing administrative tasks, acknowledging events, checking security logs, logging and progressing change requests and internal change Occasional infrastructure support and patching outside of core business Ongoing documentation of network, infrastructure and related To always be willing to carry out any other reasonable tasks Adhere to asset and access management policies and procedures Required Skills
Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc) Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met Ability to work on your own and as part of a team Strong attention to detail in logging/updating support tickets and technical documentation Excellent verbal and written communication skills Excellent customer service skills & problem-solving skills Assertive, confident, positive and professional manner High degree of multi-tasking Flexible and adaptable as the business demands Ability to work under pressure Must have a “can do” attitude at all times At least 5 years’ experience of working in a Service Desk environment Desired Technical Knowledge
Microsoft
Windows Desktop OS Exchange Windows Server Active Directory/Group Policy SQL Server SCCM Office 365 Suite Licensing Intune Azure SharePoint
VMWare
vSphere ESX Horizon View Workspace One AirWatch vSAN
Citrix VDI and Xen App Veeam Backup Enterprise Suite WatchGuard Firewall Kemp Load Balancers Experience of configuring new hardware and software Software and Operating Systems: implementation, patching, configuration changes, fault resolution Anti-malware strategies (Sophos / Symantec / McAfee / Trend / Mimecast) Infrastructure Security Networking (VLAN / DNS / DHCP / VPN / firewall configuration / routing / server builds / subnets / switch configuration) Large data volume storage solutions (DAS / NAS / SAN) Cloud Technologies (Azure / Amazon Workspaces / IBM BlueMix / vCloud Air)
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Certs & Training:
ITIL V4 once passed probation. 1 week certified course Work from home/office:
50/50 (Can be 100% if you like) Holidays:
25 Mental health days:
1 Wednesday per month allowed 1 hour extra during the day Pension:
Contributory pension (5% employee – 4% employer) Parking:
Yes if you're in office Social:
Great team and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds) Notice period:
1 month PDP:
everybody gets a personal dev plan on start date Learning and Development days:
12 days can be taken throughout the year Other benefits:
Fantastic work/life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy Progression opportunities at every level from entry to senior management As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum. Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business Private medical insurance at a discounted rate Enhanced parental leave packages Flexible working options, including a £100 support package for your home working set up Fully-funded training programmes to help you to grow and progress via eLearning and in our high-tech training suite On-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well-equipped local gym facility, offering preferential rates to employees A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives Free parking on-site in our spacious car parks with electric car charging points available on-site A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment Main Duties & Responsibilities
Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when Participate in out of hours on call Providing excellent customer service via the telephone, ticketing system, email system and face to face Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external Develop, present and implement proposals to improve IT systems Adhere to change management Provide internal end-user support and training Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer Understand and adhere to the technical escalations Occasionally performing onsite low-level consultancy customer work as and when Understand, adhere to and promote IT security best practices Completing administrative tasks, acknowledging events, checking security logs, logging and progressing change requests and internal change Occasional infrastructure support and patching outside of core business Ongoing documentation of network, infrastructure and related To always be willing to carry out any other reasonable tasks Adhere to asset and access management policies and procedures Required Skills
Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc) Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met Ability to work on your own and as part of a team Strong attention to detail in logging/updating support tickets and technical documentation Excellent verbal and written communication skills Excellent customer service skills & problem-solving skills Assertive, confident, positive and professional manner High degree of multi-tasking Flexible and adaptable as the business demands Ability to work under pressure Must have a “can do” attitude at all times At least 5 years’ experience of working in a Service Desk environment Desired Technical Knowledge
Microsoft
Windows Desktop OS Exchange Windows Server Active Directory/Group Policy SQL Server SCCM Office 365 Suite Licensing Intune Azure SharePoint
VMWare
vSphere ESX Horizon View Workspace One AirWatch vSAN
Citrix VDI and Xen App Veeam Backup Enterprise Suite WatchGuard Firewall Kemp Load Balancers Experience of configuring new hardware and software Software and Operating Systems: implementation, patching, configuration changes, fault resolution Anti-malware strategies (Sophos / Symantec / McAfee / Trend / Mimecast) Infrastructure Security Networking (VLAN / DNS / DHCP / VPN / firewall configuration / routing / server builds / subnets / switch configuration) Large data volume storage solutions (DAS / NAS / SAN) Cloud Technologies (Azure / Amazon Workspaces / IBM BlueMix / vCloud Air)
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