Purpose of the role:
This role sits within the IT Infrastructure Team and as part of this team, you will regularly assist and support more senior members in architecture and implementations of highly-available and secure IT infrastructure services across the Group.
Responsibilities:
- Personal workload management, ensuring your workloads are prioritised, handled and completed in line with service level agreements, with an emphasis on high-quality customer service
- As part of the IT Infrastructure Team, contribute to the design and implementation of effective IT solutions, supporting the changing needs of the business
- Follow the prevailing IT processes and procedures (e.g. Incident, Problem and Change Management) ensuring technical documentation records are maintained and updated
- Liaise with staff (customers) regarding issues that have been escalated to the team, to ensure timely resolution
- Strong analytical skills, working to pinpoint the root cause of support incidents and to deliver timely
- Foster a culture of customer focused IT service delivery
Skills required:
- An IT professional qualification in line with the technical infrastructure stack e.g: Citrix; VMware; Microsoft; HPE
- A minimum of 5 years proven skills and experience in the following:
- Proven experience in the creative, efficient and effective use of IT resources, maximising benefit from existing investment in hardware and software
- Experience of managing a multi-jurisdictional Citrix, VMware and Microsoft corporate environments, utilising both on-prem and cloud services
- Experience of technical project management - for example, supporting small/medium technical projects
- Third-party management and task allocation
- Information security - knowledge and experience of new and emerging technologies and legislation that affects
- Technical project supplier management - assist with the creation of scope of works and-ensuring delivery against statement of works and agreed costs
- 3rd line support and problem management