Technical Analyst - Shift Work

2ez Solutions Ltd
£29,000 - £40,000
27 Sep 2017
03 Nov 2017
Contract Type
Full Time
Technical Analysts - Shift Work Their initial shift pattern will be one of the following: - Shift 1 - Saturday noon to midnight, Sunday noon to midnight, Monday noon to midnight. Tuesday, Wednesday and Thursday Rest, Friday noon to midnight - Shift 2 - Saturday midnight to noon, Sunday midnight to noon, Monday midnight to noon. Tuesday, Wednesday and Thursday Rest, Friday midnight to noon - Shift 3 - (Training shift) - Saturday and Sunday cover 2 hours around 8am-9am and 8pm-9pm. Mon à Thurs 9am-530pm. Friday rest. Our client who are a growing IT Solutions Provider are currently looking to hire a highly professional Technical Analyst to carry out day-to-day support within a busy but exciting technical environment. Working under the UK Regional Support Manager you will deliver a high standard to both our customers and internal users. OVERVIEW - Provide Technical Support, Remote Management and Monitoring of Client Environments - Reporting Statistics - Internal infrastructure support - Technical point of escalation - Project Work MAIN RESPONSIBILITIES: Technical - Apply experience and advanced troubleshooting techniques to investigate assigned issues, avoiding the need for any further escalation. - Support for our clients core technologies - Recommend, manage and maintain "Managed" client's messaging environments in terms of regular maintenance plans, including best practices, defrags, critical patching, etc - Technical support supported products, escalating to consultancy and third parties if necessary - Assist with design, implementation and maintainence remote monitoring solutions for the effective monitoring of client environments - Provide office based support to the consultancy teams where they are prevented for resolving an issue due to technical complexity / time issues. - Develop, manage and maintain internal infrastructure and network to a high standard, including VPN links to clients, recommendations for improvements, backups, antivirus, telecoms and web portals. Administration Management - Design, produce and review technical reports / documents as required. - Log Incidents, Problems and Service Requests within the Incident Management System and ensure adequate information is recorded to facilitate speedy troubleshooting and analysis - Prioritize and manage assigned work / tasks, ensuring timely acknowledgement and SLA adherence - Effectively promote the use of the Incident Management System to manage calls and escalations within the team. - Ensures that information is correctly processed and that work complies with relevant internal rules/procedures. Checks work and corrects mistakes promptly. - Puts personal energy and commitment into completing a piece of work and doing it to the best of ability. Looks for ways to meet and exceed challenging performance standards and targets, setting personal goals at or beyond business expectations. Customer Service - Accurate categorization of incidents and ability to set client's expectations at an achievable level and then to exceed those expectations wherever possible. - Attend customer meetings and on-site visits as required, especially for project work and support issues where a remote solution is not possible and escalation to consultancy is not viable. - Excellence in customer service and promoting the customer satisfaction survey at every opportunity, looking at continual service improvement. - Provide timely updates on incidents to management and clients, as required PERSON SPECIFICATION: Essential - Ability and Willingness to work shifts, including Night, Evening and Weekends - Previous operational experience supporting messaging environments at least as a 2nd line engineer - Able to understand a range of different customer environments - Experience of Systems management solutions, their deployment, configuration, development and reporting - such as Microsoft's System Centre Operations Manager (SCOM) and N-Central - Good understanding of performance issues and what to monitor in a messaging environment - Hands on in-depth experience with server hardware - Knowledge of Messagelabs services and related support - Knowledge of Veritas supported products - In-depth knowledge of virtualization techniques and products - Knowledge and experience of rolling out upgrades and patches unsupervised, including appropriate technical documentation - Knowledge of clustering within a messaging environment - Qualified to MSCE level, or equivalent, with an in-depth understanding of Windows Server 2008 onwards, Active Directory and Exchange based environments - Able to configure and manage network infrastructure services such as DNS and DHCP - Basic knowledge of high availability clustering technologies to provide fault tolerant operations backed up with Business Continuity / Disaster Recovery Provision. - Exceeds the expectations of internal and external customers through the quality of customer service, meeting their needs and demonstrating the added value of the service provided - Adept in communicating at all levels with presenting to all levels and providing a consultative approach to include recommendations - Selects the best course of action based on the available information and takes ownership of the issue. - Contributes fully as a team member, working co-operatively and productively with others openly exchanging information and supporting colleagues in order to achieve business goals - Demonstrates understanding of team roles and commitment to team decisions - Self Motivated. - Attention to Detail. - Time Management, Planning & Control. - Excellent written and verbal communication skills, coupled with the ability to communicate at all levels. - Creative Thinker - Innovative approach to tasks. - Team player focused on continuous improvement and committed to change. - Leading by example and acting as an ambassador for our client with both internal and external clients. Desirable - Blackberry - BIS and BES - Configuration of Cisco firewalls and VPN - Familiarity with Prince2 Project Management and ITIL Service Management practices - Enterprise Vault - SQL - Telecoms
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