IT Infrastructure Engineering - Support Engineer

Farnham, UK
14 Sep 2019
19 Sep 2019
Contract Type
Full Time
BCA operates the largest used-vehicle marketplace in the UK and Europe operating in 10 countries, 60 different locations, selling 1.3 million vehicles per annum. BCA touches over 3.5m vehicles a year as it provides services along the vehicle life cycle from port to dealerships for new vehicles to refurbishment and logistics for used vehicles and the core re-marketing and auction operations.

Main purpose of job:

The IT Infrastructure Engineering - Support Engineer is responsible for providing all aspects of 3rd line technical service and support. The role ensures our vital services are effectively monitored, supported, maintained and reported in ensuring the delivery of fit for purpose services 24x7x365.

The successful role holder must be passionate about technical services and the delivery of great IT customer service and support. You will be a strong advocate of adhering to documented, reusable policies, process and procedure, and working alongside our IT Infrastructure Engineering - Delivery team you will ensure the highest standards of service and support are maintained at all times.

Main Responsibilities:

Reporting to the IT Infrastructure Engineering - Support Manager, you will be expected to manage business as usual support activities such as incident, problem, patching, capacity management needs whilst supporting the seamless integration (via IT Introduction) of new project based and architectural change demand.

Your key responsibilities will include but are not limited to:

- Provide 3rd level technical support for hardware and software to the IT Services department including IT Service desk, Operations and Development teams, across all systems.

- To assess and compile detailed reporting metrics for specific service demands covering subjects such as performance, capacity and supplier management.

- To review and monitor the stability of our services and ensure availability and performance is maximised, and within vendors recommended guidelines.

- To provide support of software / hardware issues under the control of our IT technical services team.

- Investigate network device and system logs on a regular basis to ensure necessary actions are taken to minimise service disruption to the business.

- To manage effectively our configuration management database items (CMDB).

- Management and control of our services in accordance with our change control procedures.

- Attendance at CAB (Change Advisory Board) to provide technical support/ review.

- To document supporting procedures for our IT Service Desk and operational support functions (1st time fix procedures, 2nd line support documentation along with clearly documented workarounds).

- To support service events that may require assistance and implementation during "out of hours" schedules such as evenings, weekends and bank holidays.

- Participation with out of hours support on a rotational basis.

- To support supplier service review meetings with our key suppliers and ensuring tangible value is consistently being delivered.

- Travel to our business locations and supplier sites as and where required to ensure our services are being delivered to business and service level expectation.
  1. Role Experience

- Exposure to Microsoft server platforms such as Server 2008 and 2012 and hypervisor services such as VMware, HyperV and Citrix.

- Using and administering Microsoft office 365 services.

- Microsoft Windows Operating Systems and associated applications.

- Understanding of TCP/IP, DHCP, switch, routing and associated configuration.

- Clustered Server environments - Virtual and physical.

- Experience in managing Active Directory.

- Hands on WAN, LAN, VLAN, and Wireless Networking exposure.

- Network security understanding of technologies such as Firewall, Load Balancing and mobile device management.

- Working knowledge of network cabling infrastructure and design, Cat5e / Cat6.

- Experience of storage area (SAN) device configuration.
  1. Required Competencies

- A self-motivated, engaging and customer facing technical service specialist who is able to build effective customer and supplier relationships.

- Clustered Server environments, including Microsoft SQL Server.

- Pragmatic and flexible attitude in supporting our services 24x7x365.

- Ability to effectively manage high volumes of competing demand and priorities.

- Excellent network and telephony problem determination skills.

- Real world and hands on 3rd line support, incident and problem management experience.

- Be prepared to travel to our UK and EU locations as and where required and provide out of hours support on a rotational basis.
  1. Desirable Skills

- Ability and willingness to learn, understand and support new technologies.

- A minimum of 2-4 years' technical hands on experience including exposure to networking.

- IT Service management qualification such as ITIL V3 Foundation.

- Understanding of network routing, switches, MPLS, data centre and security technologies including network Firewalls.

- Linux support experience.

- Exposure to Microsoft Azure, Rabbit MQ and BizTalk.

- Qualifications such as MCP, MCSA, CCNA, CompTIA, LPIC.

- Hands on experience of LAN, WAN, WLAN software protocols, IP protocol.

- Ability to mentor others and foster strong working relationships.

Working Hours

Monday to Friday 9.00am - 5.30pm

Working for BCA you will receive;

Benefits include a minimum of 31 days holiday Inc. Bank Holidays

Company pension scheme

Car Allowance

Company phone

Internal promotion as much as possible

Free parking onsite

Cycle to work scheme

Subsidised restaurant that delivers

Reward scheme that offers online and high street discounts

If you're looking for a career that has great teamwork, training, rewards, long-term scope and is going places - apply now!

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