2nd Line Engineer

2nd Line Engineer

Are you driven to deliver excellent customer service? Do you want to be proud to work for a company that respects its people and is at the forefront of technology? We are looking to grow our team with committed people to add value for our customers across the region.

Set the Scene

We are looking for a 2nd Line Support Team Member

The 2nd Line Compute Engineer will work as part of a Shared Service, which provides a 24x7x365 service. Line staff work on a 12 hour shift(Days: 07:00-19:00, Nights: 19:00-07:00), working: 4 shifts on Days, 4 days off work, 4 shifts on Nights, 4 days off work etc.). The service covers both compute/server and network support; this role is for a Compute engineer; however network monitoring/tasks will be included in this role.

The individual shall augment the existing 2 Line Shared Service to provide support for Datacentre Compute Infrastructure. Responsibilities: Event Management - Monitor Notifications and Events generated by automated systems and act as required when particular events/notifications occur. Incident Management. Responsible for all incidents assigned to the Fujitsu managed 2nd Line Resolver Group. All incidents for Datacentre Compute 2nd Line team shall be Reported, Recorded, Routed and Managed (RRR&M) through the Service Desk Will receive incidents/faults from other Resolver Groups, manage the resolution, keeping the incident record updated in accordance with Work Instructions (WIs).Will manage/resolve incidents with 3rd Line support, keeping the incident record updated in accordance with Wis. As required, pass the details to 3rd Parties and manage the incident to resolution in conjunction with the 3rd parties; keeping the incident record updated in accordance with WIs. Will manage, monitor and resolve Incidents in accordance with agreed Service Level Targets. Request Fulfilment - Will receive and action requests for Datacentre Compute; changes including add, change or remove access to Production or Pre-Production. Problem Management - Will manage, monitor and resolve Problems in accordance with agreed service management process. The 2nd Line Compute engineers will be responsible for carrying out monitoring for the following: Status of Datacentre Compute system using SCOM, SCCM and SCSM, taking remediation activity as required. Daily checks performed. Implement AV updates.

Core Skills

Required: Excellent team player, takes ownership of assigned tasks and anticipates and identifies potential issues and service improvements. Experience of IT support, incident resolution and/or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery. Excellent customer communication skills. Technical knowledge of secure IT infrastructures, applications and IT security policies and enforcement. Experience in supporting secure IT infrastructures. Experience in incident resolution and/or system management of secure IT infrastructures. Awareness of DevOps methodology. Proven technical understanding and support of some or all of: Understanding of ITIL Service Management Windows Server 2012 platforms Microsoft Group Policies Microsoft Office 2016 Supporting Scout Server Thin Client access VMware ESX and vCentre Management of SAN based storage and backup system (ideally EMC) Base understanding of Systems Centre Operations Manage 2012 Base understanding of Systems Centre Configuration Manager 2012 software delivery Anti-Virus management and reporting. Skills Required: Cisco UCS knowledge Microsoft SharePoint Server 2013 SharePoint Site Management SQL Server 2012 database management SolarWinds Experience of Java based application support IIS web services management and support.