Infrastructure Support Engineer

Role overview

· Provide 2nd / 3rd Line support to a variety of Desktop systems

· Resolve Incidents, Service Requests, Problem Records and Defects to contractual Service Levels

· Develop, test and release changes to a live desktop estate through formal Change Management processes

· Adopt best in class service delivery processes and methods

· Utilise technical expertise to implement Service Improvements, in-place upgrades etc.

Day to Day Responsibilities

· In depth technical support of a Windows desktop solution, including troubleshooting and problem/defect root cause analysis seeing through to full resolution

· Management of virtual desktop infrastructures hosted within Citrix XenDesktop

· Test and Release Windows desktop security patches

· Creation and maintenance of Windows desktop automated builds (MDT & SCCM)

· Maintenance of AD Group Policies applicable to the desktop estate

· Work in a disciplined and structured manner in accordance with ITIL based service management processes

· Use proactive monitoring methods/tools to identify problem prevention and continual improvement opportunities

· Handle customer problems promptly; escalate issues according to established procedures

· Be agreeable to participating in a 24x7 call-out rota and working some evenings and weekends if necessary

· Develop and maintain customer and third party relationships

Essential Skills

· Experience of analytical troubleshooting in a Windows desktop environment.

· Support of Citrix XenDesktop environment 5.6 or above.

· Active Directory Management

· Experience of creating, managing and deploying Desktop builds through SCCM or equivalent product

· Previous experience of working towards ITIL standards

· Minimum of 3 years' experience in similar/related role

· Complex problem management experience, preferably in a Multi-Vendor environment

· Formal IT qualification - HNC or equivalent