Role Purpose. The role holder is self sufficient and has recognized specialist skills in supporting multiple products and systems for multiple customers to maintain the availability of the IT service delivered to end users.
The role holder also delivers medium complexity work packages as part of customer implementation projects. Key Accountabilities.
Technical Capability. Works within a team as an established systems / product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation to resolve service delivery issues.
Monitors performance through statistical reporting and analysis.
Project Work. Works within a team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
Customer Relationship. Establishes relationships with customer's organization to deliver and enhance the service.
Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate.
Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues.
Able to act as team manager if needed.
Business Awareness. Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service.
Recognizes and reports opportunities to team manager and other relevant parties for additional business.
Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.
3L Server Support engineer. To support components that include CISCO UCS, VMware, Server 2012 R2, Active Directory, PKI, NTP, Remote Desktop Server and thin client workstation.
On S* to provide support for platform when applications team and dev ops team are using Pre-Prod for their testing phase.
On O* to support users across different workstreams such as Win10 refresh, Govwifi, HMPO. Key Performance Indicators.
Feedback from Customers, Service Delivery Management, Project Manager etc.
Proven track record of problem resolutions.
Evidence of sharing and re-use of knowledge.
Successful production of documentation.
Successful management and implementation of changes.
Improvement / enhancements to service delivery.
Meets and improves service level requirements.
Successful management of escalations in a timely manner.
Meets project deadlines and costs within own area of responsibility.
Errors with workarounds or fixes provided in a timely manner.
Percentage of customer problems resolved within required timescales.
Feedback from colleagues, team manager and other team members.
Contribution to service improvements.
Up to date personal learning plan. Mandatory Skills Required : . Technical 3L Support and troubleshooting skills in VMware, Server 2012 R2, Active Directory, PKI Solution, RDS, Enterprise Management suite (SCOM, SCCM, SCVMM, SCSM, Service Portal, Sol) and Solarwinds.
The candidate will be required to hold the relevant level of clearance required by the project or be eligible to obtain the required clearance -
SC Clearance with 4 years before it expires. This is required to allow it to be shared with HO to gain HO SC clearance. Desirable Skills Required : . DV Clearance.