L3 infrastructure services generalist engineer

JOB PURPOSE:
Infrastructure Services Generalist Engineers role is to manage and maintain systems/Infrastructure & Infra Applications to ensure a proactive approach delivering the best possible customer service. As this is a support position, the work is fast paced and you will often be required to work to demanding deadlines.
This role demands the engineer to provide advanced remote technical support to the customer’s user base to achieve contractual Service Level Agreements as well as assisting in the implementation of new infrastructure & systems.
This is a 24x7 shift rota position with night and weekend coverage.

Job Description
ROLE AND RESPONSIBILITIES
The main roles and responsibilities of this position include:
 Ownership of support calls within the Event Management Tool. Incident Management, updating calls and ownership of change control.
 Provide regular updates to both the customer and the Service Desk of open events
 Ensure effective and rapid response to Major Incidents
 Maintain an in-depth knowledge of industry standards relevant to the role
 To adhere to all company policies and processes as communicated by line management in order to maintain corporate ISO accreditation levels
 To obtain and maintain technical accreditations as required by management in accordance with the guidelines provided by manufactures and software vendors
 Advanced troubleshooting of customer environments
 Performance monitoring
 Maintenance upgrades
 Maintain customer VMware and other technical environments
 Document all technical solutions within the SharePoint knowledge base
 Identify and work towards Service Improvements
 Meticulous approach, effective written and oral communicator
 Provide a third line point of escalation for appropriate global infrastructure solutions to include design and selection of storage, data centre and Client Server environments.
SKILLS, KNOWLEDGE AND EXPERIENCE
 Good interpersonal skills, with the ability to communicate effectively and clearly to both IT and business staff
 Identify the work required and organise, facilitate and / or perform the work with only limited guidance from line management
 Good analytical skills, structured and methodical approach
 Highly organise, with the ability to plan ahead for short to medium term objectives
 Strong service attitude, builds lasting customer relationships, strives for efficiency and effectiveness
 Commitment to Quality Standards and continuous improvement
 Experienced in at least 3 or more of the following technologies: Citrix, XenServer, XenDesktop, XenApp, VMware, ESX, vSphere, View, Hyper-v
 Active Directory, Group Policy, DFS/DFSR, DHCP, DNS proven working experience
 Microsoft Windows 2003/2008/2012 Server experience
 MS Exchange Server 2007+ proven working experience
PREFERRED SKILLS
 Graduate or equivalent experience
 Appropriate professional qualifications:
 Data Centre terminology/design
 Data Replication/Disaster Recovery experience
 Data Centre Support Experience
 Excellent communications skills, both oral and written
 Strong hands on technical capability
 ITIL (Governance/Incident, Release Mgt etc) experience
 Microsoft Collaboration Tools - Sharepoint 2010 & Lync
 Exposure to Cisco Equipment (Hubs/Switches/Routes/Firewalls/VPN)
 Exposure to HP and Dell Servers
 Exposure to Dell laptops/desktops/Servers
 Exposure to IBM laptops and desktops