Infrastructure Analyst - 50% work from home REF 1000

Job Specification

Infrastructure Analyst (50% work from home)

• Education Requirements - none specifically
• Experience Requirements - see below
• Industry - software
• Job Location - York
• Qualifications - Ideally Microsoft
• Responsibilities - see below
• Skills - 2nd to 3rd Line level (not advanced 3rd line)
• Work Hours - 37

Benefits

• Certs & Training:ITIL V4 once passed probation. 1 week certified course
• Work from home/office: 50/50(Can be 100% if you like)
• Holidays:25
• Mental health days –1 Wednesday per month allowed 1 hour extra during the day
• Pension:Contributory pension (5% employee – 4% employer)
• Parking:Yes if you're in office
• Social:Greatteam and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds)
• Notice period:1 month
• PDP –everybody gets a personal dev plan on start date
• Learning and Development days –12 days can be taken throughout the year

Other benefits

• Fantastic work/ life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout
• A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy
• Progression opportunities at every level from entry to senior management
• As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum.
• Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business
• Private medical insurance at a discounted rate
• Enhanced parental leave packages
• Flexible working options, including a £100 support package for your home working set up
• Fully -funded training programmes to help you to grow and progress via eLearning and in our high -tech training suite
• On -site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well -equipped local gym facility, offering preferential rates to employees
• A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives
• Free parking on -site in our spacious car parks with electric car charging points available on -site
• A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment

Main Duties & Responsibilities

• Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when
• Participate in out of hours on call
• Providing excellent customer service via the telephone, ticketing system, email system and face to
• Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external
• Develop, present and implement proposals to improve IT systems and
• Adhere to change management
• Provide internal end-user support and training
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer
• Understand and adhere to the technical escalations’
• Occasionally performing onsite low-level consultancy customer work as and when
• Understand, adhere to and promote IT security best
• Completing administrative tasks, acknowledging events, checking security logs, logging and progressing change requests and internal change
• Occasional infrastructure support and patching outside of core business
• Ongoing documentation of network, infrastructure and related
• To always be willing to carry out any other reasonable
• Adhere to asset and access management policies and procedures

Required Skills

• Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc)
• Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met
• Ability to work on your own and as part of a team
• Strong attention to detail in logging/updating support tickets and technical documentation
• Excellent verbal and written communication skills
• Excellent customer service skills & problem-solving skills
• Assertive, confident, positive and professional manner
• High degree of multi-tasking
• Flexible and adaptable as the business demands
• Ability to work under pressure
• Must have a “can do” attitude at all times
• At least 5 years’ experience of working in a Service Desk environment

Desired Technical Knowledge

• Microsoft
  • Windows Desktop OS
  • Exchange
  • Windows Server
  • Active Directory/Group Policy
  • SQL Server
  • SCCM
  • Office 365 Suite
  • Licensing
  • Intune
  • Azure
  • SharePoint
• VMWare
  • vSphere ESX
  • Horizon View
  • Workspace One
  • AirWatch
  • vSAN
• Citrix VDI and Xen App
• Veeam Backup Enterprise Suite
• WatchGuard Firewall
• Kemp Load Balancers
• Experience of configuring new hardware and software
• Software and Operating Systems: implementation, patching, configuration changes, fault
• Anti-malware strategies (Sophos / Symantec / McAfee / Trend / Mimecast)
• Infrastructure Security
• Networking (VLAN / DNS / DHCP / VPN / firewall configuration / routing / server builds / subnets / switch configuration)
• Large data volume storage solutions (DAS / NAS / SAN)
• Cloud Technologies (Azure / Amazon Workspaces / IBM BlueMix / vCloud Air)

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