IT Infrastructure Support Engineer

Main Purpose of Job:

  • Provide day to day hands on technical support and management of the internal Corporate and Customer managed IT Infrastructure and projects,
  • Work as part of the IT team delivering a quality 24/7 service to internal users (both at HQ and remote) and nominated customers using a variety of hardware and software products.
  • Carry out applicable tasks as requested by the IT Operations Manager as specified in the System Administration section of the NSSLGlobal Security Organization document.
  • Reporting to the IT Operations Manager, your prime responsibility will include being an expert on our corporate servers and systems, providing technical support for IT equipment for NSSLGlobal’s HQ and global remote sites, as well as nominated customer gateways and servers.

Key Tasks:

Your prime responsibilities will be to:
  • Build/Maintain/Support the physical and virtual environment, network storage, backup and recovery systems in our core networks. This includes the necessary daily maintenance and IT administration of the network to ensure high service availability.
  • Build/Maintain/Support corporate IT infrastructure for NSSLGlobal’s HQ as well as remote offices and customers, ensuring seamless integration and operation.
  • Ensure that all server builds and networks (both Corporate & Customer) are configured in accordance with NSSLGlobal Corporate/Customer IT Security policy and accreditation standards, as well as the management and support of the security infrastructure.
  • Maintain software compliance for all server operating systems, server applications and client licences, recording purchases and usage details including regular audits.
  • Monitor usage/performance ensuring servers/services are working correctly and efficiently.
  • Management of the email infrastructure including Exchange, cloud continuity services, SPAM filtering and mobile device management (MDM).
  • Ensure compliance with the department’s change control process and procedures
  • Follow departmental
  • Work within the remit of NSSLGlobal’s cyber security policies.
Support the IT Infrastructure Engineers as required in providing:
  • Build/Maintain the IT Hosting Infrastructure as required including Storage, Virtual Environments, Email, Backups(recovery/monitoring)
  • Build/Maintain the IT Security Infrastructure as required, including Antivirus, Update/Patch management, Web Filtering
  • Build/Maintain the Telephony equipment and servers, installation of telephones onto desks.
  • Be part of the IT support team for NSSLGlobal users and nominated customers, fault finding and solving problems, ensuring you own the problem until resolution, ensuring users are regularly informed of progress and that all issues are logged.
  • Be part of the 24/7 on call IT rota responding to emergencies as required, including remote access or site visits for NSSLGlobal corporate network and users as well as nominated customer networks.
In support of the IT manager you will assist in IT Strategy by:
  • Assisting in the management, readiness and implementation of the disaster recovery policy.
  • Conduct research and make recommendations on products, services, protocols and standards in support of all desktop procurement and development efforts.
  • Report on any issue that could impact the business or integrity and security of the network.
  • Assist with continuous improvement, IT service stability and strategy
  • Regularly audit the network and systems to ensure continued compliance with Corporate IT policies and strategy, usage levels etc. and to scope for upgrades/improvements.

Dimensions

  • Excellent written and verbal communication skills necessary both for internal communication and with customers/suppliers

Assignment and Review of Work:

  • Primarily working on own initiative carrying out set tasks. However assignment and review will be from IT Operations Manager.

Decision Making:

  • The day to day decision making for delivery and support of IT services, reporting issues to the IT Operations Manager.

Judgement:

  • Hard working individual with the ability to multi-task, work on your own initiative, prioritise work load, and able to solve problems efficiently
  • Discretion and reliability.
  • Self-starter – ability to work unsupervised when necessary.
  • A logical approach to problem solving and co-ordination of the information gathered to assist the technical team where necessary.

Contacts With Others:

All staff, specific customers and suppliers

Experience/Skills/Qualifications:

  • HND/ Degree or equivalent in Computer Science or related discipline OR at least 10 years applicable experience working in a demanding environment within a busy 100+ user network including remote sites/users.
  • In-depth experience of virtual environments (VMware).
  • In-depth experience of email services inc. Microsoft Exchange, Spam Filtering, cloud messaging and continuity services.
  • In-depth understanding of core Windows OS administration skills, Active Directory management inc. Group Policies, user/group management, PowerShell.
  • In-depth knowledge of maintaining server hardware and storage hardware (NAS, SAN).
  • In-depth understanding of IT Security (anti-virus, hard drive encryption, client hardening and authentication).
  • In-depth experience of High Availability environment inc. clustering and disaster recovery.
  • A sound technical understanding in IP network fundamentals.
  • Must be able to be able to achieve Direct Vetted Status (DV).

Desirable

  • Linux knowledge an advantage
  • Experience of Blackberry UEM server or Mobile Device Management (MDM).
  • Experience of administering and supporting IP phone systems.
  • In-depth experience of SNMP monitoring tools.
  • A sound technical knowledge of any of the following: Endpoint Central, McAfee/Trellix Security, WebMarshal, Veeam, Microsoft SQL Server.
  • Relevant Microsoft qualifications are a strong bonus

Most Difficult Part of Job:

  • User and Customer priorities means the ability to multi-task is a must
  • Ability to be able to proactively and independently own and resolve problems
Get in touch to find out more