Main Purpose of Job:
- Provide day to day hands on technical support on the 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 users) as well as nominated customer gateways, servers and laptops.
- Install, configure computer hardware (IP phones, mobile devices, workstations, peripherals etc.), operating systems, software and applications as well as resolve any technical issues that arise.
- Assist in the administration of corporate servers and applications.
- Carry out daily, weekly, monthly duties and applicable tasks as requested by the IT Operations Manager as specified in the System Administration section of the NSSLGlobal Security Organization document.
Key Tasks:
Your prime responsibilities will be to:
- Build laptops and PC’s according to internal & customer specifications as applicable ensuring that they are completed in accordance with NSSLGlobal’s IT Security policies and accreditation standards, including the creation of standardised build images.
- Ensuring the smooth running and patching of the desktop environment. Monitoring usage/performance, ensuring they are working efficiently, including tight controls on hardware/software obsolesce
- Manage and support onsite A/V equipment including Video Conferencing, Projectors etc.
- Follow departmental change control process and procedures.
- Work within the remit of NSSLGlobal’s cyber security policies.
- Assist with the administration of nominated customer IT equipment and networks.
- Be part of the support team for NSSLGlobal users fault finding and solving problems, ensuring you own the problem until resolved ensuring users are regularly informed of progress and that all issues are logged within Service Desk.
- Work with external suppliers where support cannot be done in house to assist IT with problem resolution.
- 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.
Support the IT Infrastructure Engineers as required in providing:
- Support the IT Hosting Infrastructure as required including Storage, Virtual Environments, Email, Backups(recovery/monitoring)
- Support the IT Security Infrastructure as required, including Antivirus, Update/Patch management, Web Filtering
- Support the Telephony equipment and servers, installation of telephones onto desks.
- Support the remote working environment including VPN’s and RDP.
Asset Management Responsibilities include:
- Maintain user assets (including software licences) inventory and update changes when kit is moved/deployed within the company. Perform regular auditing of the asset register.
- Maintain software compliance for all desktop operating systems, desktop application and client licences.
In support of the IT Operations Manager, you will assist in IT Strategy:
- Assist in CyberEssentials(+) audits and assist in strategising policies for ISMS
- Continuous evaluation of existing processes/procedures ensuring Desktop Support is carried out in the most efficient and effective manner, working with the IT Operations Manager to initiate appropriate best practice and corrective action.
- Conduct research and make recommendations on products, services, protocols and standards in support of all desktop procurement and development efforts
Dimensions
- Excellent written and verbal communication skills necessary both for internal communication and with customers/suppliers
Assignment and Review of Work:
Assignment and review will be from IT Operations Manager.
Decision Making:
The day to day decision making for delivery and support of IT user 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 5 years applicable experience working in a demanding environment within a busy 100+ user network including remote sites/users.
- A broad range of technical skills is required in terms of diverse IT hardware and business applications.
- A sound technical knowledge of core Microsoft Windows 10/11 desktop environments, including building, troubleshooting, patching
- A sound technical knowledge of Windows Server 2019/2022 administration skills
- A good understanding of IT Security (anti-virus, hard drive encryption, authentication)
- Experience of Microsoft Exchange and Email services such as spam filtering and cloud continuity/messaging services.
- Previous experience covering 1st/2nd line support roles.
- Must be able to achieve Security Clearance (SC/DV).
Desirable
- A sound technical knowledge of Windows Group Policies and Active Directory would be highly advantageous.
- A sound technical knowledge of any of the following: Endpoint Central, McAfee/Trellix Security, WebMarshal, Veeam
- A sound technical knowledge of Virtual Environments (VMware)
- Experience of administering and supporting Mitel phone system.
- Relevant Microsoft qualifications.
- Experience of administering / supporting Blackberry UEM and mobile device management (MDM).
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