Systems Support Engineer
Job Summary:
The System Support IT Services Engineer will bring technical expertise to the role and will be involved in many high-profile and critical support tasks and will therefore be exposed to all areas of the business. This is a dynamic, varied and customer facing role that will allow the successful candidate to be involved in a variety of different duties and responsibilities across the technical support platform.
Essential Job Duties and Responsibilities:
- Resolve technical queries escalating from field maintenance, projects, internal resolver groups and customers.
- Proactively manage the 'Incident Management' queue systems ensuring that all tickets are picked up within a timely manner and resolved within KPI.
- As part of troubleshooting, you will be required to escalate identified bugs and issues to engineering using JIRA.
- Manage the monthly security and application patching to 'Front End Devices' through Patch Management tooling and processes for Windows and Unix environments whilst looking at continuous improvements to the process (Preferably using Ivanti EPM).
- Support the Linux patching process through the creation/update of ad-hoc scripting (Linux/Bash/T-SQL) on Linux Ubuntu platforms.
- Support Windows patching process through the creation/update of ad-hoc scripting (Shell, PowerShell) on Windows Server/Desktop platforms.
- Assist with vulnerability scanning of devices utilizing standard security scanning tools.
- Manage customer expectations and resolve queries by working closely with Information Security through effective communication and reporting.
- Troubleshoot networking related issues using standard networking protocols and command-lets.
- Collaborate and manage projects through the delivery life cycle, ensuring new and altered services are transitioned successfully.
- Support Client and Server Management platforms supported by the wider IT Teams (Ivanti, VMWare, Hyper-V, Repository Server).
- Help Identify and implement any training requirements resulting from technical changes that affect the Service Organization by communicating with the System Support Manager.
- Effectively communicate with other resolver teams to deliver on tasks and assignments and meet strict performance KPIs
- Extract, organize, analyse, and deliver high quality reports and presentations using large scale, big data when requested by the System Support Manager.
- As part of service improvement, look to redefine processes, automate tasks & reporting, and provide new methods of working as well as keeping abreast of development in the IT industry and consider proactively how these may be incorporated into current IT Systems and processes.
- Continually document IT Systems and assist with the documentation process within the department.
Skills knowledge and experience:
Essential:
- At least 5 Years of Windows Operating Systems (Windows Server 2008 r2, 2012, 2016, 2019, 2022 | Unix/Linux, L-Ubuntu, Ubuntu, Redhat 7+)
- At least 3 Years' experience of Unix/Linux Operating Systems (L-Ubuntu, Ubuntu)
- Good working knowledge of Client and Server Management environments (Ivanti, VMWare, Hyper-V, Repository Servers)
- Have a minimum of 3 Years' experience in scripting (Linux, Bash, T-SQL, Shell, PowerShell)
- At least 3 Years' experience of security and patch management (Preferably Ivanti EPM)
- At least 3 years Infrastructure experience in a Windows/Unix platform.
- Have sound knowledge of Networking topology's, protocols, and command-lets
- Strong organisational and time management skills.
- Have a customer service background
- Knowledge of ITIL and change management.
- Able to troubleshoot and solve problems identified through a variety of events in a technical environment.
- Ability to work independently as well as within a team.
- Ability to work in a pressured environment
Desirable:
- Previous experience in a similar role environment.
- Have experience in other flavors of Unix such as WindRiver, Redhat
- Have a good understanding and experience of using GITHub and Repo Servers
- Have experience of using Security Tooling (Preferably Tenable and Qualys)
Education and qualifications
Essential:
- Bachelor's degree in a computer science or similar qualification
- Comprehensive knowledge of MS Office applications
- MCSE or MCSA or similar qualification
- Good knowledge of Microsoft Operating Systems
- Good knowledge of Unix Systems
- Good Networking knowledge
Desirable:
- Programming languages (Visual Basic, C++, JAVA)
- Advanced programming language
- Good knowledge of SQL and Databases