3rd Line Support

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The ideal candidate will have a good mix of skills focussing on major incidents and senior level escalations as well as ensuring that everything is running well on a day to day basis. The main compartments to the role include:

* 3rd line support Microsoft products including Exchange 2010/IIS/ISA/DNS/DHCP/AD/SQL/SharePoint/Lync. Ensuring full system availability to agreed SLA's

* Build, Configure, Administer, Monitor and support of all servers and infrastructure applications to agreed policies and SLA's

* Setup and manages availability and capacity via Solar Winds

* Support of all Storage systems (NetApp) and backups

* Netapps SAN administration and Configuration

* Support and monitoring of all backups using NetApp Data Protection Manager

* Liaising with the Service delivery team for second line, architectural support and escalation to vendors

* Working with project managers to deliver projects to agreed design and standards

* Work closely with Technical Lead and Problem manager to resolve root causes

* Carry out the daily morning checklist when assigned to early shifts and close down checklist when assigned to late shifts

* Incident management - Log every call into the SERVICE NOW Call logging system and Proactively manage the open call list in SERVICE NOW

* Maintain overall ownership of user's issue & service ensuring that they receive resolution within a contracted SLA's

* Assist 2nd line as required

* Perform regular true-ups, record and maintain Assets

* Management of user VLANs

* Diagnose and resolve technical issues to root cause

* Creating purchase requisitions for IT hardware/software

* Perform miscellaneous job-related duties as assigned by the IT Manager

Essential Experience/Skills

* Experience with windows servers.

* Extensive Microsoft Windows Operating Systems experience

* Experience with Microsoft Exchange server, VMWare, SCCM, SAN technology, HP Blade Hardware, SharePoint, Microsoft Lync and Active directory.

* Experience of Windows Office, to include 2003, 2007 & 2010

* Hard Drive encryption experience, to include Bit locker, Point Sec

* Experience/Knowledge of Bomgar or similar

* Experience of working in a professional services environment

* An understanding of IL3 Security in a secure environment

Desired Experience/Skills

Any experience of the folllowing as well would be beneficial:

* Citrix/Xenapp

* Blackberry Enterprise Server Administration

* Android

* LANDesk Administration

* Cisco routers and switches

* Networking experience

* Good LAN/WAN knowledge