Infrastructure Support Specialist

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking an Infrastructure Support Specialist based on their customer site in Durham, this is a Full-time, permanent role to start ASAP. Covering shifts 07:30 - 18:00 Monday - Friday 37.5 hours a week, the role is paying up to £33,500 per annum

Job Scope

The Team's primary roles are…

Proactive support, management, and development of the non-datacentre technical infrastructure of the Banking Group account
User support for the BPO and Apps teams based at Peterlee and Cobalt sites

Responsibilities

These roles include but are not limited to the following responsibilities…

Provide Daily On-Site Cover between (Apply online only) Monday to Friday
Provide 24/7 365 cover on an on-call basis outside of on-site hours. 30 minutes response time.
Support out of hours work (testing, deployments etc.) as required subject to reasonable planning/notice where possible.
Perform and record evidence of daily system health checks
Active participation in Account meeting series including but not limited to…
- Daily ops stand-up
- Weekly support handover
- project & implementation planning calls as required and specified by project managers
Maintain familiarity with key account processes including but not limited to…
- User management process
- change management process
- risk management process
- Incident management process
Maintain a suite of team specific instructions for account support. These should be suitable to allow a new member of staff with suitable Windows/Network experience to understand account specific processes and perform all relevant tasks. These should be review and updated periodically
Adherence to and maintenance of security standards for IT systems including but not limited to…
- maintenance and adherence to backup schedules for in scope servers including daily checks of backup completion
- compliance with Antivirus and malware protection standards including periodic reporting on system compliance
- maintenance and adherence to patching process/schedule for in scope systems
- maintain a relationship with Account Security Officer and attend security review meetings as requested
- monitor inbound and outbound email systems to ensure data protection and AV controls are running. Identify individual events and escalate as appropriate via Incident or security incident process.
- Any issues with complying to the system security processes should be escalated via account incident or risk processes as appropriate
Maintain suitable hardware support contracts for in scope systems. Working with the account procurement teams ensure that all in scope devices always have hardware support in place. Should issues be encountered with support cover or supportability of devices use account change and risk management processes to communicate and initiate remedial action
Maintain skills currency - each team member should be familiar with the core technologies used on the account and strive to identify new technologies that may be relevant to future developments. These technologies include but are not limited to…
- Windows server 2003 to 2019
- Windows 7 & 10
- TCP/IP
- DHCP
- DNS
- Group Policy
- WSUS
- WDS
- DSC
- Powershell
- Virtualisation (Hyper-V)
- KMS
Support account audit requirements by…
- Understanding relevant requirements relating to in scope infrastructure
- Maintenance of documentation including regular review cycles
- Maintenance of work logs including daily/routine health checks
- Firewall rule change compliance
Proactively feed into account technical lifecycle management by identifying systems and software approaching end of life and propose suitable replacements/upgrades
Capacity Management - monitor in scope systems for utilisation for such factors as disk storage, processor, license (including RSA tokens) and memory utilisation. Any identified or projected issues should be communicated via the account's procurement, incident, change or risk management processes as appropriate.
Support account change & development processes by…
- providing infrastructure related subject matter expertise during change analysis
- use account tooling to track progress against changes (Jira & Confluence)
- Technical Solutions Design, Architecture, and Implementation based on account Change Requests
System monitoring and alerting - Implementation and continuous improvement of system monitoring for hardware health and capacity
Maintain the Contact Centre Hardware Asset Spreadsheet, and assisting in ensuring third party support contracts are kept current
Comms Room - Collaborate with IT and Peterlee Facilities teams to maintain the security and working environment of the Peterlee Ground Floor Trade Comms Room.
Provide input into BCP procedures, and support LAN, Server and Applications based at the DR site on a day to day basis, and desktop support in the event of a site DR invocation
Create, and Maintain Contact Centre Desktop and Server COE builds, including company specific configuration and software