2nd Line Support – Systems Administrator

Our Client is a rapidly growing independent broker based in London.

The Role

To provide 2nd Line IT desktop support to the Business. This entails the effective administration, maintenance and support for desktop/server hardware, software, and associated peripherals, in a timely and professional manner and in accordance with service level agreements.

Whilst following established practices and processes, the Desktop administrator will need to carry out work using their own initiative, which will require frequent reactive and proactive communication with any staff member in order to give and receive updates on outstanding tasks and Incidents. Internal contact will be with all members of the business and the IT Service Desk team in order to ensure that work is completed accurately. External contact will be with hardware and software vendors and suppliers, as well as 3rd party companies that use our services

Core Responsibilities

The core responsibilities of the role are split into two main areas as shown below:

• To provide initial responses and where appropriate resolutions to staff within agreed response times
• Respond to all employee requests for technical support by phone, email and the inter-office chat service.
• To plan and prioritise work activities across areas of responsibility
• To log support call details within the helpdesk and to ensure that it is correctly assigned to the appropriate person for follow up
• To ensure that all customer records are maintained and updated within the Support Database, ensuring accuracy of data and that it is updated in accordance with the Data Protection regulations
• Installing, maintaining and administrating company servers, computers, printers, cables and other equipment.
• Diagnose network problems involving a combination of hardware, software, power and communications issues.
• Research issues on various computer systems and databases to resolve complaints and answer enquiries.
• Support employees having data connectivity issues
• Responsible for the on-site and remote technical support
• 2nd line helpdesk support and troubleshooting issues. (assisting in setting up desktops for new starters)
• Planning, designing and implementing various systems to include desktop PC’s, servers, network equipment, and software applications
• Developing, maintaining, and monitoring of procedures for all server backups
• Makes recommendations for new equipment and services to purchase and works with various vendors for procurement

Essential Skills & Experience

Our client has provided us with the following table of essential skills and experience:

·         Experience with VMware vSphere 4.0 and up.

·         Knowledge of Cisco products would be an advantage (Catalyst switch and ASA firewalls)

·         Strong knowledge in MS Active Directory Domain Services (Windows 2008 and Windows 2012) and Exchange Mail Server

·         Knowledge of VMWare Products

·         Strong knowledge of TCP/IP networks

·         There will be a requirement for out of hours work, so a flexible candidate is essential

·         Intermediate understanding of network topology

·         Excellent written and verbal communication skills and good clear telephone manner

·         Excellent customer focus and strong desire to provide exceptional helpdesk support

·         A good team player with a flexible approach, possessing a strong commitment to customer service excellence

·         A background in relevant customer care / service environment, including handling e-mail and telephone queries, preferably in an IT/software helpdesk environment

·         Server Operating Systems: Windows 2003, 2003 R2, 2008, 2008 R2, 2012 and 2012 R2, Microsoft Exchange Server 2003, 2007, 2010, Active Directory / Domain Environment

·         Microsoft Office 2007, 2010 and 2013

·         Desktop Operating Systems: Windows 7 and 8

Desirable Skills & Experience

Our client has provided us with the following table of desirable skills and experience:

• Backup and restore processes (Veeam Backup/Replication)
• IT security best practices
• Knowledge of Sophos suite
• Knowledge of Redbox Call Recorder would be an advantage
• Knowledge of Avaya IP office would be an advantage
• Knowledge of BES Express 5.0, 10 and 12 would be an advantage
• IT Experience with Financial services (Docuware, SunSystems, Transwatch)
• Exposure to Salesforce
• Experience supporting SharePoint
• Fluent in a foreign language

Qualifications

The below qualifications would support your application for this role: