<p>&nbsp;ideal candidate</p>

<p>&bull; Good interpersonal skills, with the ability to communicate effectively and clearly to both IT and business staff<br />
&bull; Identify the work required and organise, facilitate and / or perform the work with only limited guidance from line management<br />
&bull; Good analytical skills, structured and methodical approach<br />
&bull; Highly organise, with the ability to plan ahead for short to medium term objectives<br />
&bull; Commitment to Quality Standards and continuous improvement<br />
&bull; Good knowledge of Microsoft technologies - up to Windows Server 20012, Exchange Server 2013, Windows 8 and Office 2013 / Office 365<br />
&bull; In depth knowledge of Networking / Backup and Virtualisation technologies<br />
&bull; Administration of Backup Solutions<br />
&bull; Administration of Citrix solutions<br />
PREFERRED SKILLS<br />
&bull; Technical knowledge and exposure to Cisco, EMC, VMWare, Citrix, NetApp, Microsoft Server OS products, services, tools and processes<br />
&bull; Working experience with Microsoft and VMWare products in medium to large-sized companies<br />
&bull; Qualifications - 3 MCPs and the enthusiasm to continue development to achieve MCSE / MCITP within 6 months of joining<br />
&bull; Strong knowledge of the ITIL processes</p>

<p>&nbsp;Job description</p>

<p>Deliver second line technical service to SCC service customers of &ldquo;converged infrastructure&rdquo; technologies (storage, compute and virtualization solutions), in line with business standards, processes and contract entitlement.<br />
<br />
The 2nd Line Support Engineer is a client facing support role, providing excellent customer service, pro-active maintenance of anti-virus software and software/hardware package updates for client networks and infrastructure. This support function provides BAU support across the phone, via remote access and get involved in on-site visits where appropriate as part of project work.<br />
<br />
<br />
The main roles and responsibilities of this position include:<br />
&bull; Ownership of support calls within the Event Management Tool<br />
&bull; Provide regular updates to both the customer and the Service Desk of open events<br />
&bull; Ensure effective and rapid response to Major Incidents<br />
&bull; Utilising experience and evolving technical ability to bring about resolution of technical issues and queries from customers relating to SCC Infrastructure portfolio<br />
&bull; Performing as an integral member of the Infrastructure Technical Support Team<br />
&bull; Management of information relating to customer incidents or service requests, and the effective communication of progress of such events, to customers, colleagues and 3rd parties<br />
&bull; Adherence to SCC processes and procedures<br />
&bull; To deal with customer requests in line with Service definitions and SLA&rsquo;s<br />
&bull; Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager<br />
&bull; Effectively manage escalation to second line engineering colleagues<br />
&bull; Maintain an in-depth knowledge of industry standards relevant to the role<br />
&bull; Daily / Weekly / Monthly health checks and monitoring on a 24x7 basis of systems to ensure services with minimum downtime<br />
&bull; Review and update SCC&rsquo;s internal knowledge base<br />
&bull; Setting up user accounts, permissions and passwords;<br />
&bull; Monitoring server usage;<br />
&bull; Ensuring the most cost-effective and efficient use of servers;<br />
&bull; Suggesting and providing IT solutions to business and management problems;<br />
&bull; Ensuring that all IT equipment complies with industry standards;<br />
&bull; Analysing and resolving faults, ranging from a major system crash to a forgotten password;</p>
