|Date Posted||February 9, 2018|
The primary objective of this role is to support IRIS IT users through the effective resolution of IT support issues and management of IT network and server infrastructure to a high standard in a timely manner.
Effective resolution of technical IT support issues to a high standard and in a timely manner to ensure the successful resolution of IT technology users’ support requirements and enhance business productivity.
Effective and proactive management of IT network and server infrastructure ensuring security, integrity and availability of IT services in maintained and appropriately documented.
To identify and escalate IT support issues and problems to the infrastructure team in a timely manner to ensure business SLA’s are achieved and facilitate the delivery of responsive IT support within IRIS.
To apply, promote and endorse compliance in IRIS policies and procedures ensuring business knowledge and understanding is maintained including applicable licencing, technical and statutory obligations
Identify continuous improvement initiatives in IT systems and process; provide effective problem solving and outcome driven decision making to ensure IT solutions are delivered; and support issues are resolved, quickly, accurately and responsibly to provide efficiency, clarity and effectiveness within the business
To provide on-site and out of hours support to the business through a structured on call roster to ensure IT support requirements are met and business productivity is maintained
Maintain a positive, safe working environment and adhere to IRIS Limited’s Health and Safety policies and procedures to ensure work systems and processes are safe; educate and encourage employees to identify unsafe work practices, propose and implement safer work methods, and problem solve to achieve safer work practices; monitor, implement and report on health and safety activities
External service providers
Escalation and management of issues where support is underpinned by a 3rd party
To ensure the delivery of IT support and execution of IT projects.
To provide out of hours remote support for critical and urgent incidents and service requests.
As per on call roster or otherwise required
IRIS Infrastructure engineers/IT management
Escalate IT support issues and problems for direction or further analysis and rectification
Authorities & Decision Rights
The incumbent in this position is responsible for understanding and complying with the IRIS Authority Matrix.
Begun or completed formal IT qualifications e.g. MCTS/MCITP/CCNA/CCNPCISSP etc.
Delivered varied IT support in a medium to large corporate environment that utilises ISO9001/ ISO 27001, PCI DSS or ITIL service management practices.
Provided extensive remote desktop support to users in multiple locations
Support of Microsoft desktop and server operating systems, core applications and office productivity applications including office 365
Exposure to supporting Citrix/RDS published desktops/ applications
General exposure to windows server administration
General exposure to networking equipment
Provided comprehensive desktop/server support including windows Active Directory user account creation and administration; troubleshooting of IT issues
General exposure to IT cyber security best practice and implementation or cyber frameworks (e.g. NIST) – including any past experience with security operations and knowledge of SIEM solutions
Ability to work to tight time frames
Strong troubleshooting skills
Ability to assess and adapt to a situation.
Strong office & o365 applications word, excel skype. OneDrive etc
administration of o365 / exchange online, Azure, environments
Excellent written and verbal communication skills
Structured and thorough working practices
Quality focused with high attention to detail
Diverse exposure to Windows services Inc. Hyper-V Active Directory, DFS, DNS/DHCP
Support of windows & Mac desktop operating systems (windows 8/10)
Installation and administration of Cisco network equipment with diverse troubleshooting experience across LAN/WAN including MPLS and VPN services plus Cisco ASR and other firewall brand.
Administration of VoIP phone systems (Avaya)
Creation and use of powershell and other scripting tools to automate IT systems deployment and administration
Use and administration of IT security, Auditing, monitoring and alerting tool sets (SCCM, Solarwinds, openmange etc.)
Basic understanding of ITIL service delivery, change and release management processes
The position is identified as an Individual Contributor in the IRIS Capability Model verification
What's in it for you?
We believe in creating a culture of engagement and reward to develop employee potential and offer long-term career success. So what can we offer you?
Generous holiday allowance
Private medical healthcare
Competitive pay and bonus scheme
Complimentary benefits, including Bike to Work, Childcare Vouchers and discount schemes
Find out more about our flexible employment benefits.