Description
Harris Global are currently recruiting for a L2/L3 Midrange Support Specialist for a massive transformation and change program in the North East.
The successful candidate will join a highly skilled team of engineers providing a comprehensive support function to Central UK Government users. The role will require a flexible working ethic and a pragmatic approach to IT Support, they will have second/third line support background, and have good customer service and communication skills. The team cover the hours of 6am - 8pm Monday to Friday as part of shift Rota. Participation in an Out of Hours Rota, providing remote support, will be required.
Description of Role
- Provide Support (O/S, Software and Hardware) to the MFS Server Farm
- Provide Support to the customer end users, ensuring SLA's are met.
- Undertake Midrange Level 2 & 3 Builds to all flavours of UNIX
- Provide a comprehensive support function for technology solutions and implementations, providing a full range of ITIL service delivery skills, eg Incident and Problem Management, Change Management, Configuration and Release Management.
- Perform Root Cause Analysis where appropriate, propose and implement long-term fixes.
- Perform preventative maintenance to ensure service levels continue to improve.
- Software life cycle - monitor product EOLs, define product roadmap, test and implement releases.
- Service improvement - monitor systems and services to improve performance and reduce support overhead.
- Suggest enhancements that reduce the need for manual intervention using automation.
- Support and Maintain the Anti-Virus software across the UNIX estate
- Support and Maintain the clients networked printer solution
- Ensure knowledge base articles are updated
- Contribute to the development of the Quality Management System by writing documents, reviewing and attending meetings where necessary.
- Ensure adherence to ISO9001 accreditation.
Education and Experience Required
- Bachelor's degree (or equivalent) in Computer Science, Engineering, or related field or equivalent work experience.
- May hold entry-level or intermediate-level certification(s) in work field.
- Typically 2-5 years of relevant experience
Essential Knowledge and Skills Required
- Unix (AIX, Solaris) - L2/L3 Support and Build Experience
- Microsoft Windows Server (L2/L3) Support Experience
- Experience in the use of Incident Management Tooling eg ServiceNow
- Experience of Enterprise Monitoring Tooling eg HP Operations Manager
- General understanding of related technologies (eg Networking)
- Customer Service
- Proactive, team player
- Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve
- Candidates should be UK national.
Desirable skills and knowledge/certifications
Formal Vendor Certification
Formal ITL Certification
Management and administration experience of Computer Associates (CA) ITCM
Management and administration experience of MacAfee Anti-Virus
Knowledge or experience of Service-Orientated Architecture (SOA)
Knowledge or experience of VME
Knowledge or experience of MFSR Opstrat Access/Printing
Knowledge of Oracle Web-Logic