Description
Senior Infrastructure Engineer Checkpoint
- Senior Infrastructure Engineer to manage client's IT Support engineers to ensure excellent customer service and resolution of all reported issues.
- Responsible for prioritising and responding to customer requests within agreed SLAs;
- Responsible for the IT Service Help Desk system and processes ensuring they continue to fit the needs of the organisation as it evolves;
- Responsible for the day to day monitoring of production systems for potential problems (eg disk usage database size etc.) and for running and monitoring scripted maintenance tasks, such as backups;
- Contribute to improving internal IT Services Help Desk customer support by actively responding to queries and handling issues;
- Maintain required KPI reports on the IT Services Help Desk team's productivity;
- Provide internal IT Services Help Desk customer feedback to the appropriate internal teams and Identify efficient ways of managing the IT Services Help Desk;
- Ensure objectives/goals are set with the IT Supplier Manager to facilitate performance appraisal.
Essential Experience:
- Windows Server and client platforms , Windows 7/8/10, MS Office , Sharepoint, Active Directory);
- Checkpoint Firewalls;
- Good understanding of network topologies and services;
- Good understanding of Apple products (iPhone/iPad etc);
- Proven work experience as a Help desk team member or Supervisor;
- Hands on experience with help desk and remote control software;
- Solid technical background with an ability to give instructions to a non-technical audience;
- Customer-service oriented with a "can do" problem-solving attitude;
- Significant help desk experience culminating in team leadership or management.