Infrastructure Support Analyst

To assist in the provision of 2nd and 3rd Line support services for all infrastructure, ensuring delivery of technical projects.

The Infrastructure Support Team is responsible for providing back office infrastructure support to business and IS users. The team will work closely with the Service Desk to provide second and third line operational support and to ensure timely and efficient resolution of service requests, issues and incidents.

The Role:

• Work closely with external support vendors/suppliers and professional services groups as needed to resolve issues, upgrade or implement solutions
• Performing capacity management and availability management activities for Back Office systems
• Continue learning and training, keeping abreast of developments and innovation within their field
• Evaluate possible technical options, exploiting available technologies within the business and outside while ensuring consistency with current technical design while being cognisant of cost and time implications
• Implement the effective and timely transfer of support issues from 2nd line to 1st line as appropriate
• Assist in the effective management of supplier service reviews and improvement initiatives
• Identify trends and root cause in driving improvements or upgrades as necessary
• Control the acceptance and implication of new or changed technical functionality into the production environment
• Provide support and coaching as required to other team members less experienced in the nominated technical and / or functional areas
• Maintaining a level of technical expertise in at least one domain or subject area as appropriate to the role and continually building a knowledge of advances in available technologies and best practice, identifying and exploiting new opportunities
• Delivery of own performance against SLA, attaining agreed metrics for all services
• Participation in IT projects and ensure capability to support changes post go live
• Participation in all areas of ITIL processes, both reactive and proactive, to ensure a seamless service
• Compliance with business and IS quality management, risk management, security policies and procedures
• Participating in disaster recovery activities as required
• The role will involve working a weekend support rota
• The role will involve working Out of Hours, Weekends and Bank Holidays when required, but primarily the role is a 9 to 5:30 Monday to Friday
• The role also requires to be on be On-call for 1 week to cover out of hours escalations, this is shared through the team on a rota basis

Know What We're Looking For

• Excellent understanding of service delivery processes
• Experience of server hardware configuration and setup
• Minimum 2 years experience in a similar role Proven track record of managing third parties
• Operational support experience
• Vendor / Supplier Management
• ITIL awareness
• Strong Customer Service Skills
• Infrastructure support experience (essential)
• Process and Procedure experience (development and implementation)
• Experience of operating with a high level of autonomy and the ability to manage others to ensure delivery to agreed timescales, with a focus on resolution of support issues in a timely manner

Technical Skills:

• Knowledge of ITIL v3 and experience of working in an ITIL environment
• Experience of working in a fast paced and creative retail environment
• Essential Product Knowledge:
• LAN switches HP/Cisco.
• Networking Skills including TCP/IP, switches, patching, etc.
• WAN configuration MPLS
• Firewall technology Checkpoint/Dell SonicWall/Palo Alto
• Setting up VPNs
• Wireless Infrastructure Motorola/Cisco/Aruba
• VMware vSphere
• Windows Server administration
• MS Office & 365
• Active Directory
• Lotus Notes & Exchange, Outlook 2010 & 2013
• Windows Client 8.1 & 10
• Microsoft System Center Configuration Management Tools - SCCM
• PC hardware, peripheral commissioning and setup
• Experience of ITSM call logging application
• Remote control and remote access product sets
• Storage Solutions
• Mobile technology MDM Management
• Azure / AWS