Working for a globally recognised Facilities Maintenance company with a presence within the FTSE 250.

The Infrastructure Support Analyst is responsible for providing 2nd line implementation, maintenance and infrastructure support services, to ensure the stable operation of the organisation's infrastructure, data and voice networks as well as an element of application support and 3rd line infrastructure support.

The team's focus is on desktop and local office infrastructure support and administration as well as application support of our document management operation and high-volume document scanners.

The team also assist the 3rd line team in supporting the local servers (physical and virtual), storage and network devices, ensuring they are monitored effectively and contribute to a program of planned updates and patches.

 Responsibilities include:

• 2nd level Incident and Problem Management (Reactive and Proactive)
• Working closely with the service desk team to resolve incidents within SLAs
• Responding to any faults which require an on-site presence.
• Proactively identifying operational problems and contributing to their resolution
• Providing technical expertise to enable the correct application of operational procedures liaising with senior 3rd line colleagues for additional expertise where needed
• Managing and servicing requests
• Deploying and provisioning infrastructure (localised)
• Contributing to the planning of maintenance and installation work and implementing planned updates (MS/VMWare/Hardware etc)
• Implementation of infrastructure and administering and supporting:
•  Active Directory, Servers, Storage and desktop infrastructure
• Network Infrastructure
• Stock management and reimaging of devices as needed for the wider business
• Pro-active monitoring of critical systems, ensuring all alerts are investigated and management of monitoring systems to ensure any changes and additional services are effectively monitored
• Working closely with 3rd parties/suppliers to ensure services are deployed/maintained
• Providing initial investigation and support for the document management system liaising with suppliers and DBA's for additional support when needed, providing initial analysis of issues and providing relevant information to suppliers to ensure an effective response

The Infrastructure Support Analyst assists the organisation by:

• Planning infrastructure support activities
• Planning and managing time effectively to ensure the optimal coverage across each location to support the business requirements
• Planning and managing maintenance (including patching and upgrades) for the desktop and local office infrastructure, assessing and advising of the risks and benefits of plans.
• Implementing, configuring and supporting the desktop and local office infrastructure, data and voice networks (desktop, applications, infrastructure and other technologies) during the hours required by the Business ensuring infrastructure availability, performance, reliability, maintainability, serviceability and capacity are provided in line with agreed service level agreements:
• Providing 2nd line infrastructure support, including on-site support, resolving all incidents and requests in line with SLAs and undertaking problem management working closely with senior 3rd line support colleagues, Service Management, Application Support and suppliers.
• Assisting with implementing service continuity / disaster recovery, capacity management, configuration and asset management, data protection and IT security
• Working to agreed standards for service call management, job control / task processing for field installations, configuration and repairs
• Understanding and applying safe working practices policies and procedures
• Documenting technical infrastructure components and their configuration for support purposes.
• Documenting all work carried out in accordance with required standards, methods and procedures and adheres to any applicable configuration management procedures
• Identifying key issues and risk elements and escalating promptly to the relevant colleague
• Assisting with planning and delivering patches, maintenance releases and all major product enhancement releases to desktop and server/infrastructure components to minimise the impact to the business.
• Ensuring the production environment is protected, preventing any disruption to services outside of agreed maintenance windows
• Ensuring releases are protected by appropriate and tested back-out measures
• Contributing to the continuous improvement of the infrastructure support function by maintaining awareness of technology developments and making appropriate recommendations to enhance infrastructure services
• Contributing to the development of and using robust processes, polices and tools to consistently deliver on promises to customers and each other
• Responding to requests for support in a timely manner and according to agreed SLAs and procedures
• Ensuring users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays
• Ensuring that together the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally
• Pro-actively contributing to overall team objectives and responding effectively to new directives
• Ensuring that together the team is focused on achieving results using all resources available from initiation through to delivery and feeling comfortable to challenge and be challenged
• Actively promoting and encouraging team-working across the IT function, in particular establishing an excellent working relationship with the Service Desk and other support teams
• Actively promoting and motivating other team members to work to, and deliver to the best of their abilities with care and determination
• Introducing, promoting and encouraging enterprise and innovation throughout the team, in looking for new answers and delivering a fresh approach

 Qualifications

•  Experience/Knowledge:
•  Active Directory, Servers and Storage
• Awareness / administration of Windows server 2008R2 & 2012R2 family (Essential)
• Microsoft AD Administration (User/OU/Object Management and permissions), (Essential)
• Group Policy Awareness (Essential)
• Android
• HP/Netapp Storage (iSCSI/FC)
• Dell/HP Servers
• VMWare (6.0-6.7)
• Checkpoint
• Citrix
• SQL

If this is of any interest please apply onilne with your CV or call Jamie on 01745 772218