System Engineer in Wooburn Green

at Spin Master Careers

Date Posted: 6/22/2018

Job Snapshot

Job Description

Reporting to the Senior IT Manager.

This role will provide infrastructure support through the identification, prioritization, and resolution of problems. Additional responsibilities include administration, maintenance and implementation of servers and network/telecommunication devices.  High proficiency with LAN/WAN, wireless networks, Windows networking which will includes Active directory, DNS, DHCP, WINS and Exchange is required.

Specific Responsibilities :

Daily Operational duties

  • Dealing with incoming incidents in a professional, courteous manner in ServiceNOW, over the phone and via email
  • Taking ownership of incidents and managing them in a logical and methodical manner
  • Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all incidents are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into service management teams
  • Sharing knowledge with team colleagues
  • Liaise with global IT teams.
  • Provides level 1 and 2 IT Helpdesk support to local and remote offices
  • Manage vendor relationships for outsourced support services
  • Provides support for video conference issues
  • Assists with backend technology implementations and support

 

Desktop Image Management

  • Setting up Computer Systems/Laptops.
  • Software Installations/Upgrades for Users in Network.
  • Assists with laptop and desktop hardware life cycle management

Job Requirements

Required Skill Set:

  • must have administration experience with Microsoft applications, Windows 10, Windows 7, Windows Server 2008 and 2012, MS Cloud services, Office 365, SharePoint and general knowledge of domain environment.
  • Demonstrated ability to follow problem through to resolution
  • Ability to perform in a team environment
  • Excellent analytical, problem solving, interpersonal, and communication skills
  • Ability to work flexible hours
  • Virtualization knowledge is an asset

Required Qualifications & Experience:

  • Bachelor’s degree in Information Systems or related field, or equivalent combination of education and experience
  • Minimum of 3-5 years experience with multi-site infrastructure support
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Proficiency with Windows 2008 or 2012, Windows 7/10 desktops, and Internet technologies
  • Hands-on experience with Network devices (Switches, Routers, firewalls & VPN devices)
  • Exposure to enterprise backup software for job scheduling and log checking
  • Exposure to VMware virtualization
  • CCNA and/or MCP desirable
  • Knowledge of ConnectWise or Kaseya  central management platforms is an advantage