More about the role

As a Senior Technical Services Analyst you will be responsible for delivering technical services for infrastructure servers and storage.  You will work closely with the Service Desk to provide 2nd and 3rd line operational support and will support the process of impact assessing and planning IT infrastructure changes, and will then implement, test and monitor required changes in line with agreed change plans.  You will be considered the expert on server and storage infrastructure, being known as the go-to person for complex issues

You will be responsible for;

Support

• Providing, managing and maintaining all servers (Unix, Wintel and Mainframe) ensuring they remain available at all required times

• Managing and maintaining all core operating systems

• Resolving IT infrastructure-related incidents, service requests and problems in a timely and efficient manner in line with Business requirements

• Provide timely communication to users on the status of their service requests and incidents, as required

• Liaising with IT suppliers to ensure IT infrastructure-related incidents and problems are resolved in a timely and professional manner

• Ensuring problem prevention methods are continually applied to improve service levels and reduce costs

• Undertaking IT infrastructure-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.

• Monitoring the availability, performance and throughput of supported IT infrastructure

• Prioritising and scheduling assigned support activities and tasks

• Maintaining IT infrastructure support technical documentation

• Participating in disaster recovery activities as required

Change

• Working with project teams to review and impact assess new business requirements

• Contributing to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change rollout plans etc.

• Ensuring capacity, availability, security and service support requirements are considered in all IT infrastructure changes

• Providing required environments

• Implementing, testing and monitoring required IT infrastructure changes in line with change implementation plans

• Ensuring IT infrastructure changes meet the agreed service acceptance criteria

• Ensuring Asset and Configuration Management principles, processes and procedures are applied

• Ensuring monitoring thresholds and alerts are set up to achieve a fix before fail way of working

You will have;

• A degree in IT or related business topic (desirable)

• Experience as an Technical Services Analyst

• ITIL Foundation Certificate

• Microsoft Certified Systems Administrator (MCSA)

• Microsoft Certified Systems Engineer (MCSE)

• Experience with Microsoft Exchange Server (desirable)

• Experience with Active Directory Policy Administration (desirable)

• Experience with E-Mail Filtering Systems (desirable)

• Experience with Enterprise Anti-Virus solutions (desirable)

• Experience with SCOM (desirable)

• Strong experience of creating and managing virtual and physical servers for UNIX and Windows variant O/S

• Expert knowledge of data storage devices

• Expert understanding of UNIX and Windows file systems 

Vmware Certification (VCP)