Develop, test, operate, monitor, manage, and support IT services using a collection of hardware, software, networks, data centres and cloud platforms.

This role will bridge the infrastructure and network teams and will have responsibilities to identify and remediate day-to-day infrastructure & network issues as they arise; as well as working on projects to improve the delivery of key services and contributing to the overall architecture design.

Requirements

What You'll Do:

Overall

• Resolving incidents as assigned from ITSM ticketing system (ServiceNow) within the prescribed SLA, ensuring prompt status updates are maintained.
• Make recommendations for changes when required and ensures the relevant testing and CAB entry has been carried out and approved.
• Resolves major incidents outside core working hours when on call.
• Escalates incidents and problems to the Service Delivery Manager when required and ensures a resolution is applied promptly.
• Participates in disaster recovery testing and rehearsals.

Network

• Administration of switch and firewall configuration.
• Resolving alerts from the monitoring systems for all network services and systems.
• Maintenance of development and testing network environments
• Identifying trends, logging the trend as a problem ticket and ensuring the problem record is updated in a timely basis.
• Regularly review capacity of the network and raise recommendations for dealing with issues before they impact the business.
• Aiding with the management of the internal and public DNS
• Support delivery of IT-related projects and provide input into the overall direction of the network and security and architecture.
• Recommend and execute modifications to the existing network design to improve efficiency, reliability, and performance.

Infrastructure

• Administration of Azure AD, Azure Networking, Virtual Machines, PowerBI, Azure SQL and Azure Web Apps.
• Engaging directly with application development, application support and security teams as part of analysis and remediation of identified risks and issues
• Undertake timely security patching activities to ensure all infrastructure components remain free of vulnerabilities
• Coordination of penetration and vulnerability testing across company systems and networks
• Analyse, design, test, install, document, implement and support complex network solutions in cloud environments
• Demonstrate good judgment, identifying problems in advance and proposing solutions
• Possess and maintain a deep understanding of IaaS and PaaS services offered on cloud platforms and understand how to design and operate networks to support ease of use, self-service, automation, and reliability of service.

Communication

• Communicate regularly with the Service Delivery managers and Service Delivery team members
• Ensure that the team documentation is maintained and updated regularly as required
• Provide input to the monthly IT Services report.

Who You Are:

Essential

• Minimum 5-8 years of experience in a technical support role including networking and infrastructure
• Extensive knowledge of network technologies (ports/protocols, access control, routing and firewalls)
• Proven support background with both on-prem servers and IAAS cloud platforms including Azure Infrastructure.
• Strong administration capabilities in Active Directory and Azure AD.
• Good working knowledge of Active Directory services, including reporting and auditing of Active Directory objects
• Knowledge of Cloud telephony, Azure communication services (ACS) and Session Border Controllers (SBC’s)
• Knowledge of penetration testing methodologies
• Knowledge of Intrusion detection/prevention systems (IDS/IPS/WAF) and vulnerability assessment tools
• Experience of investigating security issues/incidents
• Extensive LAN switch knowledge
• Experience in building and documenting Processes and Procedures;
• Experience in producing implementation documents (e.g. new office setup)
• Extensive VPN and Global network routing implementation and support
• Resolving complex IT issues in a Tier 2-3 capacity

Preferred

• Experience with IAAS on Google Cloud Platform.
• Knowledge of Autopilot and Intune
• Working in a Project Management framework.
• Knowledge of Information security compliance standards (ISO27001)
• Experience of dealing with third party outsourcing companies
• Skilled in using scripting tools (PowerShell & PowerBI)
• ITIL Version 3 foundation level or above desirable
• Azure certification AZ-104: Azure Administrator Associate
• Proven analytical and problem-solving skills
• Strong documentation skills
• Organized, methodical and self-motivated
• Strong analytical skills and attention to detail
• Ability to visualise and analyse problems affecting multiple systems/locations
• Takes the initiative to proactively resolve issues within own remit and recognises when escalation is required
• Uses own knowledge and experience to make sounds judgements or assist others with sound judgements
• Considers the regional and global implications of what we do in our own areas of responsibility
• Identifies and builds relationships across team and region
• Understands need to work within project scope, including price
• Shows understanding of others in order to influence as appropriate