2nd / 3rd Line Infrastructure Engineer – Lots of Autonomy – Prof Services FILL

August 9, 2018
Leeds, United Kingdom
Job Type
25,000 - £28,000 + Bens


This is a thriving organisation, specialising in the full range of legal services underpinned by a background of years of ethical service delivery. The organisation are the UK’s largest independent company within their niche and are seen as the go to firm in their sector. A great place to work, they are committed to developing employees to deliver a first class service and are proud to hold the Investors in People Gold standard award.

Currently seeking an ICT Support Engineer to offer in house support on all elements relating to infrastructure and all ICT related hardware. This will involve responsibility for ICT equipment at all levels from installation and routine maintenance of Servers, PC’s and printers through to the implementation, maintenance and support of critical infrastructure to meet our operations present and future business needs. Besides your day-to-day activities, there will be plenty of opportunities for you to get involved in projects and innovate in supporting the business and ICT requirements. You will be a key part of the team and thrive in delivering high quality results and always be on the lookout for advancing and improving their technological capabilities.

Working alongside an applications support colleague with responsibility for all software and communication applications, the requirements are to work collaboratively with all partners, stakeholders and colleagues to achieve the key duties associated with the role which shall include, but is not limited to:

 Maintain a broad, end-to-end technical understanding of the ICT infrastructure in use across the business, being recognised as the “go to” person for incidents and ad hoc infrastructure and ICT equipment support, maintenance and development requests.

 Ensuring all ICT equipment and infrastructure (hardware and software) is running to its optimum performance. This will include internal networks, all internal hardware (including servers, PC’s, printers, telecommunications equipment), Infrastructure Software (including Server OS’s, Active Directory, Exchange), ICT security systems, internet connectivity (leased lines/broadband), telephone lines, security access systems.

 Carrying out the execution of change management requests as required (which may involve out of hours work).

 Installation, maintenance and support of all ICT equipment including Servers, desktop PC’s, laptops, telecoms equipment, printers, scanners, and workstations.

 Maximising the availability of all ICT equipment and infrastructure through continuous improvement and proactive, preventative maintenance with a continuous look to improve equipment efficiencies and cost reductions.

 Ensure all devices Anti Virus and Anti Spam software is updated with plans in place to respond to a virus or virus type outbreak.

 Delivering outstanding level of service to your internal and external customer base.

 Liaise with contractors or external supply partners and clearly communicate technical issues to achieve successful resolution of incidents with minimal downtime and disruption to the business.

 Conducting user equipment trials and testing.

 Providing technical support to projects and initiatives.

 React quickly and as necessary to live infrastructure and equipment errors to minimise downtime and resolve the issue(s), by monitoring Event Logs, Alert Emails and ticketing tools.

 Performing any infrastructure or equipment upgrades or incident resolution out of hours to avoid unnecessary disruption to business activities.

 Plan, coordinate and deliver all documentation required in supporting the infrastructure to agreed standards, on time and error free.

 Identification of business, security and compliance risks associated with all equipment and infrastructure.

 Provide solutions, guidance and help to user problems wherever possible.

 Maintain an up to date schedule of works relating to any issues detected including the remedial action taken to resolve and restore and an appropriate plan to avoid any recurrence.

 Provide a visible and accessible IT support function to employees and guests.

 Support users in the use of all equipment and relevant infrastructure by providing necessary training and advice and promote new technologies and processes by use of seminars and knowledge guides.

 Manage New Starters and Leavers processes

 Log and respond to all support calls and provide timely updates/solutions to users and senior management.

 Liaise with outsourced partners and others on technical issues and project work.

 Handle confidential information in line with the firm's data security protocols.

 Keep updated on new technologies.

 To constantly monitor and analyse the existing ICT infrastructure with a view to identifying and recommending new and emerging technologies/advancements. Assess their relevance and potential value to the business and make recommendations for the improvement of the ICT infrastructure and systems to ensure that they align with the business processes and plans

 To ensure regulatory and legislative compliance (including all related Health & Safety requirements for the use of all ICT related equipment) whilst enabling the business to improve efficiency and client satisfaction

 Identification of business, security and compliance risks associated with ICT equipment and infrastructure and formulating and reporting a plan to mitigate those risks

 Develop and manage the company ICT security policy

 Development and implementation of a disaster recovery plan for the business

 Undertake daily health/security checks, backups, consumables etc

 Ensure regular service of server and network management tasks

 Install and configure ICT equipment to a specification requested by senior management

 Provide a visible and accessible IT support to employees and guests (including out of office hours)

 Provide hardware fault-finding expertise and resolve where possible

 Troubleshoot multi-functional device issues

 Undertake ICT equipment and infrastructure projects from proposal through to delivery ensuring that proposed projects are properly understood, investigated, sourced and appropriately exploited

 Manage and maintain server/communications room including all racking and cabling

 Provide support to the company’s video conferencing and AV facilities, assisting users with general queries

 Ensure back up tape and monthly tape procedures are followed

 Manage and maintain stock levels, including mobile/laptop/tablet allocation. Ensure all stock is asset tracked corresponding to the requirements outlined by Management

 Handle confidential information in line with the firm's data security protocols

 Design, update and maintain technical documentation relating to IT protocols and procedures and, ensure these are shared with other staff members

 Keep updated on new technologies and service methods

 Maintain OS/third party application patch levels and security definitions

 Co-ordinate and facilitate moves around the office

 To undertake an active role in the business’ organisational development, contributing to change management projects

Essential Technical Skills:

Windows Server 2008/2012/2016

AD, DNS, DHCP, IIS, Group Policies Exchange Server 2007/2010/2013/2016 SQL

Server Management 2008/2012/2014 Virtualisation experience

Windows Workstation 7 and 10

Microsoft Office

Server Hardware, Networking and Firewalls

Backup Technologies and Disaster Recovery

Desirable Technical Skills:

HP Servers, HP Switches, SonicWall, VPN, SSL-VPN, MDM, WiFi networks

Phone System experience (preferably NEC)

TAPI Dialler

Sage Accounts and Payroll

CCTV System Management

Door/Security Access Management

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