2nd Line Infrastructure Support

Job Type:
Enterprise Applications
Job reference:
about 1 month ago

2nd Line Infrastructure Support

Location: Reigate - Onsite working required

Contract Length: 6 Months

Pay rate up to £270 per day via Umbrella inside IR35

Reports to: IT Infrastructure 2nd Line Team Leader
Department: Information Technology
We are a protection insurance business. To deliver products to market, the company employs an in-house IT department that fully builds, develops, tests and supports that proposition.
The IT department contains teams for Infrastructure, Development, Testing, Business Intelligence, and Production Support. The Infrastructure Team requires an additional Infrastructure Engineer to join their ranks.
The role requires someone who holds a wide-ranging technical skillset, works well within a close-knit team, and above all, enjoys the challenge of working with technology.

§ The position sits alongside fifteen other engineers and specialists. As a team, they are responsible for supporting, maintaining, and implementing all aspects of the IT infrastructure for AIG Life.
§ This is an excellent opportunity to work closely with a team skilled in all aspects of IT, with decades of experience between them.
§ Fundamentals of the infrastructure include a core of Microsoft technologies across both the desktop and server estate, substantial presence in cloud computing environments e.g. AWS and Azure, enterprise hardware from vendors including Cisco, Fortinet, Avaya and Dell.
§ The model candidate must be enthusiastic and self-motivated, enjoy working in a varied and challenging environment, and preferably have career experience of 2 years+ in supporting Wintel systems and a good understanding of remediating security vulnerabilities.
§ The business model for AIG Life is fully e-commerce that operates 24x7. Supporting the applications and infrastructure that deliver the proposition to market is a key role for the company.

From the team leader…
"We are an in-house team that enjoys getting the most out of technology. The continuing strategy is to keep our systems at the forefront of what is available, holding that technical edge in the marketplace. The company is embedding a more casual working atmosphere, of which we enjoy the benefits, though that does not mean we take our foot off the accelerator pedal. We employ the 'just get it done' attitude (as far as compliance allows us!) and fully implement and support systems end-to-end in-house. The team brims with enthusiasm and has a wide breadth of technical knowledge. In the office, everyone focuses on the job in hand, and there is a great working atmosphere with open discussions. Outside of the office, we find the time for social events, which tend to focus on plenty of good food! This is an excellent opportunity."

The Infrastructure Engineer's role is to provide 1st and 2nd line levels of technical support to the Life Insurance business, covering all areas of IT deployed within the company.
In particular:
§ Provide excellent customer service and be the first point of call for IT support queries from internal staff, this could be via phone, email, Teams, and face-to-face.
§ Take ownership of tracking and remediating security vulnerabilities within a given timeframe.
§ Administer the internal ticketing system and act upon requests for change and system access.
§ Diagnose a wide range of issues, from the user desktop environment to server applications.
§ Be able to spot potential technical vulnerabilities and suggest resolution.
§ Proactively monitor systems and take preventative measures to reduce system downtime.
§ Highlight possible trends from re-occurring incidents.
§ Update the internal knowledgebase with both technical guides for colleagues, and system usage procedures to aid customers.
§ Work collaboratively with our parent company & third party support services on diagnosing and troubleshooting issues.

General Responsibilities:
§ Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies.
§ Understand the requirements of the business and suggest appropriate technologies to help deliver business goals.
§ Perform as a member of the IT Infrastructure Team, working closely with other senior team members, and colleagues across the IT Department (onshore and offshore) in order to support all systems and technical processes.

§ Excellent experience with Microsoft technologies across the board:
o Active Directory and GPO administration.
o Exchange administration.
o Win10 desktop management using SCCM, WDS & WSUS
§ Good general knowledge of networking and technologies:
o The TCP/IP stack.
o Concept of VLANs and firewalls.
o Wireless configurations.
§ Experience in remediating vulnerabilities within a Microsoft environment:
o Scanning tools such as Nessus or Qualys.
§ 2 years+ of 1st line technical helpdesk environment.
§ 2nd line technical support experience.

§ Experience of working within a change control environment or financial institution.
§ Experience in virtualisation platforms such as VMware vSphere and ESX.
§ Exposure to cloud based environments, e.g. AWS, Azure.
§ Exposure to Microsoft Server 2012 - 2016.
§ Exposure to administration of telephony platforms, ideally Avaya.
§ Exposure to administration of mobile devices, ideally Apple iOS.
§ Scripting ability with PowerShell.

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