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Wintel Engineer

  • Salary: Negotiable
  • Job type: Permanent
  • Location: Gloucester, Gloucestershire
  • Sector: IT
  • Date posted: 07/09/2018
  • Job reference: BBBH86828

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Wintel Engineer


3 Months

DV Clearance

Role Purpose

The role holder is self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.

Key Accountabilities

  • Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
    * Business Awareness. Develops an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
    * Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
    * Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
    * Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
    * Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
    * Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

Must be able to demonstrate level 3 experience of working on current and future technologies such as VDI delivered architecture. The FTEs engaged in the provision of this support service shall provide:
a. Installation, configuration, deployment and maintenance of Microsoft and other third party products and services on site and to deployed sites when required. Specifically focusing on the following areas:
i. Incident Management;
ii. Service/Change Requests;
iii. Problem Management;
iv. Configuration Management;
v. Knowledge Management (Creation and retirement of Knowledge Articles)
vi. Projects, trials, exercises and UK based support to deployed Operations;
vii. Routine Maintenance;
viii. Capacity and Demand Management.
b. Provide support, advice and recommendations to design changes;
c. Support to the Authority towards its Continuous Service Improvement (CSI) initiatives; through undertaking mentorship and technical knowledge transfer to all Military Service Providers (Military or Civil Service), contributing and making suggestions at CSI workshops and producing technical and knowledge transfer documentation.
d. Carrying out root cause analysis where required.
e. Producing a skills and knowledge transfer plan which will be agreed between the contractor and the authority (Director CyISOC) that will be audited every 6 months to ensure that knowledge and skills transfer is taking place between the contractor and the authority.
f. Where tasked, liaising with other resolver groups and military organisations across the MOD and NATO with regards to implementing changes and resolving Level 3 WINTEL incidents, problems and

Mandatory Skills Required:
Veritas Storage Foundation
Veritas Volume Replicator
Windows Server 2003
Windows XP Desktop
Active Directory
Group Policy Objects
Server Failure Debugging
Anti Virus (VirusScan & EPO)
Microsoft Sharepoint Server 2003
Microsoft Identity Information Server
Alternative Web Servers such as Apache
Microsoft Windows Sharepoint Services 2003
Microsoft Internet Information Server (IIS)
Microsoft ISA Server 2004

Desirable Skills Required:
Veritas or Microsoft Clustering
Veritas Netbackup Scripting
HP Radia
Microsoft Exchange Server 2003
HP Protect Tools
Sanctuary Application and Device Control
EMC Storage Solutions and SAN Technologies
Advanced IP Networking
Electronic Document Record Management
Searching Technologies (MS Index, MS Search, Verity Search) Databases including MS Access, MS SQL and Oracle
Microsoft Office Applications

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