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3rd Line Operations Support Analyst
Role Purpose
The 3rd line Operations support role offers IT technical management at every level of support across multiple server platforms. Within this busy environment the role can be very demanding, looking after customer Citrix farms, Windows Server Operating systems, Virtual Environments, and associated production software solutions.
The consultant will be required to assist with implementing and supporting Windows based technologies.
Key Accountabilities
• Act as technical or business resource for broad & complex issues
• Provide technical, guidance to customers & other consultants
• Work with management to resolve sensitive account issues
• Efficiently perform complex consulting engagements on a frequent basis
• Strategically analyse the risks, benefits, & opportunities of various solutions as required
• Proactively work with the Distributed Systems team and with 3rd parties
• Work with the management team to improve service levels and quality
• Manage customer incidents effectively
• Perform technical troubleshooting to a high standards
• Proactively monitor and recommend changes and alterations that increase customer satisfaction
Key Success Criteria
Achievements & targets will be based upon the following:
• Customer Satisfaction
• Successful service delivery
• Product / solution knowledge
• Skills cross training
Knowledge, Skills & Experience
You will have excellent knowledge of Wintel infrastructures with experience of supporting multiple server environments and mainstream Microsoft products.
The role involves day-to-day support of varying environments, maintenance, administration and often project based work. You must be able to demonstrate strong problem solving skills with excellent troubleshooting capabilities.
Essential Experience:
Ideal candidate must have excellent experience in at least four of the following:
(Other areas should be to a good level of understanding)
• Microsoft Windows Operating systems MCSE
• Citrix Presentation Server/Xenapp 4.0, 4.5, 5.0 & 6.0
• SQL
• Novell
• Microsoft Exchange
• Virtual Desktop Environments
• VMWare3.5, VSphere 4 VCP
• Linux – Suse or Redhat
• Industry standard Backup technologies. Netbackup would be a particular benefit to this role.
• 3 years of support services experience
• 3years IT experience
Technical/Functional Skills:
• Good Working Knowledge of Active Directory environments
• Good working knowledge of Hardware solutions, SAN, Networking and Backup technologies
• Working knowledge of Citrix servers / farms (Skill level requirements: - Implementation, troubleshooting and administration)
Personal Attributes/Interpersonal Skills
• Adaptability/Flexibility
• Excellent communication and interpersonal skills
• Time management skills
• Commitment to continuous learning & self development
• Impact & influence understandings
• Teamwork & cross-global group collaboration
Special Requirements/Additional Information
• Full UK driving Licence
• Flexibility with regards to working hours
• On-call support rota
• Live within a commutable radius
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