Job Summary: 

• 2nd-level incident and problem management
• Work closely with the service desk team to resolve incidents within SLAs
• Respond to any faults that require an on-site presence
• Proactively identify operational problems and contribute to their resolution
• Manage and service requests
• Contribute to the planning of maintenance and installation work and implement planned updates
• Implement infrastructure and administer and support Active Directory, servers, storage and desktop infrastructure, and network infrastructure
• Manage stock and reimage devices for the wider business
• Proactively monitor critical systems, ensure all alerts are investigated, and manage monitoring systems to ensure any changes and additional services are effectively monitored
• Work closely with 3rd parties and suppliers to ensure services are deployed and maintained
• Provide initial investigation and support for the document management system, liaising with suppliers and DBAs for additional support 

Skills on Resume: 

• Incident Management (Hard Skills)
• Problem Resolution (Hard Skills)
• Onsite Support (Hard Skills)
• Operational Monitoring (Hard Skills)
• Service Requests (Hard Skills)
• Infrastructure Administration (Hard Skills)
• Supplier Coordination (Soft Skills)
• System Documentation (Soft Skills)

Job Summary: 

• Systems administration of the specified infrastructure and technologies, and configuration and deployment
• Ensure infrastructure tools are operable, undertake fixes, maintenance, and perform regular update activities
• Assist in IT infrastructure and telecommunications projects
• Be responsible for providing input into the optimisation of infrastructure system management approaches through an understanding of evolving business needs and technology capabilities
• Progress changes and work orders in line with the defined change management process
• Carry out complex security renewal activities
• Resolve hardware problems via the appropriate supplier
• Keep incidents and changes updated regularly

Skills on Resume: 

• Systems Administration (Hard Skills)
• Infrastructure Maintenance (Hard Skills)
• Project Support (Soft Skills)
• Process Optimization (Soft Skills)
• Change Management (Hard Skills)
• Security Renewal (Hard Skills)
• Hardware Troubleshooting (Hard Skills)
• Incident Tracking (Hard Skills)

Job Summary: 

• Perform basic network troubleshooting and maintenance of the ICT infrastructure
• Maintain system images, image deployment, host configuration, testing, and shipping
• Assist in maintaining documentation and policies, and keep installation and build notes up to date
• Answer clients' inquiries via phone or email in a professional and timely manner
• Deploy, maintain, and upgrade IT hardware and software
• Assist the manager of global infrastructure in the development and upgrades of a secure network solution architecture, project plans, customer interaction, and presentations
• Be proactive in understanding and staying up to date on current projects, upcoming projects, and operational issues
• Stay up to date with industry technology trends and the applicability of software and hardware solutions

Skills on Resume: 

• Network Troubleshooting (Hard Skills)
• System Imaging (Hard Skills)
• Policy Documentation (Hard Skills)
• Client Communication (Soft Skills)
• Hardware Deployment (Hard Skills)
• Infrastructure Support (Hard Skills)
• Project Awareness (Soft Skills)
• Technology Trends (Soft Skills)

Job Summary: 

• Deploy, configure, and provide 2nd/3rd level support for mobile devices, printers, PC/laptop hardware, PC/laptop operating systems, and standard productivity software for internal IT users at locations within a geographic zone
• Follow standard ITSM processes of asset management, change management, incident management, request management, problem management, and project management to serve internal IT users and drive high performance against operational metrics
• Handle PC lifecycle management, including provisioning, asset management, and disposal
• Assist with the disposal of other IT assets 
• Participate in application, infrastructure, security, and OpEx initiatives and support activities related to site infrastructure that require physical on-site presence, interaction with site personnel, and/or expertise about site-based IT systems
• Provide “smart hands” and eyes support for other infrastructure located outside of the sites support on behalf of the infrastructure SME teams
• Participate in annual risk assessment and profit planning activities, including disaster recovery reviews
• Assist with the support of various site-based IT systems that are not supported by enterprise IT teams
• Influence IT budgeting, forecasting, and spending for SIS and site IT budgets

Skills on Resume: 

• Device Support (Hard Skills)
• ITSM Processes (Hard Skills)
• Lifecycle Management (Hard Skills)
• Asset Disposal (Hard Skills)
• Site Support (Hard Skills)
• Infrastructure Assistance (Hard Skills)
• Risk Assessment (Hard Skills)
• Budget Forecasting (Soft Skills)

Job Summary: 

• Analyze and optimize the performance of the environment (capacity and performance)
• Develop and implement continuous monitoring
• Implement automatic incident resolution automations (auto-healing)
• Attend highly complex and critical incidents and requests
• Plan and execute technical windows of high complexity and/or impact
• Propose and implement improvement solutions for managed environments
• Create runbooks and environment documentation
• Participate in solution definitions and provide technical consulting in problem-solving

Skills on Resume: 

• Performance Optimization (Hard Skills)
• Continuous Monitoring (Hard Skills)
• Automation Implementation (Hard Skills)
• Incident Management (Hard Skills)
• Technical Planning (Hard Skills)
• Process Improvement (Soft Skills)
• Runbook Creation (Hard Skills)
• Technical Consulting (Soft Skills)

Job Summary: 

• Provide 2nd and 3rd level support to end users, including remote users, while adhering to SLAs to manage end-user expectations
• Provide support for remote offices by going to the remote offices 
• Maintain end-user accounts, permissions, and access privileges as part of Active Directory and Azure/O365 administration
• Install, support, and manage network gear and virtual/physical server infrastructures, and provide business-critical support after hours
• Plan and implement upgrades, maintenance fixes, Windows updates, and security patches
• Perform Veeam backup administration, including system restores, every month
• Assist the team with risk assessments and remediation efforts to detect and prevent potential threats and security issues
• Monitor the network, cloud services, and employee computers for security incidents
• Enter information completely into the service desk ticket system to verify that issues are resolved in accordance with service level agreements

Skills on Resume: 

• End User Support (Hard Skills)
• Remote Assistance (Hard Skills)
• Account Administration (Hard Skills)
• Server Management (Hard Skills)
• System Upgrades (Hard Skills)
• Backup Administration (Hard Skills)
• Risk Assessment (Soft Skills)
• Security Monitoring (Hard Skills)

Job Summary: 

• Manage non-production environments
• Configure, monitor, troubleshoot, and provide routine maintenance of non-production environments
• Perform daily checks to ensure all services and databases are available in non-production environments, troubleshoot server issues (disk space, restart services, verify network connections, etc.), and conduct general administration tasks (e.g., backups, log rotation, test and apply patches to COTS products)
• Install, configure, operate, and maintain telecom and network hardware and virtual components, including all intra-office network connectivity, on-premise, private, and public cloud infrastructure by the program
• Provide thought leadership and team member guidance for projects associated with build, configure, and deploy storage and physical or virtual server infrastructure activities
• Support associated proprietary software infrastructure
• Troubleshot and resolved server failures by leveraging internal tools and gained knowledge to diagnose and fix issues
• Perform regular and scheduled system patching, including firmware management
• Perform system security functions, including patching and testing of security settings
• Maintain proper documentation and develop or adhere to current management procedures
• Provide after-hours or weekend systems and applications support
• Gather, track, and analyze reliability, maintainability, and network health monitoring data
• Support and evaluate customer and operational needs to define system performance requirements, integrate technical parameters, and assure compatibility of all physical, functional, and system interfaces

Skills on Resume: 

• Environment Management (Hard Skills)
• System Maintenance (Hard Skills)
• Server Troubleshooting (Hard Skills)
• Network Administration (Hard Skills)
• Team Leadership (Soft Skills)
• Security Patching (Hard Skills)
• System Documentation (Hard Skills)
• Performance Analysis (Hard Skills)

Job Summary: 

• Provide responsive and professional second-line and third-line support for the resolution of incidents from Service Desk to SLAs, using third parties, and adhering to all agreed standards.
• Satisfy infrastructure service requests to customer satisfaction and in line with SLAs.
• Use technical knowledge and technical expertise to provide infrastructure input to service plans, and support any planned annual disaster recovery tests for Tier 1 services, updating the library of infrastructure specifications and procedures, including server specifications and server failover procedures.
• Undertake server performance monitoring and capacity management where allocated, adhering to all agreed standards and schedules, proactively highlighting and resolving issues arising, and managing and escalating any areas of risk arising.
• Provide first-level troubleshooting on all reported incidents or system-triggered alerts and escalate to level 2 resolver groups as per work instructions
• Track and provide timely updates to customers on the status of outstanding issues within the target service level
• Take end-to-end ownership of incidents and follow up on reported issues until closure
• Ensure accurate and complete information is captured in the ticketing system
• Handle initial classification and prioritization of incidents
• Track the progress of resolution and provide regular updates on follow-up actions and incident status
• Execute scheduled tasks (e.g., IT operations, deployment)

Skills on Resume: 

• Incident Resolution (Hard Skills)
• Service Requests (Hard Skills)
• Disaster Recovery (Hard Skills)
• Performance Monitoring (Hard Skills)
• Issue Escalation (Hard Skills)
• Customer Communication (Soft Skills)
• Incident Ownership (Soft Skills)
• Task Execution (Hard Skills)

Job Summary: 

• Diagnose and resolve problems through troubleshooting and basic analysis, and escalate issues
• Participate in testing activities, including the creation and execution of basic test scripts
• Apply comprehension of how the team interacts with others in accomplishing objectives
• Assess the applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures
• Exchange ideas and information in a concise and clear manner
• Log incidents, service requests, problems, and changes using the service desk software
• Complete service desk workload in accordance with technology SLAs and procedures, escalating any outside skill set
• Assist in day-to-day infrastructure tasks
• Ensure daily tasks are carried out effectively and responsibly to agreed service levels, escalating any failures
• Provide meeting room support for various technologies
• Deliver a continuous high level of customer service

Skills on Resume: 

• Problem Troubleshooting (Hard Skills)
• Test Execution (Hard Skills)
• Team Collaboration (Soft Skills)
• Option Evaluation (Soft Skills)
• Clear Communication (Soft Skills)
• Incident Logging (Hard Skills)
• Infrastructure Support (Hard Skills)
• Customer Service (Soft Skills)