Job Description
Brief overview of team: Group Information Systems (GIS) deliver and support the technology that underpins Computacenters Group Delivery Managed Infrastructure Services offerings, including Event Management, Capacity & Availability Management Network Management and Asset, Configuration Management and Privileged Access Management.
The role:
You will be joining a close-knit Secure Access Team as a Technical Analyst which looks after key customers. The role offers its unique challenges and opportunities to learn & grow in the business. It is a Citrix environment with work being done to include new technologies such as CyberArk. Any prior experience in CyberArk will be an advantage. The role will be based in Hatfield and you will be required to visit the office a couple of days a week.
You will be responsible for:
Liaising with solution designers and internal customers being given the opportunity to be a technical owner of several key accounts.
Being hands on for any technical work that needs to be done including pro-active maintenance, resolving customer challenges and working closely with the design and provisioning teams.
Providing rota based Out-Of-Hours Support?for Major Incidents in a 3rd line capacity which may include occasional requirements to attend site in Hatfield, for which you will be duly compensated. Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements.
Contribute to the design and implementation of solutions to meet customer and contract requirements.
Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
Analyse, Document and report on work completed to ensure compliance with Company and Customer Procedures.
Ensures that operational documentation is fit for purpose and current to meet customer and contract requirements.
Develop best practice procedures and guidelines to ensure consistent compliance to customer and company procedures.
Provides specialist guidance and advice to less experienced colleagues to ensure consistent approach.
Escalate issues in line with company processes to ensure customer demands are met.
Able to communicate on complex issues to meet business and customer requirements to avoid escalations.
Evaluate escalations and resolve appropriately to ensure customer demands are met.
Provide customer service to internal and external customers to ensure consistent experience.
Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
Identify own development needs in line with business objectives.
Acts as a role model for colleagues with regards to technical and behavioural competencies.
Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
Knowledge, Skills & Experience:
Works under general supervision. Uses discretion.
Demonstrates analytical and systematic approach to resolving complex problems and assignments.
Takes initiative in identifying and negotiating appropriate development opportunities.
Broad experience in IT Service environment.
Demonstrates the ability to absorb and apply technical information.
Uses broad range of information systems, technology functions and applications in line with IT industry standards as appropriate to the role
Ideally certified in appropriate technologies to support business strategy.
Demonstrates an organised approach to work.
Demonstrates ability to engage and influence on complex issues at all levels both internally and customer facing.
Proven ability to work under pressure and to tight deadlines. Routine administrative skills
Demonstrates effective interpersonal, literacy and numeracy skills
Demonstrates awareness of health and safety at work.
Ad-hoc and scheduled VMware task management
PowerShell script creation / maintenance for automating tasks
Managing and supporting Virtual Machines
VMware vShpere, Citrix provisioning
Command of RDS Microsoft Services
Command of Terminal services application publishing
Assimilating and learning new technology
Providing innovative technical solutions to complex problems
Providing detailed and effective communication to internal team and clients.
Understanding SLAs in a production environment and proactively strive to meet the commitments
Working with event and incident management, Service Desk, and other technical teams when sensitive issues arise or a major problem is suspected.
Working directly with vendors to identify innovative solutions and actively applying those solutions to customer issues.
Following through on issues with vendors for a timely resolution.
Ability to undertake Security Clearance