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Job Description

Position:

Level 2 Technician

Salary/Package:

.

Benefits:

Private Medical Insurance
Pension – Including option to join Salary Exchange for Pension scheme (SXP)
Corporate gym membership available, partially subsidised by the Company
22 days holiday entitlement rising to 25 days after 5 plus years’ service
Death in Service

Business Unit:

Services - Client Lyneham

Reporting to:

Lyneham Team Leader

Location/site:

MoD Lyneham, Wilsthire

Vetting requirements:

Yes

Company Overview

Centerprise International (Ci) was established in 1983 and has over 30 years of experience and expertise in providing innovative products and services. Our financial strength, and breadth and quality of services offered, together with our enviable record of success in supplying under many framework agreements and winning many government contracts makes Ci one of the leading ICT suppliers. Our cash reserves, recent strategic acquisitions and the quality of contracts held are an assurance of our future growth.

 

Throughout its history, Ci has evolved to meet market demands and now offers Managed Services and Solution Design to complement our own products.

 

Ci actively seeks to attract talented ambitious individuals, to nurture and develop through their career with the organisation.  The Ci Group comprises of wholly owned companies and a joint venture business, so the opportunity to build a wide and varied career path truly exists.

 

All employees have the opportunity learn from successful, capable business professionals within the organisation, to absorb knowledge and experience first-hand how a thriving privately owned business operates. 

 

Business Unit Overview

The Services Team is a rapidly transforming function covering: Customer Services, Central Technical Support and on-site IT Support teams. Our vision is to become the point of contact for all business units for the design, delivery, support and management of IT services and solutions for all customers, both internal and external. We are growing in strength and momentum as the team leads several refresh and transformation projects throughout the Group.

Role Description

This is a great opportunity for a talented 2nd Line technical professional with an aptitude for problem solving IT issues and has customer support skills. You will be working as part of an onsite Services team delivering quality front-line support for a prestigious MoD contract, with a key focus on delivering to the customer within the agreed SLAs.

 

Note: Due to the work with MoD, you will need to be fully SC cleared and current.

 

In the role, you will cover a broad range of Device, Compute, Network and Application services. The prime responsibilities include:

  • Providing 2nd Line support to team across multiple geographic sites
  • Providing 2nd Line support to Local Education And Resource Network (LEARN)
  • Resolution of reported faults escalated to 2nd Line Support within agreed SLAs
  • Ensuring all actions carried out on tickets are recorded accurately in the Service Management toolset
  • Managing test and rollout of security patches, software upgrades, and new software applications
  • Upkeep of a shared Active Directory structure, including Group Policy management
  • Development of work instructions that can be operated and managed by the entire Support team
  • Support and troubleshooting of Microsoft System Center Configuration Manager (SCCM) 2012/2016 platform
  • Deployment, support, maintenance and changes for:
    • IT devices, e.g. Laptops, desktops
    • LAN & Wi-Fi infrastructure
    • Security infrastructure
    • Compute and Storage infrastructure
    • Print Services
    • Operating systems, such as Microsoft Windows
    • A range of industry standard and bespoke applications

Competencies

Collaborate & Influence Makes an effort to connect with people outside the immediate team and has the ability to positively influence the way others think.
Conviction & Courage Will take a stand and share a point of view, understanding he/she may not always be right.
Communication Skills Effectively communicates his/her thoughts in a well organised and effective manner in order to get the desired message across.
Open Communication Is professional and positive in interacting with others and is able to establish rapport quickly, treating others with courtesy and respect.
Drive for Results Demonstrates a strong work ethic committed to seeing tasks through to completion, whilst taking responsibility for and taking pride in achieving successful results.
Decision Making Makes good timely decisions within his/her authority, that affects his/her work.
Managing Change Can adapt to changing situations whilst maintaining high performance levels.
Developing Talent Actively seeks to understand his/her strengths and weaknesses and is committed to continuous self-development.
Innovation Pushes him/herself to think beyond the obvious, contributing new ideas to enhance and ways of working and ensure high quality deliverables.
Focus & Prioritisation Develops measurable objectives, with management guidance, to focus and prioritise what’s important, ensuring efficiency and effectiveness in the delivery of work/projects.
Problem Solving Solves routine problems effectively, gathering the information necessary to consider a potential way forward that you can share with your manager.

Experience and Skills

Essential

  • Infrastructure technical support for Server Technologies (Microsoft Server, Virtualisation), Printer, Storage Technologies (SAN, Backup), and Network Technologies (LAN/WLAN/WAN)
  • Working in a Defence based (or similar) environment, as well as an understanding of the MOD’s ICS security policy
  • Microsoft System Center Configuration Manager (SCCM) 2012/2016
  • Significant experience of providing Tier-2 technical support covering complex: Incident, Problem and Change Management
  • You have deep experience in the following:
  • Working in a desktop support environment, with special focus on configuration and configuration management tools; especially Microsoft OS

Desirable

  • Microsoft SQL, Exchange, and/or Skype for Business Server
  • CompTIA A+ 220-901 / 902
  • ITSM/ITIL Policies and Processes, ideally ITIL v4
  • General IT Operations and Managed Services
  • CompTIA Security+ SY0-401 / SY0-501
  • CompTIA Network+ N10-007
  • RedHat Enterprise Linux / CentOS
  • Broad knowledge of IT and communications services and technologies
  • VMware Certified 6 – Data Center Virtualization
  • LAMP and MOODLE learning environments.
  • VMware ESX and vCenter
  • Microsoft Technology Associate IT Infrastructure and/or End-User Compute (Desktop)

Company Profile

Essential

  • Customer-Centric - Ensure customer satisfaction is our number one priority
  • Commitment - Be true to your work and go the extra mile to deliver on your promise
  • Courage To Challenge - Have the strength to make a difference and don’t be afraid to constructively challenge the status quo
  • Succeed - Be innovative and do all that is reasonable to deliver a positive outcome
  • Dedication - Giving your time and energy in the best interests of the Company

Education/Qualifications/Specific training

Essential

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