Hosting and Managed Services Operations Technician

Job Description

Duties include:
Adherence to processes and procedures for the management of risk to the success or integrity of the business, especially those arising from the use of information technology
Relationship Management with and between stakeholders
Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
Processing and coordination of appropriate and timely responses to incident cases, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration
Resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents
Management of change to the service infrastructure including service assets, configuration items and associated documentation. Change management users requests for change (RFC) for standard or emergency changes, and changes due to incidents or problems to provide effective control and reduction of risk to the availability, performance, security and compliance of the business services impacted by the change
Management of the processes, systems and functions to package, build, test and deploy changes and updates into a live environment, establishing or continuing the specified Service, to enable controlled and effective handover to Operations and the user community

Skills and experience required:
5 GCSE’s at grade C and above
Full Clean Driving License
Degree in Computing or equivalent. (BTEC Level 4 HNC Diploma)
Working towards an IT qualification – CompTIA A+; CompTIA N+; Cisco : CCENT; Microsoft : MCP, MCSA; VMWare : VCF; Linux Essentials
Strong interest in IT and Computing
Minimum 1 year experience
Previous experience within Help-Desk support
Previous experience of end user support
Knowledge of PC / Server Hardware

Desirable:
Knowledge of Windows Operating Systems
Knowledge of Linux Operating Systems
Knowledge of Network Fundamentals
Knowledge of Cisco IOS
Experience of cat5/6 and fibre optic cable
Knowledge of DSL router configurations