Description:
Do you want to work for a company whose purpose is to improve society by considering social outcomes, and to transform businesses, communities, and opportunities for its employees?
At Mott MacDonald we are committed to our employees and their growth, and our People Program is our investment in your success. If you join Mott MacDonald there will be opportunities for you to progress to specialist IT roles in applications management, software development, networking, cloud technologies or security.
Working closely with the 4th line Compute and Storage team, you will help to resolve incidents, problems and assist with implementing change.
This role will be based in our Global IT Operations Centre based in Newcastle. You will provide support to Compute and Storage service, including physical servers, storage arrays, SAN & NAS, disaster recovery systems both on premises and in the cloud.
Key Duties and Responsibilities
- Provide support to Compute and Storage infrastructure services.
- Deliver an outstanding customer experience by focussing on our employees needs and providing timely resolutions with clear and regular communication.
- Work closely with the wider infrastructure teams helping to define support requirements and improvements to service across Compute and Storage services.
- Act as a technical support analyst within the team - for complex support issues and critical situations in the owned technology areas
- Assists in improving the Compute & Storage services, proposes and drives forward improvement initiatives
- Identify problems through analysing incident patterns and suggest enhancements to continually improve our services.
- Understand the critical needs of the business and escalate urgent issues to minimise the impact to the business and employee productivity.
- Ensure the IT solutions we deliver comply with Mott MacDonald standards, policies and any regulation; this includes adhering to our internal governance
Candidate Specification
Essential:
- Degree or equivalent relevant qualification in an IT related discipline or relevant industry experience.
- Knowledge of of basic software, networking, and hosting concepts
- Excellent verbal and written English communication skills.
- Exceptional customer service skills.
- Experience in a service desk support role, ideally working to SLAs.
- Experience in administering and operating enterprise infrastructure environments, with Microsoft Technology stack preferred
Desirable:
- Knowledge of ITIL Service Management best practices, ITIL V3/V4.
- Experience of using ServiceNow or similar ITSM tools
- Experience working within an enterprise environment focused on Azure specific solutions, automation and infrastructure deployments
- Excellent working knowledge of networking concepts (e.g., DNS, TCP/IP, and Firewalls)
- Experience in Microsoft Hyper-V, MS Windows Server 2012, 2016, 2019, storage systems and Backup technology experience (preferably Commvault)
- Experience of working in a global organization.