2nd Line Support Engineer – Infrastructure Specialist

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Job Title: 2nd Line Support Engineer – Infrastructure Specialist
Location: Multiple Campus locations, Portsmouth
Salary: £28,315.00 - £30,034.00 (Full-Time Equivalent)
Job Type: 37 Hours per week, 52 Weeks per year, Permanent
About the College:
As a newly merged College, we aspire to be the employer of choice in the Portsmouth area, with a progressive, supportive, and rewarding workplace culture and one that offers competitive benefits for its staff. By joining us, you will personally be part of the change we are driving and will play a pivotal role in supporting the growth and development of our brilliant students, turning them into future leaders and innovators. Everyone at the College is part of the bigger picture and together, each role makes an impact and in turn a difference to our students learning journey.
What we offer:
* Annual Leave (FTE): 25 days, plus 8 days bank holidays and plus a 2 week winter shutdown
* Full training provided alongside ongoing development and the ability to obtain qualifications for specified roles
* Local Authority Pension Scheme
* Learning & Development programmes by The Community Adult Education Department
* Employee Assistance Programme
* Sample list of benefits:
* Onsite discounts: college Hair Salon & 50% off at the college Sports Centre
* Online discounts: Unidays, Student Beans and Totum with a COPC email address
* Free car parking across all campus sites (apart from Arundel)
About the role:
The Infrastructure Specialist will work as part of a team of 2nd line engineers to deliver high quality customer support. 2nd line engineers will also be expected to troubleshoot and resolve issues, to provide expertise to help with the planning and development of IT systems, support 1st line engineers and escalate and manage issues with 3rd line engineers and 3rd parties. Team working and communications within an overall approach that puts staff and students first will be of key importance
Key Responsibilities:
* Deliver high quality customer support in the troubleshooting and resolution of technical support issues
* Providing expertise to support the Planning and development of IT
* Supporting 1st line teams
* Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
* Escalating and managing issues with 3rd line and 3rd parties.
* Assisting in projects as required
* Resolving and assisting with general IT Support tickets
* Provide: Desktop Support, Hardware Repairs, Software Installation as required
* Support hardware refreshes.
* Where required, represent the college and or IT Team in meetings / presentations / Conferences
Specialist Duties:
* Manage the day-to-day infrastructure within the college.
* Support the 3rd line engineers with VMWare, Windows Servers, Active Directory and other core systems.
* Alongside the Cyber Security specialist Plan, implement, manage, monitor, and upgrade security measures for the protection of the college data, systems, and networks.
* Ensure that the college infrastructure is managed, supported and updated.
* Support specialist requirements and design processes to ensure that any requirement is managed and controlled.
* Administering automated workflow tools and ensuring that system integrations are performing well.
* Monitoring systems via automated alerting or proactive monitoring and reporting
* Ensure that your knowledge is kept up to date and that the college is adopting good quality systems that are well implemented and maintained.
* Ensure that documentation is managed and kept up to date for internal and auditing purposes.
* Be familiar with Cyber Essentials criteria and ensure that all systems are developed and maintained to meet the criteria.
To be successful in this role, below is what we would need from you:
- Excellent experience of working in a support environment and understanding customer needs
- Good level of understanding of Hardware, Virtualisation, Active Directory and Software
- Proficiency with a range of IT systems and software, including knowledge of operating systems, network fundamentals and common office applications.
- Any certifications for VMWare, Microsoft or Meraki would be desirable but not essential.
- Excellent problem-solving abilities and the ability to diagnose then resolve technical problems efficiently and effectively under pressure.
Diversity and Inclusion
The College’s commitment to Equality, Equity, Diversity, and Inclusion is reflected in the continued successful promotion of these strands through the curriculum, enrichment activities and the range of direct and indirect student support services.
Pre Employment Checks
The College is committed to safeguarding and promoting the welfare of children and young people. All successful candidates will be subject to an enhanced Disclosure and Barring Service check and two references.
We reserve the right the close the job advert when we have had successful applications, and it may not run for the full duration of the advert.
We do not accept CV’s from agencies for these roles