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Senior Desktop Support
2 meses atrás
SENIOR DESKTOP SUPPORT (HYBRID) Portuguese company hires for remote/hybrid work CANDIDATES MUST LIVE IN LISBON/PORTUGAL FLUENT PORTUGUESE AND ENGLISH (C1) SEND CV IN ENGLISH Description 1.
POSITION DETAILS Position Title: Senior Systems Support Specialist Department: IT Support Role Type: Full Time 2.
POSITION SUMMARY We have an opportunity for a Senior Systems Support Specialist to join our IT team.
The primarily job purpose for this role is to act as a point of incident & request resolution for the System and Maintenance, IT Security, Solutions and the Service Desk teams.
Using your expert and gained IT Industry experience to resolve difficult problems.
Assisting other members of the Support team as required, ensuring a coherent and standard approach is maintained to supporting the infrastructure.
Ensuring documentation for systems and services are maintained in line with platform updates and group compliance and security standards.
Adherence and adoption of the documented maintenance procedures.
Complete platform upgrades following the infrastructure upgrade schedule.
Assist with documentation handover to the service desk and solutions teams.
3.
DIMENSIONS OF ROLE Various systems are in use by different parts of the business needs to be maintained for use 24 hours a day, 365 days a year.
These systems are accessed remotely.
The server room hosts around 100 live servers, which are mainly in a virtualised environment.
An Avaya CM6 telephone switch is used to manage the calls.
Remote access is provided through MPLS links using Citrix and via VPN connections over the Internet.
Security and compliance issues are critical.
· Maintain all company IT Systems, including problem resolution, incident management and implementing new solutions.
· Provide a supporting role to the other IT System and Maintenance, IT Service Desk, IT Solutions, IT Security and IT Development teams.
· Reporting to the IT Systems Support Manager.
4.
KEY RESPONSIBILITIES · Perform upgrades to key infrastructure platforms on a regular basis in line with maintenance schedule · Incident resolution associated with any maintenance activity · Ensure communications are sent to the business regarding all scheduled maintenance · Follow change management process required for all scheduled maintenance · Remediation of security vulnerabilities on all infrastructure.
· Maintaining infrastructure build documentation with incremental updates associated with platform upgrades, compliance & security requirements · Technical end user guides.
· Maintain technical documentation library and version control system · Manage and prioritise escalations from the service desk related to BAU activities and ensure targeted SLA's are met · Incident management associated with any BAU escalation · Act as a point of escalation within the team for all technical issues.
· Adhere to IT Policies and Procedures · Provide additional support to the IT service desk team on all PC and server hardware, PC applications, operating systems (desktop and network), external interfaces, telephony and mail systems.
– As and when required · Facilitate the development of IT colleagues.
Pass on relevant knowledge to the rest of the team to enhance theireffectiveness to the business and to ensure a positive team spirit prevails among the IT Department.
· Keep pace with technology advances.
Contribute to the effective planning and development of the IT infrastructure to maximise the business benefit of new and changing technology.
· Support the solutions team on planning and executing projects · Recording and tracking project issues and escalations · Working closely with users to support the implementation · Supporting on communications with key stakeholders · Supporting Dev Op activities 5.
SKILLS AND EXPERIENCE Technical/ Functional Knowledge, Skills and Abilities -Highly skilled in Microsoft products -Able to trouble shoot, design, build and maintain IT Systems -Knowledge of IT Infrastructure , including network and storage.
-IT responsibilities, including DR, backups, security, performance and maintenance.
Familiarity with Azure, Windows, VMware, Citrix, Cisco and Juniper.
-Skilled in Business Analysis & demonstrate an ability to understand clearly what the business information need is behind any request and shape the problem resolution or solution accordingly.
-Experience of working with internal customers and third party technical departments Skills and Experience · More than 5 years of experience with a corporate environment · Microsoft, Azure, Windows OS Server · Active Directory (Enterprise Roles and Responsibilities) · VMware (Virtual hosting and machines) · Citrix Technologies (NetScaler) · Firewall & VPN configurations (Juniper/Cisco) · LAN/WAN technologies and protocols · Microsoft Web Server IIS · SQL Server administration · Email and Web Security Gateways · Microsoft Office 365 · Microsoft Project and Excel · Excellent communication skills.
· Excellent organisational skills.
· Excellent time management and planning skills · Documentation of system based configuration and build standards · Deployment of CIS security benchmarks for all Windows servers Hybrid work (80% remote - 20% in person) Location: required to work from Portugal #00268086
