Level 2 Technician (LEARN)

Description:

This is a great opportunity for a talented L1 technician looking to progress, or and experienced L2 technician looking for a new challenge. You will be working as part of an onsite Services team delivering quality tier-2 support to remote L1 teams across the country for a prestigious MoD contract, with a key focus on delivering to the customer within the agreed SLAs.
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.
Note: Due to the work with MoD, you will need to be fully SC cleared or able to attain this
In the role, you will cover a broad range of Device, Compute, Network and Application services. This role does not include any Microsoft 365/Azure support.
The prime responsibilities include:
* Providing 2nd Line support to teams across multiple geographic locations
* Resolution of reported faults escalated to 2nd Line Support within agreed SLAs
* Performing daily checks on system health, including backups, AV, and infrastructure health checks
* 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 of Microsoft Endpoint Configuration Manager (MECM) environment
* Deployment, support, maintenance and changes for:
* End user compute, e.g. laptops, desktops, and software packages
* LAN & Wi-Fi infrastructure, eg. ExtremeCloud IQ, Ruckus SmartZone
* Security infrastructure, eg. Enterprise PKI, Sophos Endpoint Management
* Operating systems, eg. Microsoft Windows 10, Microsoft Server 2019
Experience, Skills & Qualifications
Essential
You have deep experience in the following:
* Broad knowledge of IT and communications services and technologies
* General IT Operations and Managed Services
* On-premise technical support for Server Technologies (Microsoft Server, Virtualisation), Storage Technologies (SAN, Backup), and Network Technologies (LAN/WLAN/WAN)
* Working in a desktop support environment with Microsoft Windows 10
* End user device imaging and configuration over LAN networks
* Remote support via screen sharing, remote control, and remote desktop
Desirable
You have experience in:
* Working in a Defence based (or similar) environment, as well as an understanding of the MOD’s ICS security policy
* Experience of providing Tier-2 technical support covering complex Incident, Problem, and Change Management
* Microsoft Endpoint Configuration Manager (MECM)
* ITSM/ITIL Policies and Processes, ideally ITIL v4
* CompTIA Network+ N10-008 / N10-009 (June 2024)
* CompTIA Security+ SY0-601 / SY0-701
* CompTIA Server+ SK0-005
* Microsoft Certified: Windows Server Hybrid Administrator Associate or equivalent on-premise certification
Benefits:
Basic salary plus non-sales incentive
25 days holiday entitlement rising to 28 days after 5 plus years’ service
Holiday Purchase Scheme
Company supported CSR Volunteer Day
2 days for personal wellbeing
Pension – including option to join Salary Sacrifice/Exchange for Pension scheme (SXP) (subject to eligibility criteria)
Electric Vehicle salary sacrifice scheme (subject to eligibility criteria)
Death in Service – x4 basic salary
Private Medical Insurance available, partially subsidised by Ci
SAGE Employee Benefits scheme
Salary sacrifice charity donation scheme
Ci Christmas Savings Club
Ci Lottery