Description:
The Society wishes to invite applications for the permanent position of IT Network Engineer. This person will be a key member of the Technology team responsible for the set-up and maintenance of the IT network. This person will also assist with the rollout of new technologies, both hardware and software and ensure the best possible experience for the end user. There is a significant interaction with other team members, internal users, business leads and external vendors in this role.
Key responsibilities
- 2nd Line technical support for the IT Service Desk.
- Provide support on the configuration and performance monitoring of complex networking environment to address flat networks through Vlans, zone¿ing and segmentation.
- Ensure a robust and consistent LAN/WAN performance
- Work closely with the 3rd party vendors to ensure a robust and efficient service is provided to Dairygold. Ensure there are monthly and quarterly business reviews in place where issues and future roadmaps are discussed. Secure long-term support arrangements with these network vendors with clearly defined roles and responsibilities and agreed SLA¿s.
- Adopt cloud technologies where appropriate ensuring correct fit for business, scalability and adhering to security and data protection guidelines
- Tracking and escalation of support issues and discuss final resolution with end user.
- Implement, and document fixes, while at all times being cognizant of Dairygold IT policies and procedures
- Challenge existing policies and practices, offering an alternative solution
- Co-ordinate with 1st Line Support team, 2nd Line Support team and 3rd parties to resolve issues
- Ensure up-to-date information available to Helpdesk Administrator for communicating to users
- Communication to users, where necessary
- Track assets in our asset tracking system
- Be available to provide out-of-hours support on a Rota basis
- Provide regular status update to the Technology Manager
- A 3rd level IT related qualification
- Cisco CCNA qualification would be desirable but not essential.
- Strong experience of IT in a technical capacity, with a minimal of 5 years¿ experience.
- Knowledge and understanding of complex networking environments with proven capabilities to address flat networks through Vlans and segmentation to improve the overall configuration.
- Understanding of security risks and threats facing the technology landscape.
- Demonstrated attention to detail and follow through in resolving issues and implementing remedial actions in a highly complex technical environment.
- Proven experience of managing and dealing with third party service providers, including data centre operations.
- A professional and confident telephone manner; the ability to listen, ask questions and probe to gain full understanding of the caller¿s problem(s)
- Excellent customer service skills; be quick to respond and keen to resolve issue; take ownership, set realistic timeframes and seek issue resolution, with the support & co-ordination of others where necessary
- A calm disposition and ability to handle high volumes of work in what can be a pressurized environment at times
- A good team spirit; willing to support and provide cover to work colleagues during busy periods and general absence
- Strong administrative skills; the ability to juggle a number of tasks at one time and track the progress of calls
- Good time-management skills and confident in written and verbal communication
- Cyber security awareness and best practice for IT security.
- Current Driving License