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IT Infrastructure Analyst

Isle of Man
Contract
Our client seeks an IT Infrastructure Analyst to join their team for a 12-month fixed term contract.
 
Role Profile:
To maintain and improve the systems infrastructure to ensure all users experience minimum disruption to the online day whilst delivering continuous system improvements.
To provide excellent customer service in relation to 2nd line support to all CLI staff in line with the agreed IS Managers service level agreements.
 
Key Responsibilities:
  • Perform 2nd line incident management on supported products and services.
  • Provide 1st line support cover for the Helpdesk as and when required.
  • Using combination of technical knowledge, analysis and skills with reference to procedures and guides, perform classification, initial support, investigation, diagnosis, resolution and recovery of incidents.
  • Complete 75% First time resolution on Incidents and SR's.
  • Assign incidents to appropriate 2nd & 3rd line teams.
  • Perform incident queue management procedures.
  • Adhere to Quality Program guidelines during incident lifecycle.
  • Collect trending information in support of Problem Management.
  • SAR Co-ordinator and I.S Security Admin for IOM systems.
  • Effectively manage your own workload and engagement to progress and deliver against Request for Service and Incident Objectives to agreed SLA's.
  • Effectively engage with the Incident Management Process, resolving 1st & 2nd line support issues
  • As detailed in the daily check lists, perform all required daily, weekly, monthly checks and raise incidents, or notifications to appropriate support teams
  • Provide Out of Hours support and be part of the on-call rota throughout the year.
  • Ensure any modifications to production environments are logged through change management.
  • Must be very much a team player & also able to work on their own.
  • Ensure procedural documentation is kept up to date or created where necessary.
  • Participate in the annual Disaster Recovery test.
  • Seek support from Senior technical team members to ensure any critical system changes are thoroughly checked before implementation.
  • Seek support from Senior technical team members to ensure your technical development, ensuring that you gain the knowledge and skills of existing & new systems.
  • Produce and keep all audit related reports up to date.
  • Manage and update audit reporting software. Ordering of new licenses
  • Complete any required departmental checks on banking systems.
  • To aid in ETS Infrastructure Audit requirements throughout the year to ensure audits are successful or where gaps are identified they are closed out in agreed timescales.
 
Key Skills & Experience:
The successful candidate will have relevant IT qualifications & a minimum of 2 years' experience working with all aspects of an IT environment including, but not limited to:
  • Microsoft Products - O365
  • Active Directory, Group Policy, DNS & DHCP
  • Windows Server - various versions
  • Windows 10/11
  • Linux/Unix
  • IBM iSeries/AS400 (not essential but would be an advantage)
  • ESX/VMware
  • SAN Storage
  • VDI
  • SQL
  • Replication & Backup solutions
  • Good understanding of Cisco Network Infrastructure
  • LAN/WAN technologies
Mark Burman
Your specialist: Mark Burman
Quote job ref: 15210

Hi, I'm Mark and I look after all the temp / contract roles. If this exciting job sounds up your street, please submit your details, we look forward to hearing from you.