Key Responsibilities

• Personal workload management, ensuring your workloads are prioritised, handled and completed in line with service level agreements, with an emphasis on high-quality customer service. 
• Take responsibility for personal development, with a focus on continuous improvement.
• As part of the IT Infrastructure Team, contribute to the design and implementation of effective IT solutions, supporting the changing needs of the business
• Technical operation of Group IT infrastructure, to include but not limited to the following technologies:
• Exposure to and management of Enterprise Citrix environments, including virtual apps and desktops, Citrix Cloud services and/or Netscaler would be an advantage
• Management of multi-site/location VMware enterprise solutions
• Microsoft Windows 10/11 Enterprise, including VDA delivery using Citrix
• VMware delivering virtual machines and Citrix Desktops
• Support and maintenance of Microsoft 365 cloud services, including Azure AD, Microsoft Teams, Intune and Exchange Online
• Microsoft Windows Server 2016, 2019 and 2022 operating systems
• HPE server and storage hardware
• Follow the prevailing IT processes and procedures (e.g. Incident, Problem and Change Management) ensuring technical documentation records are maintained and updated
• Liaise with staff (customers) regarding issues that have been escalated to the team, to ensure timely resolution
• Strong analytical skills, working to pinpoint the root cause of support incidents and to deliver timely
• Foster a culture of customer focused IT service delivery
• Ability to work in a fast moving technical environment, requiring 24x7 support

Skills, Knowledge and Expertise

• An IT professional qualification in line with the technical infrastructure stack e.g: Citrix; VMware; Microsoft; HPE
• A minimum of 5 years proven skills and experience in the following:
• Proven experience in the creative, efficient and effective use of IT resources, maximising benefit from existing investment in hardware and software
• Experience of managing a multi-jurisdictional Citrix, VMware and Microsoft corporate environments, utilising both on-prem and cloud services
• Experience of technical project management - for example, supporting small/medium technical projects
• Third-party management and task allocation
• Information security knowledge and experience of new and emerging technologies and legislation that affects or potentially effects the security of internal and external client data
• Technical project supplier management assist with the creation of scope of works and-ensuring delivery against statement of works and agreed costs
• 3rd line support and problem management