Infrastructure Engineer

Service

• Responding to incidents and requests against agreed SLA’s on EUC services and all tasks associated with running and maintaining the service.
• Monitor Service Now Dashboards and maintain call queues at acceptable level adhering to IS charter for call resolution
• Follow agreed processes for EUC, change, service desk interaction, CSOC, project DDQS, IVVQP, SDVLA and business engagement.
• Troubleshooting on service issues and represent EUC at Incident Post Mortem and Change meetings.
• Monitor EUC systems for up time as needed. Collaborate with other IS teams and business staff contacts to ensure maximum possible uptime for the live services. Report serious security or service issues as needed.
• Focus on customer satisfaction and maintain a quality service with professional interactions and appropriate behavior.
• Ensure technical service documentation maintained and up-to-date.

Evolution

• Work with service operations lead to commission new services and retire old services. Ensure representation when services are delivered to operational acceptance meetings SDVLA
• Highlight technical capability gaps and work with EUC Manager to develop training plans for service support staff.
• Report issues on data protection, backup process, data restoration, product lifecycle, system and software compatibility and work with EUC technical infrastructure specialists to plan route to resolution.
• Any other duties commensurate with the grade or deemed appropriate by the Infrastructure Platforms Manager.

Typical Routines:

• Monitoring and maintaining EUC services
• Prioritising and escalating newly identified issues.
• Agile sprint inter team collaboration on organisational priorities
• Resource and prioritise run and project work
• Satisfying service requests and responding to users directly and informing internal business leads
• Raising production system change requests and review changes.
• Generating reports to senior managers and providing KPI reports.
• Attend training and seminars extending technical skills
• Updating system documentation.
• Proactively responding to vulnerability notifications
• Attend meetings and take notes

Internal Company Contacts:

IS teams, IS team leaders, IS directors, Thales business managers and staff. Service Desk, EUS, Platforms teams, Network Support, Incident Management, Change Management, Problem Management, CSOC

External Company Contacts:

Thales customers, Technology Vendors, External Suppliers

Person Specification

Qualifications and Training:

• Bachelor Degree level education/experience
• Five years minimum working in industry with proven track record required
• Security clearance required

Desirable

• VMware Certified Professional
• MCSE
• ITIL Foundation certificate

Work Experience, Skills and Knowledge:

Experience working within a large Agile/Lean organisation delivering customer focused support across secure technologically diverse environments.

Desirable skills:-

• SCCM\Current branch task sequence editing, task updates, day to day administration
• Microsoft group policy administration (GPMC) troubleshoot, creation and amendments across desktop/server/user objects
• Application packaging for physical and VDI desktops using SCCM and App Volumes
• DEM (UEM) Application profiling/user personalisation, profile management
• VMWare infrastructure, datacentre/cluster/hosts/vcenter
• Horizon View – POD architecture/instant clone pools/Image push, post creation synch scripts
• VDI master image/gold image update, patching and management
• App Volumes – Site synchronisation, management, housekeeping
• VMWare UAG – Configuration, set up, load balancing, integration with F5/Netscaler/Horizon View infrastructure
• Certificates – Internal/external – Root paths, thumbprints, renewal process, Digi cert
• Windows 7/Windows 10 operating system
• SBH application delivery (View RDSH) – Instant clone servers
• Cloud services – AWS and Azure
• Workspace 1 (AirWatch – Device management, app delivery,. Infrastructure understanding (ACC, SEG
• Google enterprise management services – Chrome book configuration, support and management
• Thin client administration, management and housekeeping
• Networking – DHCP, DNS, Subnets, IP4
• Linux – Shell navigation, join domain, single user mode, network settings, terminal commands, map drives
• VROPS – Experience creating dashboards specifically for Horizon View capacity
• Solarwinds – Server/Application alerting/Dashboards

Qualities, Abilities and Aptitudes:

• Communicate effectively at different levels working collaboratively to a common goal.
• Lead by example with a commitment to continual service improvements and support the team and its staff.
• Willingness to work at detailed level and take direct action to resolve customer and user issues under own motivation
• Needs a positive motivated attitude with a genuine desire to help the customer and give a good user experience.
• Professional attitude, being open and honest with a flexible approach to working hours and location.

#LI-MC2

At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.

If this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.

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