Infrastructure Support Analyst - Fixed Term - 6 Months
Norgine, United Kingdom

MAIN PURPOSE:

The Infrastructure Support Analyst will provide technical support for core infrastructure (server / SAN / Switch hardware), along with software and services used to support business applications. The role will also assist with new projects being implemented in the Technology area to support either IT or Business projects.

KEY RESPONSIBILITIES amp; ACCOUNTABILITIES:

• Responsible for providing management and third line technical support to the Service Delivery and Application Support teams across supported infrastructure.
• Responsible for the installation, configuration, patching and on-going management and upgrades of physical and virtual servers in the datacentres and regional offices.
• Responsible for maintaining the Norgine hosted environment within third party datacentres to remain complaint with the suppliers policies and procedures.
• Manage the Disaster Recovery testing platform(s), working with other IT team members to facilitate testing as/when requested.
• Accountable for the creation and maintenance of technical documentation which supports infrastructure and supported services.
• Adhere to Standard Operating Procedures, Work Instructions and adoption of industry best practises.

• Ensure Service Level Agreements are adhered to.
• The role holder will act generally on behalf of all Norgine legal entities including without limitation, inspection/audits etc.
• Ensure regular maintenance activities; including software / hardware service packs amp; firmware / license checks and data restores are performed to ensure that the system remains in compliance and fit for purpose.
• Where necessary, engage with third party suppliers/vendors to facilitate the delivery and support of IT systems and services to the business functions.
• Provide system training to the Service Delivery support teams when required.

MAIN TASKS

• To assist IT Engagement teams with Infrastructure activities for new projects and existing systems.
• To assist with day to day investigation and resolution of incidents escalated by the Service Delivery team(s).
• Ensure daily, weekly and monthly centralised backups complete to schedule(s).
• Ensure disruption to critical business services are minimised by ensuring the underpinning hardware and infrastructure is effectively monitored for both capacity and performance.
• Ensure infrastructure hardware and software is patched in line with the IT patching strategy.
• Work with the Service Delivery team to ensure effective problem investigation and resolution, ensuring that final fixes are put in place where appropriate.
• Ensure effective knowledge transfer (where applicable) to the Service Delivery teams to ensure known issues are resolved without need for escalation. Where necessary provide supporting documentation and training.
• Work with the Technology team to provide technical support on all projects within the Technology/Infrastructure area.
• Assist Infrastructure Services Manager and Technology Manager to install and maintain third party datacentre hardware.
• Work with IT Engagement teams to facilitate ongoing DR testing, recommending best practises and improvements to processes as/when available.
• Manage hardware upgrades/replacements for Servers/SANs/Switches etc. as/when needed.

SKILLS amp; KNOWLEDGE

• Minimum of 5 years’ experience of providing 3rd line support.
• IT and/or Microsoft Qualification (MCSE, MCSA, CCNA etc.).
• Strong background in Windows Server 2008, Server 2012 (R2) amp; Server 2016 onwards.
• Extensive experience of VMWare and Hyper-V virtualisation software, including installation, managing, upgrades, patching etc.
• Strong knowledge and experience of Blade/SAN hardware, including installation, configuration, upgrades, patching etc.
• In-depth Active Directory skills.
• Intermediate to advanced technical experience of two or more of the following technologies:
  • Networking experience including Cisco Meraki hardware DHCP, TCP/IP, firewall routing knowledge and methodologies.
  • Server/network performance and capacity monitoring.
  • SAN Storage experience including LUN management, preferable with HP 3PAR and IBM Storwiz.
  • O365 and supported apps
  • Microsoft Exchange 2010, 2013, 2016 and 2019.
  • Microsoft Skype for Business and/or Microsoft TEAMS.
  • Microsoft SQL 2008, 2012, 2014, 2016, 2017 onwards
  • Veeam
  • Citrix
  • Oracle Databases
• ITIL Awareness.
• Excellent analytical, problem solving and decision making skills;
• Good team player with proven ability to prioritise workload based on business needs;
• Excellent attention to detail with positive ‘can do’ atti

Job Rewards and Benefits