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Senior Internal IT Support Engineer

Date: 01-Jul-2021

Location: Oxford, GB, OX4 4DQ GB

Company: Nominet

ABOUT US
Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk? We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure. Such a responsibility requires world-leading cyber security and we’re gaining a reputation for our innovative new security solutions, protecting our own systems and beyond.
But we’re also a profit with a purpose business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff.

 

WHAT YOU CAN EXPECT  
Remote hybrid working, competitive salary depending on experience, plus excellent benefits including a 10% bonus, 30 days holiday allowance, flexible working hours, healthcare, pension scheme, life assurance, wellbeing allowance, flexible benefits 

ABOUT THE ROLE.
Show us your innovation, drive and passion for technology - it means everything to you. You will be part of an enthusiastic, customer centric and highly skilled team, supporting end users and a variety of systems including Desktop, Telephony and Window Servers estate.  Working as the Senior Internal Support Engineer in a small team, your role will include taking the lead in maintaining internal systems, troubleshooting, identifying causes and implementing solutions to system issue – predominately Windows 365, Active Directory, Azure and InTune. You will also be required to assist end-users with all technology requirements as well as developing more junior members of the team.  


This role can be based remotely a couple of days a week with meaningful contact at our offices in Oxford. 

 

WHAT YOU’LL BE DOING...
Day to day you will take ownership of incoming incidents and be the point of escalation in the team to ensure that incidents are resolved at 1st -4th line level in a timely manner to meet the defined Service levels. In addition to this, implementation, support and design of Window Servers and desktop platforms will be key to your role, ensuring we are complying to policies.


But there’s a whole lot more to this role too… you will also be involved in

 

  • Taking the lead in projects, either working on own, with other internal departments or with external vendors where required to deliver the solution within agreed timescales. 
  • Adhere to the IS incident, problem, change, configuration and project management processes to meet agreed Service Level Targets. This may require some out of hours working and occasional travel to other offices in support of the IT infrastructure.
  • Administration and support of SharePoint/Cloud, Cisco CUCM or Equivalent i.e. (Avaya). ServiceNow or ITSM CRM is desirable.
  • AV Console management i.e. Sophos
  • Device encryption: Bitlocker for windows devices and File Vault for Macs
  • Printer hardware support and remote management
  • Setting up new users and disabling expired accounts in accordance with ISO20000
  • Providing support for MAC, PCs and iPhone/iPad devices
  • Work within an ITIL/ISO 20000 and 20001 frameworks to preserve vital production 
  • Assist with daily routine checks 
  • Design and deploy new internal systems.


WHO YOU ARE...  
You will be focused on delivering great customer service and good at juggling shifting priorities. Whilst this is a Senior role, the team are a close knit one and you won’t shy away from picking up the odd request for 1st or 2nd line support to assist the team where necessary.  You will be proactive by nature, flexible and adaptable in approach with the ability to effectively problem solve and use initiative.

 

Essential Skills:

  • Expertise in Active Directory, DNS, DHCP and administration of Windows Office 365.
  • Experience of Azure Active Directory and Intune.
  • Experience at administering Windows Servers 2012-2019.
  • Desire to learn new technologies with a demonstrable interest in IT as a whole.
  • Extensive experience in a similar role.
  • Experience of a variety of technical devices and have a professional understanding of technology.
  • Ability to communicate at all management levels.
  • Windows laptop imaging & deployment (MDT).
  • MCSE/MCP or an equivalent Microsoft certification.
  • Knowledge and Understanding of ITIL processes

 
Desirable Skills

  • Cisco call manager
  • Sophos 
  • SharePoint Online Administration 
  • Service-Now
  • Knowledge of Microsoft Security Baselines or other vendor hardening guides such as Centre for Internet Security (CIS).
  • Apple/Mac deployment & management (e.g. Jamf). 
  • Experience at using WSUS for patch deployment.

 

If this sounds like you and you are ready to join a fun and forward thinking company, get in touch!
 
 

Our focus is on keeping teams connected and engaged whether we're in the office or working from home, putting people’s wellbeing first.  We operate a hybrid way of working, balancing time between the office and home. Some roles may be more flexible and mostly remote – this is always role dependant so worth covering off in any conversations you have throughout the process. We're also open to a chat about flexible working. No promises, but we reckon that if it works for you then it could work for us.


Nominet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, age, disability, religion, gender or sexual orientation. Our work connects people from across the globe and we want to reflect that in our workplace. Everybody is accepted and valued here, and we are a team that works as one towards our goals. We recognise that diverse teams make strong teams and we encourage people from all backgrounds to apply.
 


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