Role Summary

• This role forms part of a distributed, global infrastructure team that is responsible for the continued availability and support of a hybrid on-premises and cloud infrastructure
• This is a hands-on role. The successful candidate will be expected to:

• Operate varying appliance and VM based vendor technologies at the CLI or through a web interface to design, implement, install, diagnose, troubleshoot, upgrade, decommission and support all areas of the network
• Work on incidents, requests, assigned project work and raise/discuss change requests as required

• Work within the wider IT infrastructure teams, providing support for Cloud, Data Centre and office network environments
• Work within a fast-paced environment, supporting the business throughout UK, Europe and Asia
  

Job Specific Skills Profile

Technical skills required for the role:

• Demonstrate experience working in a network infrastructure team as a hands-on network engineer
• Demonstrate operational and project engineering support for all aspects of enterprise IT networks
• 2-5 years' experience working with Juniper, Cisco, Meraki, Forescout NAC, Forcepoint Web Proxy, AV systems such as MS Teams, and Palo Alto technologies
• 2-5 years' experience assisting design builds including network hardware, IP addressing, firewall rule-sets, testing and roll-out
• 2-5 years' experience working with wired and WiFi LANs
• 2-5 years' experience supporting environments using Active Directory, DHCP, DNS and 2FA
• 2-5 years' experience working with peer infrastructure teams supporting an Azure cloud hosted environment
• 2-5 years' experience working with global WAN providers
• 2-5 years' experience working as part of network team responsible for an international enterprise network
• Good knowledge of diagnosing, troubleshooting and resolving all types of cabling, LAN/WAN, routing, WiFi and firewall related faults
• Good knowledge of networking including Layer2/3, dynamic routing, MPLS, BGP, OSPF, VPN, ANS, certificate management, remote user (VPN/Citrix) and firewall management
• Good knowledge of IT security practices
• Good knowledge of ServiceNow and LogicMonitor
• Certifications - ITIL Foundation, CCNA & CCNP
  

Desirable Experience

• Good knowledge of Microsoft server technologies (Windows 2019, 2016 & 2012)
• Good knowledge of VMware & Citrix
• Good knowledge of SD-WAN

The role requires the candidate to

• Demonstrate examples of similar successful positions in the past
• Be highly collaborative within the team, with peer teams and management
• Demonstrate a very high level of customer service and empathy to the customer issues
• Have worked in the insurance or financial services sector previously
• Demonstrate a 'Can-Do' attitude
• Be an excellent all-round communicator through regular verbal and written communication

Core Responsibilities for all Staff

Achieve Results through Relationships with All Parties

• Delivering a personal performance that contributes towards Group and/or Company achieving their objectives
• Achieving lasting relationships with all parties (internal clients, suppliers, third parties and other staff)

Delivery of Service

• Consistently deliver an excellent and comprehensive service

Conduct and Integrity

• Ensure all dealings are carried out with integrity and professionalism
• Act in utmost good faith, in accordance with Group and/or Company policies and never risk the Company's or the Group's reputation

Development and Professionalism

• Continuously develop skills and knowledge
• Must possess a passion for quality and continuous improvement
• Able to multi-task and prioritise appropriately

General Responsibilities

Clients

• Develop strong relationships with the Business Units
• Respond to the Business Units' requirements as appropriate
• Support the business units with their use of the IT systems
• Behave with all clients (both internal and external) fairly and ethically with excellent customer service
• Take ownership of issues and provide updates to users on outstanding issues.

Administration

• Ensure up to date records are maintained at all times on the Group and Company systems
• Interpret instructions and issues arising, and then implement actions according to policies and procedures

Support

• Providing escalation support to the Group IT Service Desk
• Ensuring all changes to production services are subject to change control
• Producing and update documentation to improve the efficiency and effectiveness of systems
• Conducting root cause analysis following unplanned disruptions to improve system availability
• Conduct Problem Management of repeat incidents affecting business services
• Experience with incident management systems, identify incident trends and gather relevant information systematically to troubleshoot and resolve issues
• Strong analytical, problem solving and decision making skills

Compliance

• Ensure compliance with all applicable Group and /or Company policies and procedures
• Ensure correct authorisation is obtained and processes followed when required by the Group and/or Company policies and procedures
• Ensure compliance with legal and regulatory requirements
• Ensure that own performance, HR and T&C records are up to date and meet the Group's requirements
• Maintain accurate records and deal with correspondence appropriately
• Ensure compliance with Anti Bribery and Corruption policy and procedures