Support Engineer

BAE Systems.
24 Oct 2018
10 Jun 2019
Job Type
The Applied Intelligence division of BAE Systems delivers solutions which protect and enhance the connected world. Everything we do creates a safer future.
We want to solve problems for our customers and by bringing together great minds, we can work together to make the world a safer place.

BAE Systems Applied Intelligence understands that it's not just physical threats that we need to defend against. Virtual threats can be just as harmful to our people, our assets and our infrastructure, we provide universal protection across both the physical and virtual worlds delivering cutting-edge technology solutions that help our clients to protect and enhance their critical assets in the intelligence age. We help nations, governments and businesses around the world to defend them against cybercrime, reduce risk in the connected world, comply with regulation and transform their operations.

BAE Systems Applied Intelligence (BAES AI) provides the capability to design, build, install, and support world-leading technology and develop hardware and software solutions to specific businesses, clients and operational requirements.
Our systems meet strenuous performance criteria's and are characterised by innovative design frequently involving the latest technology for high speed data and digital signal processing.
We are seeking to appoint a talented and committed 2nd 3rd line Support Engineer to perform a key role in assisting our clients and internal teams.
You will be involved with a variety of service desk, desktop, telephone, remote and client facing support and you will be given many opportunities to get involved with a range of IT and bespoke product sets to our customers in the UK and in some cases abroad.
The ideal candidate should have experience of working in a dynamic environment, requiring constant updating of knowledge in both the technical and procedural aspects of the job.
Candidates must have excellent customer service and quality management skills, equipped with the passion, resources and commercial insight to help achieve this, in return, you will be working with a wide range of technologies as part of a friendly and dedicated team, in a great environment.
This is a great opportunity to join a growing organisation with opportunities for further career enhancement or for those keen to progress.

This role will will involve supporting the existing infrastructure, including server, storage, network, data and applications as well as project based work to improve and enhance the clients environments, The support engineer will have a solid background working within a busy IT team; experience in designing and implementing technical solutions, supporting of Servers, desktops, and operating systems. The support Engineer must have strong experience of technical troubleshooting and problem solving. Depending on projects and tasks,
In addition, as part of this role the individual will be expected to deal with any system issues as and when they occur and this will also involve visits to our customer sites to undertake corrective and preventative maintenance and implementation of services both in the UK and abroad.
The ability to travel for business at short notice to locations in the UK and abroad, and work beyond normal business hours when necessary, is essential.
In addition, following solution training and on reaching the required solution knowledge standard the candidate will be required to become part of the on-call support rota.

Primary duties:
  • Operational support of live client networks and communication solutions which will include in some instances Installation, commissioning and troubleshooting of customer solutions throughout the UK and overseas adhering to strict service level agreements.
  • Carrying out hardware, network and system support to provide second and third level support to high calibre customers and personnel to 2nd/3rd line
  • You will support the 4th line teams to resolve issues that come into the service desk acting as a point of escalation for more challenging issues
  • Prioritisation and escalation of incidents and problems within a service desk environment
  • Configuration and fault diagnosis of solution operating systems and provided application services.
  • Working with clients, external agencies and development teams to resolve root causes of problems and to ensure that problems are escalated and resolved within Service Level Agreements
  • To participate as a project resource as and when required
  • Testing, documentation and performance of system and component upgrades and associated procedures
  • Maintaining detailed System records and documenting and recording client visit reports
  • Carries out regular activities required to keep the solutions running with minimal incidents
  • Uses system and environmental monitoring/management software and service desk tools to investigate issues, collect performance statistics and create reports
  • Working as part of a team to provide 365x24x7 on-call support

Additional duties:
  • Updating and monitoring issue and problem tracking records
  • Maintaining the Development teams' test/reference systems and infrastructure
  • Contribution to knowledge base / FAQ to assist Customer Support in simplifying the support process
  • Testing, documentation and performance of system and component upgrades and associated procedures
  • Carrying out release deployment upgrades by installing new software / hardware into existing solutions
  • Creating / updating documentation, including system user manuals, release notes, deployment plans and operational and support procedures
  • Working with Service Delivery Managers as part of a team to support clients
  • Working with Project Management to provide support to related projects when required

(candidates should have a mixture of the below, certainly not ALL of them and job experience will fill the gaps)

  • Experience in a technical support role.
  • Experience in a customer facing role.
  • Experience in providing COTS Server, SAN and Desktop hardware support.
  • Experience of Systems Administration of Windows Servers and Active Directory, including Windows Desktop solutions.
  • Good knowledge/experience of troubleshooting, networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and vLANs.
  • Experience of installation and configuration of Linux distributions.
  • Experience of network support, including experience of IP based communications protocols and configuration of switches and routers.
  • Ability to perform, test and document technical procedures and practices in a clear and concise manner.
  • Experience of supporting Dell/HP and Blade Servers Servers
  • Experience and knowledge of iSCSI/Fibre channel Storage Area Networks, such as EMC
  • Installation and configuration of VMware ESX Server
  • Experience of installation and management of Oracle Databases
  • Experience of installation and management of Microsoft SQL Server
  • Good Knowledge of backup and monitoring systems.
  • Commercially aware with the ability to identify further opportunities whilst supporting clients.

Further Requirements:
  • Experience of supporting solutions covered by a managed service contract (or other multi-provider environment) is essential
  • Issue tracking and management experience
  • Willingness to work on client sites, be on call for critical incident resolution and work outside normal office hours if required (may require travel to site if remote access not possible)
  • Able to understand, assess and critique system architecture
  • You will be able to demonstrate an understanding of the ITIL best practice framework
  • Good interpersonal and communications skills
  • You should be comfortable and confident working in a customer-facing environment.

The Individual:
  • Highly self-motivated and a strong desire and focus on continued improvements
  • and personal development
  • Ability to work and troubleshoot in an independent environment with moderate supervision
  • Ability to quickly learn new skills in a fast-paced environment and demonstrate an interest in new technologies and processes
  • Ability to react positively and quickly to changing pressures and priorities
  • Working as part of a team to develop and maintain standards and procedures
  • A passion for analysing and problem solving and lateral thinking
  • Strong time management and self-motivation skills

Candidates should be aware that UK security clearance to DV will be required for this position and that applicants must fulfill the criteria necessary to obtain this.
Security Clearance is required for this vacancy. If you are not currently Security Cleared, you will need to be eligible for this and willing to go through the process. For more guidance on National Security Vetting please click here.

About BAE Systems Applied Intelligence:
We help nations, governments and businesses around the world defend themselves against cyber crime, reduce their risk in the connected world, comply with regulation, and transform their operations. We do this using our unique set of solutions, systems, experience and processes.

Our success is down to our people. The changing nature of our business means that we're constantly looking for the brightest talent to help us fulfil our ambitions. As an experienced professional, we'll entrust you with responsibility; this means that you'll have client contact, variety and support from day one.

We'll encourage and support you to develop your skills and reward you as you grow. Whatever your area of expertise, you'll be much more than just a job title; you'll be an integral part of the business where your individual contribution makes a difference every day. Great minds deserve great rewards, so we also offer a very competitive salary and benefits package.

Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. Staying competitive in today's global marketplace requires an organisational culture where employees with varying perspectives, skills, life experiences and backgrounds - the best and brightest minds - can work together to achieve excellence and realise individual and organisational potential. We also welcome discussions about flexible working.

Division Overview: Commercial Solutions
BAE Systems has been in the business of protecting some of the world's most important assets and networks for over 100 years. We apply the same techniques, intelligence and strategy used in defending nations and governments to businesses as well. That's us - Commercial Solutions - a division of BAE Systems that specializes in providing businesses around the globe with the products and services they need to stay protected in today's connected world. We offer a broad portfolio of on premise, managed and cloud-based products and services that are proven to protect our clients against financial crime and persistent cyber attackers.

We aim to be a global industry-leading, cyber and financial crime products business and will do this by leveraging the BAE Systems brand and by delivering higher grade security solutions for our clients.

Help us secure a connected world by being an unseen hero. Apply now and be inspired.

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