2nd Line Compute Engineer - # 1399

United Kingdom, Basingstoke, Basingstoke (BSN01)
05 Mar 2019
25 Mar 2019
Job Role
Systems Engineer
Job Type
Role Purpose

The role holder is self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.

Key Accountabilities

• Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
• Business Awareness. Develops an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
• Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
• Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
• Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

The 2nd Line Compute Engineer will work as part of a Shared Service, which provides a 24x7x365 service. Line staff work on a 12 hour shift(Days: 07:00-19:00, Nights: 19:00-07:00), working: 4 shifts on Days, 4 days off work, 4 shifts on Nights, 4 days off work etc.). The service covers both compute/server and network support; this role is for a Compute engineer; however network monitoring/tasks will be included in this role. Location is Basingstoke (BCP site is: BRA01). The individual shall augment the existing 2 Line Shared Service to provide support for Datacentre Compute Infrastructure. Responsibilities: Event Management - Monitor Notifications and Events generated by automated systems and act as required when particular events/notifications occur. Incident Management. Responsible for all incidents assigned to the Fujitsu managed 2nd Line Resolver Group. All incidents for Datacentre Compute 2nd Line team shall be Reported, Recorded, Routed and Managed (RRR&M) through the Service Desk Will receive incidents/faults from other Resolver Groups, manage the resolution, keeping the incident record updated in accordance with Work Instructions (WIs).Will manage/resolve incidents with 3rd Line support, keeping the incident record updated in accordance with Wis. As required, pass the details to 3rd Parties and manage the incident to resolution in conjunction with the 3rd parties; keeping the incident record updated in accordance with WIs. Will manage, monitor and resolve Incidents in accordance with agreed Service Level Targets. Request Fulfilment - Will receive and action requests for Datacentre Compute; changes including add, change or remove access to Production or Pre-Production. Problem Management - Will manage, monitor and resolve Problems in accordance with agreed service management process. The 2nd Line Compute engineers will be responsible for carrying out monitoring for the following: Status of HO Datacentre Compute system using SCOM, SCCM and SCSM, taking remediation activity as required. Daily checks performed. Implement AV updates

Key Performance Indicators

• Technical Assessments.
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver service.
• Improvement/ enhancements to service delivery.
• Known errors with workarounds or fixes loaded in knowledge database.
• Percentage of customer problems resolved within required timescales.
• Meets service level requirements.
• Feedback from colleagues, manager and customers
• Contribution to service improvements.
• Up to date personal learning plan.


  • Excellent team player

  • Takes ownership of assigned tasks and anticipates and identifies potential issues and service improvements.

  • Experience of IT support, incident resolution and/or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery. Excellent customer communication skills. Technical knowledge of secure

  • IT infrastructures, applications and IT security policies and enforcement.

  • Experience in supporting secure IT infrastructures. Experience in incident resolution and/or system management of secure IT infrastructures.

  • Awareness of DevOps methodology.

  • Proven technical understanding and support of some or all of: Understanding of ITIL Service Management Windows Server 2012 platforms Microsoft Group Policies Microsoft Office 2016 Supporting Scout Server Thin Client access VMware ESX and vCentre Management of SAN based storage and backup system (ideally EMC) Base understanding of Systems Centre Operations Manage 2012 Base understanding of Systems Centre Configuration Manager 2012 software delivery Anti-Virus management and reporting.

Skills Required: Cisco UCS knowledge Microsoft SharePoint Server 2013 SharePoint Site Management SQL Server 2012 database management SolarWinds Experience of Java based application support IIS web services management and support.

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