Infrastructure Support Engineer

BAE Systems.
12 Sep 2019
11 Nov 2019
Job Type
BAE Systems AI - Infrastructure Support Engineer

BAE Systems Applied Intelligence (AI) 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 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 Infrastructure Support Engineer based primarily in Guildford, to perform a key role in assisting our clients and internal teams. You will be involved with a variety of 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.

We offer a great salary and package, with lots of benefits, as well as career progression and lots of training and support from the moment you join us.

The key responsibilities of the role will involve;
  • 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
  • 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

The ideal candidate will have;
  • Experience in a technical customer facing support role.
  • Experience in providing COTS Server, SAN and network hardware support.
  • Experience of installation, configuration and admin of Linux distributions.
  • Good knowledge/experience of troubleshooting, networking protocols and technologies such as TCP/IP, DNS, DHCP, routing and VLANs.
  • Experience of network support, including experience of IP based communications protocols and configuration of switches and routers.
  • Cisco network implementation, admin and troubleshooting. (CCNA or CCNP).
  • Firewall and Secure Remote Access appliances. (Juniper/ Cisco ASA, F5)
  • Ability to perform, test and document technical procedures and an interest in new technologies and processes
  • Experience and knowledge of iSCSI/Fibre channel Storage Area Networks, such as Dell EMC.
  • Installation and configuration of VMware ESX Server.
  • Understanding of the ITIL best practice framework

About BAE Systems Applied Intelligence
We use our intelligence-led insights to help defend Governments, Nations and Societies from cyber-attacks and financial crime. Our customers depend on our evolving capabilities to help them safely grow their organisations. Our unprecedented access to threat intelligence, world-leading analysts and market-leading technology means we can help them to adapt, evolve and stay ahead of the criminals.
Division overview: Capabilities
At BAE Systems Applied Intelligence, we pride ourselves in being a leader in the cyber defence industry, and Capabilities is the engine that keeps the business moving forward. It is the largest area of Applied Intelligence, containing our Engineering, Consulting and Project Management teams that design and implement the defence solutions and digital transformation projects that make us a globally recognised brand in both the public and private sector.
As a member of the Capabilities team, you will be creating and managing the solutions that earn us our place in an ever changing digital world. We all have a role to play in defending our clients, and this is yours.

Diversity and inclusion are integral to the success of BAE Systems Applied Intelligence. We are proud to have 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.

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