IT Support Lead F/H
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Type de contrat : CDI
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Temps de travail : Temps plein
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Lieu London
Company
Alcatel Submarine Networks, a Nokia company, stands as an industry leader with over 800,000 km of optical submarine systems globally – that’s nearly 19 times the Earth’s circumference.
We cater to a wide range of needs: from traditional telecom applications and webscale service provider infrastructures to offshore oil and gas projects.
Post description
1. PRIMARY PURPOSE AND OVERALL OBJECTIVE OF THE JOB:
Lead the IT support team in Greenwich and manage projects on ASN tools, applications, and environments mainly for UK and occasionally for other sites.
2. CONTEXT OF THE JOB
- 2.2 REPORTING LINES:
Solid line to the IT Production & Infrastructure director
- Dotted line to the global IT support leader
- Dotted line to the Greenwich site leader
- 2.3 DIRECT REPORTS:
- Support team in Greenwich.
- 2.4 INTERLOCUTORS and CLIENTS:
- ASN-Internal interfaces:
- o IT global support teams
- o Any operational teams based in Greenwich (internal customers)
- o Greenwich site leader
- o Occasionally, IT and internal customers in other sites
- External interfaces:
- o Suppliers
- o Technical partners
3. MAIN ACCOUNTABILITIES
- Manage and motivate the local support team: objectives, individual performance and achievements.
- Ensure full synchronization with the global support leader.
- Administration & MCO of ASN UK Infrastructures.
- Ensure compliance with standards & feed the documentary repository (operating procedures and documents)
- Participation in development projects; technological watch; process improvement, in liaison with the other IS&O teams.
- Users support (users support, workstation deployment…)
- Corrective and preventive actions N1, N2 and N3.
- In charge of local IT administration.
- Participate and support of local or global projects implementation.
- Manage your own daily schedule by working through service boards and prioritising tickets.
- Communicate with colleagues, updating them on progress and escalation needs.
- System monitoring.
- Hardware fault and diagnostics
- Document customer software, services, tools, and hardware.
- Monitor, categorize, set priority of incoming tickets.
- Ensure service or project issues are resolved or escalated within agreed SLAs.
- IT support relating to technical issues involving Microsoft's core business applications.
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint online, Office 365 and Azure.
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Remote access solution implementation and support: VPN and Remote Desktop Services.
- Technical services and support of VoIP telephony solutions (Teams Phone).
- Support of any other software, service, tool, or hardware relating to a customer's IT requirements.
- Hardware fault diagnosis and repair.
Wanted profil
Education, Knowledge, and Experience required for the job
- 5 years’ experience dealing with Microsoft Servers, Microsoft Networks, desktop computing and medium-scale applications systems.
- One or more certifications relating to IT technologies and knowledge of the environment Windows Server, Windows 10, SCCM.
- Proven methodology in fault finding and troubleshooting techniques.
- Familiar with all Microsoft technologies – Office 365, Azure, Windows 10, Server 2012-2019, AD, Hyper V.
- Experience with VoIP telephony, both hosted and on premises.
- Good analytical/problem solving skills.
- Outstanding customer care, active listening, and communication skills
- Ability to work in a fast-moving environment, multi-task and adapt to changes quickly.
- In-depth knowledge of the service catalogue and how it relates to customers’ needs.
- Team player.
- Can do attitude.
- Self-starter.
- Experience managing projects.
- Business awareness.
- Awareness of the need for confidentiality.
Main Technical Environment
- Office 365
- Active Directory
- ADFS / Azure AD Connect
- PowerShell
- McAfee.
Réf: b1fb9192-b632-461d-baae-9bb9101c9923
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