IT Support Lead F/H

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:

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

• 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