Description
As a 2nd Line Engineer at Leidos, you will play a crucial role in Core services, conducting fault rectification of incidents and supporting Problem management, Continual Service Improvement (CSI), and Change Request (CR) work on operational essential IT Systems.
You will be responsible for providing second-line technical support, including:
- Conducting advanced troubleshooting and developing technical solutions to complex issues
- Liaising with customers to ensure all issues are dealt with within SLA and KPI set by the customer
- Providing excellent knowledge and experience of UAD, Servers, Storage, Printer, Plotters and peripherals deployment, configuration and management in a secure environment
- Having excellent knowledge of Virtualized Environments such as VMware and Hyper-V, with knowledge of VMware horizon being an advantage
- Having excellent knowledge of Windows Server Environments, from Server 2008 – 2022, including OS build Windows 10 & 11, AD, DNS, DHCP and GPO from design to implementation and support
- Having strong Linux system administration skills (Ubuntu / CentOS)
- Having good general knowledge of TCP/IP and networking technologies including load balancing and firewalls
- Having good general knowledge of Microsoft stack technologies such as SharePoint, Skype for Business / Teams, MS SQL, MS System Centre, Office365, SCCM & SCOM, Power BI, MS Exchange & CLI tooling such as PowerShell
- Having good general knowledge of SAN storage technologies
- Having knowledge of 2 Factor-Authentication Technologies
- Having some knowledge/experience with scripting
- Having excellent analysis and problem-solving skills, taking ownership of complex incidents ensuring these are resolved to the satisfaction of the customer
- Possessing excellent communication skills
- Having experience of producing and updating technical documentation to a high standard
- Having knowledge of SD+ ticketing system
- Having ITIL3 or ITIL 4 at the Foundation level or above
Key duties will include:
- SD+ Ticket resolutions: utilising technical expertise to ensure Incidents are dealt with in a timely manner IAW with KPI/SLA
- Maintenance: responsible for completing and recording Periodic maintenance of the system Utilising Periodic Preventative Maintenance (PPM)
- Patching: utilising WSUS and SCCM to Patch all Domains that Leidos are responsible for
- Documentation: maintaining and creating documentation of system configuration changes
- Resource Movement: assisting in the configuration, installation, and deployment of infrastructure components
- Participation in Projects: engaging in infrastructure-related projects, CR’s contributing to implementation build, testing phases
- Problem Resolution: working with other resolver groups, original manufacturers, Users and suppliers to perform root cause analysis, providing technical solutions to complex problems
We offer a range of benefits, including:
- Contributory Pension Scheme
- Private Medical Insurance
- 33 days Annual Leave (including public and privilege holidays)
- Access to Flexible benefits (including life assurance, health schemes, gym memberships, annual buy and sell holidays and a cycle to work scheme)
- Flexi-Time