2nd Line Engineer

2nd Line Engineer

Location:

Huntingdon UK

Clearance High DV Developed Vetting

2nd Line engineers provide 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.

Leidos 2nd line engineers conduct reactive and proactive maintenance on all systems that Leidos manage. These systems are highly utilised with a large number of active users, operating at varying security levels. 2nd line engineers are responsible for conducting advanced Troubleshooting, developing technical solutions to technical problems to complex issues. Liaising with customers to ensure all issue are dealt within SLA and KPI set down by the customer.

• Have excellent knowledge and experience of UAD, Servers, Storage, Printer, Plotters and peripherals deployment, configuration and management in a secure environment.
• Have excellent knowledge of Virtualized Environments such as VMware and Hyper-V, with knowledge of VMware horizon being an advantage;
  
  Have 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;
• Have strong Linus system administration skills (Ubuntu / CentOS);
• Have good general knowledge of TCP/IP and networking technologies including load balancing and firewalls;
• Have good general knowledge of Microsoft stack technologies such as SharePoint, Skype for Business / Teams, MS SQL, MS System Centre, Office
  365, SCCM & SCOM, Power BI, MS Exchange & CLI tooling such as Power Shell;
• Have good general knowledge of SAN storage technologies;
• Have knowledge of 2 Factor-Authentication Technologies;
• Have some knowledge/ experience with scripting;
• Have excellent analysis and problem-solving skills, taking ownership of complex incidents ensuring these are resolved to the satisfaction of the customer;
• Possess excellent communication skills;
• Have experience of producing and updating technical documentation to a high standard;
• Have knowledge of SD+ ticketing system;
• Have ITIL3 or ITIL 4 at the Foundation level or above.

• SD+ Ticket resolutions
  - Utilising technical expertise to ensure Incidents are dealt with in a timely manner IAW with KPI/SLA.
• Maintenance
  - Responsible for completing the 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. Patching consists of Microsoft and security updates to respond to vulnerabilities.
• Documentation
  - Maintain and create documentation of system configuration changes. As well as accurately recording work in SD+.
• Resource Movement . Assist in the configuration, installation, and deployment of infrastructure components, including virtual machines and UAD's.
• Participation in Projects
  - Engage in infrastructure-related projects, CR's contributing to implementation build, testing phases.
• Problem Resolution
  - Work with other resolver groups, original manufacturers, Users and suppliers to perform root cause analysis, providing technical solutions to complex problems.

• Communications . Verbal, written including technical documentation.
• Collaboration. Working with other SME, Users, Resolver groups to ensure efficiency.
• Adaptability and flexibility . Able to change focus under changing situations.
• Technical expertise . Ability to troubleshoot and fault rectification variety of issues.
• Attention to detail . Including written and work carried out.
• Customer service excellence.
• Teamwork. Build effective internal and external relationships.