Infrastructure Engineer

Location:

Carolina Court Doncaster, United Kingdom

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

Purpose of this role:

Support and maintain the technical systems underpinning EUC services, support the integration of new services and retirement of legacy systems, collaborate technically with the wider organisation on agile initiatives

Main

Duties and Responsibilities:

Accountable for running EUC services in a professional manner to provide a secure, cost effective service ensuring customer satisfaction.

Service

• Responding to incidents and requests against agreed SLA's on EUC services and all tasks associated with running and maintaining the service.
• Monitor Service Now Dashboards and maintain call queues at acceptable level adhering to IS charter for call resolution
• Follow agreed processes for EUC, change, service desk interaction, CSOC, project DDQS, IVVQP, SDVLA and business engagement.
• Troubleshooting on service issues and represent EUC at Incident Post Mortem and Change meetings.
• Monitor EUC systems for up time as needed. Collaborate with other IS teams and business staff contacts to ensure maximum possible uptime for the live services. Report serious security or service issues as needed.
• Focus on customer satisfaction and maintain a quality service with professional interactions and appropriate behavior.
• Ensure technical service documentation maintained and up-to-date.

Evolution

• Work with service operations lead to commission new services and retire old services. Ensure representation when services are delivered to operational acceptance meetings SDVLA
• Highlight technical capability gaps and work with EUC Manager to develop training plans for service support staff.
• Report issues on data protection, backup process, data restoration, product lifecycle, system and software compatibility and work with EUC technical infrastructure specialists to plan route to resolution.
• Any other duties commensurate with the grade or deemed appropriate by the Infrastructure Platforms Manager.

Typical Routines:

• Monitoring and maintaining EUC services
• Prioritising and escalating newly identified issues.
• Agile sprint inter team collaboration on organisational priorities
• Resource and prioritise run and project work
• Satisfying service requests and responding to users directly and informing internal business leads
• Raising production system change requests and review changes.
• Generating reports to senior managers and providing KPI reports.
• Attend training and seminars extending technical skills
• Updating system documentation.
• Proactively responding to vulnerability notifications
• Attend meetings and take notes

Internal Company Contacts:

IS teams, IS team leaders, IS directors, Thales business managers and staff. Service Desk, EUS, Platforms teams, Network Support, Incident Management, Change Management, Problem Management, CSOC

External Company Contacts:

Thales customers, Technology Vendors, External Suppliers

Person Specification

Qualifications and Training:

• Bachelor Degree level education/experience
• Five years minimum working in industry with proven track record required
• Security clearance required

Desirable

• VMware Certified Professional
• MCSE
• ITIL Foundation certificate

Work Experience, Skills and Knowledge:

Experience working within a large Agile/Lean organisation delivering customer focused support across secure technologically diverse environments.

Desirable skills:

-

• SCCM urrent branch task sequence editing, task updates, day to day administration
• Microsoft group policy administration (GPMC) troubleshoot, creation and amendments across desktop/server/user objects
• Application packaging for physical and VDI desktops using SCCM and App Volumes
• DEM (UEM) Application profiling/user personalisation, profile management
• VMWare infrastructure, data centre/cluster/hosts/vcenter
• Horizon View - POD architecture/instant clone pools/Image push, post creation synch scripts
• VDI master image/gold image update, patching and management
• App Volumes
  - Site synchronisation, management, housekeeping
• VMWare UAG
  - Configuration, set up, load balancing, integration with F5/Netscaler/Horizon View infrastructure
• Certificates
  - Internal/external
  - Root paths, thumbprints, renewal process, Digi cert
• Windows 7/Windows 10 operating system
• SBH application delivery (View RDSH) - Instant clone servers
• Cloud services - AWS and Azure
• Workspace 1 (Air Watch
  - Device management, app delivery,. Infrastructure understanding (ACC, SEG
• Google enterprise management services
  - Chrome book configuration, support and management
• Thin client administration, management and housekeeping
• Networking - DHCP, DNS, Subnets, IP4
• Linux
  - Shell navigation, join domain, single user mode,…