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3rd Line Support Infrastructure Engineer, EUC

Company John Lewis Partnership Location Berkshire
Contract Permanent Position Salary £40,200 - £52,800 per annum
Sector(s) Information Technology (IT)

Job Description

Duties & Responsibilities

Have you ever wondered what it is like to work for one of the market’s trusted retailer? 

John Lewis and Partners are looking for the future in candidates and our Business. You’ll demonstrate a positive and enthusiastic attitude, striving for the best and always searching for continuous improvements to best practises and ways of working. 

If you are a dedicate 3rd Line Support Infrastructure Engineer then we want you to be a part of our forward thinking and modern working team!

Job Requirements

As a 3rd Line Support Infrastructure Engineer in the End User Computing team you be responsible for maintaining our service to a very high standard meeting all our SLAs and OLAs. You’ll be accountable for incident, problem and request resolution supporting our 1st and 2nd line colleagues in our Service Centre to drive great outcomes. You’ll be expected to deliver high quality change to maintain our fast changing estate and there will be lots of opportunities to develop your knowledge and skills sharing best practice across all Infrastructure towers. 

You’ll have a passion for delivering excellent customer service with an ability to communicate clearly to both technical and non technical customers. You will be knowledgeable in ITIL processes, and support the escalation of priority incidents.

Required essential experience skills and qualifications

Technical Skills: 
Depth technical understanding of troubleshooting and configuring Windows desktop operating systems from Windows 7 through to Windows 10 in an enterprise environment. 
Hands-on experience of administering and troubleshooting Active Directory, including Group Policy. 
Practical experience of writing scripts to automate maintenance tasks using PowerShell in an enterprise environment. 
Practical experience of LAN/WAN/Wifi networking technologies. 
Technical understanding of troubleshooting and configuring Chrome and MacOS. 
Practical experience of Enterprise Printing Solutions/Managed Print Platforms ( MS.Equitrac ) 
Operational experience of Security tooling within an Enterprise ( Certificates, Malware protection, Data Loss Protection ). 
Excellent skills in troubleshooting and logically solving problems. 
Experience of working at 3rd line support level. 
Produce clear and thorough documentation of builds, configurations and solutions. 
ITSM knowledge including the ITIL framework. 

Business Skills: 
Translate business requirements into technical implementation. 
Communicate technology concepts and planned actions to non-technical customers/users. 
Collaboration with subject matter experts to complement your own knowledge. 
Experience of working with third parties/suppliers. 

Personal Skills: 
Excellent relationship-building, communication and interpersonal skills. 
Ability to engage with customers/users at all levels of the business. 
Ability to effectively organise your own work. 
Ability to meet challenging deadlines, delivering to time and quality in an ever changing environment. 
Ability to establish and maintain the trust of colleagues and users. 

Required desirable experience skills and qualifications

Enterprise Mobility Management / Mobile Device Management solutions, and mobile devices (Android, Windows CE, iPhone, iPad, Chromebook,Zebra, Motorola retail devices). 
Directory services complementary skills such as DHCP, DNS, Federation, Cloud synchronisation. 
Experience of Digital Signage platforms 
Experience of Virtualisation and application delivery platforms such as Citrix and VMware. 
Experience of working in the Retail sector. 
Understanding of System Center Configuration Manager. 

How to Apply

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