Job Description
Daisy operates discrete but integrated business units. A comprehensive description of the range of services provided by Daisy can be located via the Daisy web site at: http://www.daisygroup.com.
As part of its services portfolio, Daisy provides on-site, Third Line Support (Infrastructure Engineer), specifically to Costain, to which this job description relates. The role of the infrastructure engineer is to managing resolver group calls – professional resolution of incidents (faults), responding to complex Service Requests that relate to the core infrastructure or undertaking scheduled pro-active infrastructure management tasks for which the technician is responsible. These include but are not limited to: –
· Management of server backup; and Recovery (restoration) of files, folders, or data from those backups
· Responding to Incidents or requests relating to operational infrastructure services, including: –
· Keep open Service Desk calls down to a minimum level.
· Office 365 General Admin
· Exchange Online (email)
· Active Directory (access control, permissions); and Group Policies
· User Accounts in AD and O365 including sync of accounts in D2 and AWE.
· Troubleshooting and resolving account correlation errors
· Work as P6 point of contact. Including managing P6 Web Servers
· Server Patching
· Mimecast Admin
· Mailbox Management using Pwrshell (Backup & Restoring)
· Management of hardware incidents
As an on-premise representative of the IT service function, effective communication with Daisy and Costain IT colleagues and the customers IT users is vital in maintaining a high customer service perception. This is a key attribute of the Infrastructure Engineer.
Once an activity is assigned to the infrastructure engineer, the engineer must own communication and any incident or request to resolution. Duties include: –
o Ensuring all scheduled tasks are completed and all appropriate documentation / reporting updated.
o Updating of ITSMS records relating to calls (incident or service request)
o Call handling of escalated requests for service / Effective communication
o Resolution (where possible) and escalation (as required)
o Service Level Management of incidents within the infrastructure engineers ITSMS queue
o Information Security Escalation
MAIN DUTIES AND RESPONSIBILITIES
Much of the infrastructure engineers role is pro-active, ensuring that Backups are adequately taken, that server Anti-Virus is updating and running within the estate, however reactive aspects are a part of the role and therefore call handling and resolution of calls that require infrastructure skills above that of the Service Desk 1st line and 2nd line Analysts. This may include liaison with other subject experts or triage to another resolver. Whilst any call is under the ownership of the infrastructure engineer, they must ensure that the instigator the call is kept fully informed.Â
The activities associated with this include: –
o Providing technical diagnosis and resolution of any incident placed into the Daily Operations queue.
o Where the skills of the infrastructure engineer permit, resolution of any incident.
o Accurate updates to any calls within the Daisy IT Service Management System.
o Effective and professional communication skills (verbal and written) with the user in call handling and in updates to the ITSMS.
o Establishing priorities with the user when a request for service is placed in line with the defined priority statements.
o Validating any Service Request raised via the Service Desk or other triaged from another resolver
o Escalating and updating the Daisy Customer Service Account Manager and the Costain Group IT Dev Ops Manager if related to a P1 or P2 incident.
o To be considered, professional and objective at all times.
o Effective call closure with the user at point of resolution
GENERAL DUTIES AND RESPONSIBILITIES
o Managing perceptions to ensure that they are accurate in the Costain user community i.e., where service perceptions are inaccurate, the Costain Group IT Daily Operations Manager will be informed.
o Ensure that any errors or accuracies noted within documented process or work instructions related to the service are raised with the Daisy Customer Service Account Manager and the Costain Group IT Dev Ops Manager, updated, and re-issued using the appropriate version and release control.
o Create Knowledge Management articles as scenarios arise.
o Ensure that a professional, courteous, and proactive service is delivered to the client (Internal and external) at all times.
o Ensure that all communications activity (verbal and written) is delivered to a continual high standard and that all the appropriate company policies for document release are adhered to.
o Ensure that all information is kept secure and not disclosed inappropriately.
o Ensure that the appropriate level of Quality Assurance standards are used.
o Accept additional responsibilities as specifically requested by the Service Desk Supervisor or line Manager.
o Project a professional image at all times.
o To comply with all required Company procedures.
o To carry out your duties in accordance with the Companys Equal Opportunities and Health and Safety policies at all times.
o To maintain high standards of quality of work, personal presentation and personal conduct.
REPORTING AND ADMINISTRATIVE DUTIES
o Accuracy of all entries made to the Daisy IT Service Management System
o Make daily entries into the team Sprint and Scrum board.
o
FINANCIAL RESPONSIBILITIES & AUTHORITY LIMITS
o None
REPORTING LINES
o Daisy Technical Operations Manager (Daisy Line Management)
o Costain Group IT Daily Operations Manager (Day-to-day activities)
Qualifications
As a member of the Costain Business Systems Group, the Infrastructure Engineer is required to undertake scheduled proactive systems maintenance activities and respond to incidents and service requests that have been validated and placed into the infrastructure service queue. Skills are required in: –
o Verbal and written communications
o Good understanding of MS Azure and all MS Cloud technologies*
o Microsoft Server 2012 / 2016 / 2019 and beyond, in both on-premise and hosted in Azure*
o Microsoft Exchange and Exchange online
o Backup technologies Veeam Backup, Azure backup*
o Anti-Virus An understanding of Sentinal One and Windows Defender* and the Security suite within Azure.
o Microsoft Windows 10 Desktop and associated Microsoft Office products
o Understanding of basic networking and System Administrative concepts within MS Azure.
o Management of User and Computer accounts in Active Directory. Looking after user permissions and rights.
o All administrative tasks in Sharepoint including management and availability of data within.
o Support and Administration of Office 365
* Training will be provided specifically on these products if required.
In addition to the standard primary functions listed above, the infrastructure engineer is required to: –
o Respond to, and accept, any reasonable request from the Costain Group IT DevOps Manager that is within the skillset of the engineer.
o Work as part of Daily Ops Team sharing knowledge and documenting developed ways of working.
The Desk Side Engineer is required to adhere to all documented process relevant to the Costain, will be a CSCS Card holder and trained to a minimum of ITIL Foundation.
Additional Information
Why work at Daisy?
At Daisy, our values are centred around our people; therefore, we show our appreciation by providing various benefits and rewards to all our employees. Here are just some of the benefits that makes Daisy a great place to work.
We all deserve a break
We care about you and our planet
As a member of the Disability Confident Scheme, we are pleased to be able to play our part in ensuring that everyone has the opportunity to fulfil their potential and realise their aspirations.
