IT Systems Engineer

Reporting to the IT Infrastructure & Security Manager, the Systems Engineer is part of the IT infrastructure team. They support and maintain the Network and Server Infrastructure, ensuring maximum uptime, availability and adherence to IT Policies and Processes.

The Engineer role supports the IT infrastructure that underpins our business applications across the SCC, Stores and Technical Centre.

IT infrastructure support across all locations, including Stores, Head Office, Tech Centre and Virtual workloads. Coverage includes core business operational hours and out-of-hours 24x7 on-call service for priority issues. Providing proactive support and maintenance, system monitoring, backups and capacity planning for on-premises, hosted and cloud environments for 1500+ Servers and 1700+ Network devices. Responding to incidents logged directly or escalated from 2nd line support teams, the Systems Engineers are the network and IT infrastructure custodians, including the management of Operating Systems, physical and virtual servers, hosting, and system security. The engineer works across support and project-based activities, providing remote and onsite capability as required.

The role requires a close working relationship with the global IT teams.Key Responsibilities:Provide 2nd and 3rd Line support as defined by the Information Technology Infrastructure Library (ITIL)
2nd Level Support takes over incidents that cannot be solved immediately with the means of 1st Level Support.
If necessary, it will request external support, e.g., from software or hardware manufacturers.
The aim is to restore a failed IT Service as quickly as possible.
If no solution can be found, the 2nd Level Support passes on the Incident or Problem Management Team.

Provide 3rd-line support, as defined by the Information Technology Infrastructure Library (ITIL), for internal systems where no external vendor support is available or is not required for the nature of the incident

Ensure system monitoring alerts are responded to per the KPIs defined by the Operational or Service Level agreements.

Provide 3rd-line support for all the business's physical and virtual IT assets. Liaising with Application Owners and business functions, including;
Dell and HP Server Hardware
Microsoft and Linux Operating environment
VMware Virtual server environment
Data stores and backup devices (NetApp/Comvault)
Cloud and Hosted Infrastructure
Microsoft 365 Applications and SSO
Information Security Systems
Security Appliances
Cisco and Meraki Networking
Data Centre Facilities management
Change Management
Accurate Documentation

As defined by ITIL escalation procedures for 3rd Line support services to Desktop Analysts and Store Support Teams, be an escalation point

Liaise with third-party vendors concerning application/software support and hardware maintenance.

Daily tasks and duties, as defined in the ISMS policies and procedures, including but not limited to:

Successful data retention and back policies
System monitoring
Endpoint security management and reporting

Within reasonable notice, being available to complete out-of-hours activities to deliver IT support, as previously defined, and where to do so during regular working hours would impact the business. This includes system maintenance, system patching and project-related tasks.