What are the responsibilities and job description for the Technical Specialist position at HCL Technologies?
JOB PURPOSE
To act as a Systems Operations Engineer in the best interests of the company. Delivering third line technical support and projects to a large user base of internal UK based staff. Providing analysis, diagnosis and resolution of customers IT issues for software and hardware. The role also requires a high level of BAU technical IT support across the UK infrastructure, involving escalations from Service Desk and Desk Side Support and assisting with IT related project work.
KEY ACCOUNTABILITIES/DELIVERABLES
Providing 3rd line support troubleshooting many diverse technologies including but not limited to Citrix; VMWare; Exchange; HPE hardware; Windows 2012/2016/2019/2022; Active Directory; DNS; DHCP; SAN storage (NetApp, ); PVS and App-V.
Working knowledge of cloud technologies, such as AWS, Azure, or Google Cloud.
Implement and configure cloud servers, virtual machines, containers, and related services based on industry best practices.
Monitor and optimize cloud server performance, capacity, and availability to ensure optimal user experience.
Working to strict change control governance.
Acting as and constantly developing as a technical expert within specified technologies.
Escalate complex issues as appropriate to senior team members.
Provide technical input on projects.
Working within published SLAs and OLAs.
Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests ensuring excellent customer service working from a call logging-based system.
Publishing support documentation to assist IT colleagues in following defined IT processes.
Ensure regular and clear updates are provided to the Systems Operations Manager and global operational teams.
Providing technical solutions for BAU and project-based requests, producing high level overviews and explanations as required.
Proactive systems performance, management and maintenance.
Provide support, administration and implementations across Production and test environments and an understanding of how applications interact with these systems.
Supporting the IT Operations and Engineering teams in delivering all aspects of support.
Carrying out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher s shared values, in particular, putting clients at the heart of our business.
Provide technical guidance and support to junior team members as needed.
PERSON SPECIFICATION
Qualifications
An ITIL qualification is desirable but not essential.
Certified or at least working towards certification in various cloud / datacentre / enterprise products.
Technical Knowledge
A solid understanding of how applications interact with the Windows Operating System and Citrix forms an essential part of this role.
Active Directory essential
VMware 7 essential; basic working knowledge of 8 is desirable.
Hardware (HP servers\\Blade Centres\\Cisco UCS) essential
High availability and DR concepts essential
Certificate management, understanding of cryptography and cipher technologies.
Understanding of patching and scanning utilities such as Ivanti and Qualys essential.
Desirable Knowledge
Citrix XenApp 7. , PVS 7. .
SAN based technologies.
Rubrik, VEEAM
SCCM.
SCOM.
Alternative OS, RHEL, Centos
M365 technologies Teams, Intune etc.
Experience
Providing 3rd level support within a corporate environment is essential.
Working with Microsoft and Windows based products is essential.
Mentoring and development of technical peers is desirable.
Experience of supporting high availability and large server estates desirable.
Skills\\Other
You will be a self-motiv
To act as a Systems Operations Engineer in the best interests of the company. Delivering third line technical support and projects to a large user base of internal UK based staff. Providing analysis, diagnosis and resolution of customers IT issues for software and hardware. The role also requires a high level of BAU technical IT support across the UK infrastructure, involving escalations from Service Desk and Desk Side Support and assisting with IT related project work.
KEY ACCOUNTABILITIES/DELIVERABLES
Providing 3rd line support troubleshooting many diverse technologies including but not limited to Citrix; VMWare; Exchange; HPE hardware; Windows 2012/2016/2019/2022; Active Directory; DNS; DHCP; SAN storage (NetApp, ); PVS and App-V.
Working knowledge of cloud technologies, such as AWS, Azure, or Google Cloud.
Implement and configure cloud servers, virtual machines, containers, and related services based on industry best practices.
Monitor and optimize cloud server performance, capacity, and availability to ensure optimal user experience.
Working to strict change control governance.
Acting as and constantly developing as a technical expert within specified technologies.
Escalate complex issues as appropriate to senior team members.
Provide technical input on projects.
Working within published SLAs and OLAs.
Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests ensuring excellent customer service working from a call logging-based system.
Publishing support documentation to assist IT colleagues in following defined IT processes.
Ensure regular and clear updates are provided to the Systems Operations Manager and global operational teams.
Providing technical solutions for BAU and project-based requests, producing high level overviews and explanations as required.
Proactive systems performance, management and maintenance.
Provide support, administration and implementations across Production and test environments and an understanding of how applications interact with these systems.
Supporting the IT Operations and Engineering teams in delivering all aspects of support.
Carrying out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher s shared values, in particular, putting clients at the heart of our business.
Provide technical guidance and support to junior team members as needed.
PERSON SPECIFICATION
Qualifications
An ITIL qualification is desirable but not essential.
Certified or at least working towards certification in various cloud / datacentre / enterprise products.
Technical Knowledge
A solid understanding of how applications interact with the Windows Operating System and Citrix forms an essential part of this role.
Active Directory essential
VMware 7 essential; basic working knowledge of 8 is desirable.
Hardware (HP servers\\Blade Centres\\Cisco UCS) essential
High availability and DR concepts essential
Certificate management, understanding of cryptography and cipher technologies.
Understanding of patching and scanning utilities such as Ivanti and Qualys essential.
Desirable Knowledge
Citrix XenApp 7. , PVS 7. .
SAN based technologies.
Rubrik, VEEAM
SCCM.
SCOM.
Alternative OS, RHEL, Centos
M365 technologies Teams, Intune etc.
Experience
Providing 3rd level support within a corporate environment is essential.
Working with Microsoft and Windows based products is essential.
Mentoring and development of technical peers is desirable.
Experience of supporting high availability and large server estates desirable.
Skills\\Other
You will be a self-motiv
