WINTEL Engineer. The contractor must be able to demonstrate level 3 experience of working both in a team and in isolation. The engineer should also have the ability to research a technology and develop their own skillset as and when required to allow them to identify root cause analysis. The individual shall provide Level 3 (specialist knowledge) System Administrator (WINTEL) support at sites and remotely to deployed sites (Nodes/PoPs) from the CyISOC across all NSoIT(D) -security domains. The contractors must be able to demonstrate level 3 experience of working on current and future technologies such as VDI delivered architecture. Any issues fully investigated in a remedy ticket by the engineer and escalated to level 4 if required. The FTEs engaged in the provision of this support service shall provide: a. Installation, configuration, deployment and maintenance of Microsoft and other third party products and services on site and to deployed sites when required. Specifically focusing on the following areas: '' Incident Management; '' Service/Change Requests; '' Problem Management; '' Configuration Management; '' Knowledge Management (Creation and retirement of Knowledge Articles) '' Projects, trials, exercises and UK based support to deployed Operations; '' Routine Maintenance; '' Capacity and Demand Management. b. Provide support, advice and recommendations to design changes; c. Support to the Authority towards its Continuous Service Improvement (CSI) initiatives; through undertaking mentorship and technical knowledge transfer to all Military Service Providers (Military or Civil Service), contributing and making suggestions at CSI workshops and producing technical and knowledge transfer documentation. d. Carrying out root cause analysis where required. Essential Skills: Server 2008/2012, Active Directory - GPO/DNS/DHCP, Hyper-V and WSUS Desirable Skills: HP SAN technologies, Anti-Virus - ePO, Virtual Machine Manager 2012, Data Protection M Mandatory Skills Required: Server 2008/2012, Active Directory - GPO/DNS/DHCP, Hyper-V and WSUS Desirable Skills Required: HP SAN technologies, Anti-Virus - ePO, Virtual Machine Manager 2012, Data Protection Manager 2012 and Powershell
Key Performance Indicators * Feedback from Customers, Service Delivery Management, Project Manager etc. * Technical Assessments. * Proven track record of problem resolutions. * Evidence of sharing and re-use of knowledge. * Successful production of documentation. * Successful management and implementation of changes. * Improvement/ enhancements to service delivery. * Meets and improves service level requirements. * Successful management of escalations in a timely manner. * Meets project deadlines and costs within own area of responsibility. * Errors with workarounds or fixes provided in a timely manner. * Percentage of customer problems resolved within required timescales. * Feedback from colleagues, team manager and other team members. * Contribution to service improvements. * Up to date personal learning plan.