Responsible for the day to day running of the customer environment, ensuring the infrastructure and all its components are running and are working as expected.  Triage and resolution of customer faults with support from the wider team as required.

1. Ticket Management + Customer Service
   • Pick up and take ownership of customer tickets, complying to the ticketing processes
   • Triage and resolve, either individually or with the support of the wider team
   • Meet or exceed the customer SLA
   • Effective communication to the customer and within the team

2. Infrastructure
   • Develop a general understanding of IT infrastructure and how each of the elements interact
   • Monitoring and identifying issues, owning through to resolution whilst working with the wider team when required

3. Operating systems and software configuration
   • Develop an understanding of one or more operating systems, virtualisation and cloud computing
   • Ensure the environments are assured against data loss
   • When necessary, undertake software or operating systems installations and upgrades

4. Security
   • Gain an understanding of the potential threats to IT environments from internal and external influences, weak adherence to security protocols and human error
   • With guidance from the wider team protect customer environments from vulnerabilities utilising tools such as patching

5. Change control
   • Understand the reasons underpinning change control, adhere to all required processes

6. Asset Management
   • Maintain asset documentation with additions, decommissions and updates to ensure that the scope of support for our customers is understood, accurate and kept up to date

• Good communication skills, both written and spoken, able articulate ideas or proposals clearly
• Capable of working in a team or individually, as circumstances dictate
• Able to follow procedures, policy, instruction and guidance
• A troubleshooting mentality to tackle complex problems
• Self-starting, both in terms of ‘getting things done’ and the self-development to attain new skills, capabilities and knowledge
• Open minded and innovative, challenging the status quo and striving for better solutions or developing new ideas
• Conscientious, taking ownership and responsibility, seeing tasks through to resolution either individually or with the assistance of others, whilst ensuring all stakeholders are kept informed
• Create, review and maintain support documentation