Infrastructure Engineer (1st Line Support) ( R-00061488 )
Everything we do is built on a commitment to do the right thing for our customers, our people and our community. Our mission and our values guide the way we do business. The foundation of our Leidos culture is our Values, Beliefs and Expectations by which we select, recognise and reward employees. They create the environment that drives us toward our mission.
Inspired to make a difference, we are committed to solving the world’s toughest problems. Passionate about customer success by being determined to understand and respond to our customers’ needs as if they were our own.
United as a team, we are bound together by our conviction that ethics and integrity is core to how we operate. Due to a recent business win, we have a requirement for a Service Delivery Manager based in the UK at a customer site.
Being part of the Leidos team is a commitment to push yourself and those around you to do better, constantly adapt and learn new technologies. We’re a passionate team and are committed to developing and growing our staff. Leidos is a global science and technology solutions leader working to solve the world's toughest challenges in the defence, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers.
WHAT WILL YOU BE DOING?
Provision of Service Help Desk support, based on shift work with potential for out of hours support. Additionally to support some limited Desk side engineering support to solve problems for our customers as efficiently and swiftly as possible. The successful applicant must be eligible to obtain DV Clearance.
We are looking for a first line engineer to triage and resolve user technical issues. This is an exciting and high pressure customer environment and due to the nature of the users, we need to establish a high first time fix rate. This is not a “standard” first line role.
The successful candidates will:
Have experience of providing support relating to Microsoft AD, DNS, DHCP and GPO, RBS;
Have excellent knowledge of Microsoft Windows 8.1 and Windows 10 including in virtual desktop environments;
Have good general knowledge of TCP/IP and networking technologies;
Have good working experience of supporting and engaging with endpoint and other security products;
Have good general knowledge of Microsoft stack technologies such as SharePoint, Skype for Business / Teams, , MS System Centre, Office365, MS Exchange & CLI tooling such as PowerShell;
Have excellent analysis and problem solving skills, taking ownership of complex incidents and ensuring these are resolved to the satisfaction of the customer;
Possess excellent communication skills and the ability to remain calm under pressure;
Be experienced working within ITIL framework particularly around change control.
WHO DO WE NEED?
We are looking for individuals with strong organisation, communication and teamworking skills and experience in working on the front line of IT Service Management. They will have a good awareness of ITIL processes but also be keen to learn and progress. They will have a strong customer focus and understand that the support we provide is critical to enabling our customers to succeed. Team players, they will be keen to ‘own’ problems as they come in and see them through to completion, either directly or through well-judged escalation to the second and third line.
WHAT DO WE DO FOR YOU?
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:-
Contributory Pension Scheme
Private Medical Insurance
33 days Annual Leave (including public and privilege holidays)
Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme)