Main Purpose of Job
Reporting to the Hubs/Service Management Lead, your prime responsibility will include being an expert on
our customer servers and systems, providing technical support for IT equipment on NSSLGlobal’s customer
environments, our internal corporate and global remote sites.
Work as part of the Systems Management team delivering a quality 24/7 service to NSSLGlobal MSP/MSSP
customers on a variety of hardware and software products. Including promoting and explaining NSSLGlobal
services/products to customers
Provide day to day hands on technical support, administration and management of the customer managed IT
Infrastructure and projects,
Install, configure computer hardware (servers, NAS, SANs, IP phones, mobile devices, workstations,
peripherals etc.), operating systems, software and applications as well as resolve any technical issues that
arise.
Carry out daily, weekly, monthly duties and applicable tasks as requested by the Service Management Lead.
Existing solutions you will be involved as part of a team in developing/maintain our in-house product ranges
incorporating Sophos, VMware, Windows Server, VoIP platforms, email services, file replication, hotspot
solutions, software distribution, web filtering, firewalling, virtualisation, high-availability and video
entertainment services.
Who we are:
NSSLGlobal is a leading and growing provider of Satellite Communications and IT Support to the Government and Maritime markets. Established 55 years ago, the company leverages deep customer understanding and engineering know-how to deliver technical solutions tailored to their customers unique requirements.
In an enviably strong financial position with over 250 employees the company is privately held, profitable and debt free with exponential growth plans. Headquartered in the UK, the company has a global footprint with key offices located across Germany, Denmark, Norway, the Netherlands, Sweden, Poland, Singapore, Japan and the United States.
Key Tasks
- Assist with the administration of nominated customer IT equipment and networks, including
o Implementation of patches and firmware updates
o Configuration of the servers/equipment
o Ensure Backups are completed, and complete test restore - Ensuring the smooth running and patching of the customer environment. Monitoring
usage/performance, ensuring they are working efficiently, including tight controls on hardware/software
obsolesce - Be part of the support team for customer’s users fault finding and solving problems, ensuring you own
the problem until resolved ensuring users are regularly informed of progress and that all issues are
logged within the ticketing system. - Follow departmental change control process and procedures.
- Work within the remit of NSSLGlobal’ s cyber security policies.
- Building the IT Hosting Infrastructure as required including Storage, Virtual Environments, Email,
Backups(recovery/monitoring) - Build laptops and PC’s according to internal & customer specifications as applicable ensuring that they
are completed in accordance with customers IT security policies and accreditation standards, including
the creation of standardised build images. - Work with external suppliers where support cannot be done in house to assist IT with problem resolution.
- Be part of the 24/7 on call rota responding to calls as required
- Continuous evaluation of existing processes/procedures ensuring Desktop Support is carried out in the
most efficient and effective manner, working with the Hubs/Service Management Lead to initiate
appropriate best practice and corrective action. - Conduct research and make recommendations on products, services, protocols and standards in
support of all desktop procurement and development efforts.
Assignment and Review of Work
- Work is primarily assigned and reviewed on a regular basis by the Hubs/Service Management Lead.
Decision Making
- The job holder will make informed decisions:
• In resolving conflicting work priorities
• In judging the most appropriate technology to recommend as NSSLGlobal solutions
• As to the most efficient resolution of escalated customer issues
- The job holder will demonstrate:
• Sound engineering judgement
• Adaptability and Flexibility in an interesting and demanding work environment
• An appreciation of commercial issues in all dealings with customers and suppliers.
Experience/Skills/Qualifications
Mandatory
- Degree (2:1) or HND/HNC in IT/Engineering related area AND/OR at least 3 years equivalent
experience - Previous experience in an MSP environment
- A professional and flexible approach
- Proactive “can do” attitude
- Analytical mindset
- Ability to work effectively as part of a team, and independently on your own projects
- Ability to diagnose complex faults, document, communicate and follow up corrective actions
- A sound technical knowledge and experience of Windows Server 2019/22
build/configure/troubleshooting - A sound technical knowledge of core Microsoft Windows 10/11 desktop environments, including
building, troubleshooting, patching - A sound technical knowledge IT Security (anti-virus, firewalls)
- VMware build/HA/configure/troubleshooting experience
- Good knowledge of TCP/IP networking concepts including Routing, Switching, Firewalling, including
Layer 7 firewalls
Desirable
- A sound technical knowledge of any of the following: Endpoint Central, Veeam, PRTG
- A sound technical knowledge of Virtual Environments (VMware)
- Relevant Microsoft qualifications.
- Project planning and delivery experience
Most Difficult Part of Job
- User and Customer priorities means the ability to multi-task is a must
- Ability to be able to proactively and independently own and resolve problems
- Dealing professionally and flexibly with customers and suppliers.
- Keeping current with the rapid developments in communications and IT.