Technical Support Engineer

Location: Bristol, United Kingdom |
Salary: Up to 39000 |
Posted: 8 Dec 2021 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Permanent |
Reference: 21000397

G4S Fire & Security Systems (UK) is part of G4S Secure Solutions (UK), the UK’s largest private provider of security solutions. An exciting opportunity has arisen for a Technical Support Engineer to join our new site-based engineering team at a High Security site-based Bristol. The position is permanent, full time, working 40hrs per week with an option to work remotely and on site.

The project will involve working the maintenance and monitoring of an on-premises security system. You will be responsible for resolving faults and meeting response/fix SLA’s and provide support to G4S engineers and contractors. You must have excellent knowledge with Microsoft OS (Server & Desktop) including Microsoft Active Directory, DNS and Group Policy Management. 

Responsibilities:

  • To monitor real time alerts for hardware, software and security issues and using central monitor software to proactively predict and prevent issues.
  • To support and maintain the infrastructure of a Microsoft Hyper-V environment, including VM’s, SAN solutions and system applications.
  • To complete system checks that include hardware, performance, configuration, asset inventory and database backups.
  • To meet customer compliance and certification by following strict and rigorous policies and change control procedures for any / all system changes.
  • To conduct the planning, testing, installation and rollout of system updates (Servers, Clients, Network, Applications, etc..) on pre production and production.
  • To be a point of escalation for system issues and unplanned Headend faults.
  • To investigate, troubleshoot and resolve system faults that fall under 1st - 3rd support tasks and to liaise with software/hardware suppliers to resolve issues.
  • To provide timely and accurate remote telephone & remote system responses to site based technical issues and resolve as many system problems as possible without the need to send an engineer
  • To maintain accurate, real time records of site based interactions in Tesseract Service Centre providing customers and other G4S employees with all relevant information in a timely manner (call log numbers, progress updates etc.)
  • To maintain accurate and timely records of all technical issues in the company fault recording system.
  • Provide technical reference services (i.e. technical manual lookup) to field based engineers on IT equipment and a range of 3rd party Access Control, Video Surveillance, Visitor Management and Intruder Systems.
  • Keep up-to-date with various 3rd party technology products. This may involve self-learning and a willingness to participate in internal and/or external training courses which may involve out of hours working.
  • To provide clear, well written technical documentation for a variety of purposes


 

  • 3+ years of IT, Server Support or IT administration experience providing technical support and customer service.
  • Previous experience of offering over the phone & remote diagnostics
  • Strong analytical skills, enquiring and investigative mind. Able to get to the root causes of a problem and communicate this clearly to others.
  • Excellent knowledge with Microsoft OS (Server & Desktop) including Microsoft Active Directory, DNS and Group Policy Management.
  • Good knowledge with Microsoft Hyper-V and Linux / Ubuntu Server
  • Good knowledge with LAN/WAN/Firewall networking
  • Experience with IT change control process
  • Participate in occasional out of hours work when required and being part of an on call rota.
  • This role will require the successful applicant to undergo security clearance which is essential to the role

 

In return:

  • Salary of up to £39,000
  • Car
  • 25 days annual leave
  • Pension/Life Assurance
  • Perks at Work Scheme

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