Maintenance Support Engineer - Defined Customer
Internship London, UNITED KINGDOM
Job description
About Atos
Atos is a global leader in digital transformation with over 110,000 employees in 73 countries and annual revenue of over € 11 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.
The purpose of Atos is to help design the future of the information technology space. Its expertise and services support the development of knowledge, education as well as multicultural and pluralistic approaches to research that contribute to scientific and technological excellence. Across the world, the group enables its customers, employees and collaborators, and members of societies at large to live, work and develop sustainably and confidently in the information technology space.
The opportunity
This is a full-time permanent position, based in Hendon, London.
The Home Office National Policing IAM Managed Services team are looking for a Maintenance Support Engineer to provide maintenance support for the IAM Estate based in the North London (Hendon and a restricted DR site). You will be supporting this prestigious customer on a core Atos IAM (Identity and Access Management system) which is integral to the availability of Police National Applications. Your key tasks will be Proactive maintenance, resolving software and hardware issues and delivering service within the defined service level agreements to our customer.
Ideally you will already possess maintenance experience working on Enterprise Class Server and network infrastructure and have extensive face to face customer service experience. This role will require that you are able to work as part of a team and thrive in an environment where you have to use your knowledge and problem solving skills to take responsibility for resolving service and equipment issues, directly with the customer.
If you have a previous track record of maintaining Server and network infrastructure, delivering excellent customer service, fault diagnosis, problem resolution skills then we would be interested in hearing from you. Previous experience of maintaining IP Network Architecture (Switches, Routers and Firewalls) Server Maintenance and associated operating systems (Windows, Linux), AntiVirus software, OS patching and system backup procedures and Database Administration would be advantageous. Resident Engineers must be willing to participate in a shift rota and an out of hours call out rota.
Goal
To provide a high quality service to the IAM customers, by maintaining availability and resolving customer incidents and requests on the Identity and Access Management system and services.
Key Tasks
• To resolve incidents on Atos maintained customer equipment at the customer site.
• To undertake proactive Maintenance tasks to ensure the overall availability of the solution
• To Complete Customer Service Requests associated with the IAM Force Managed Service
• Manage customer expectations and communicates time-scales.
• Develop the relationship with the customer.
• Communicate potential risks back to the business including non-conformance costs.
• Proactively seek customer feedback.
• Control of stock and Company assets Associated with Service Delivery.
• Demonstrates awareness and compliance of SLAs / contract service conditions.
• Escalate unresolved non-compliance issues to the direct line manager in a timely manner.
• Ensure compliance to Company and Customer standards, processes and security procedures.
• Identify and suggest process and procedure improvements.
Knowledge / Experience
The job holder is required to have a solid background in Enterprise Class Server and network infrastructure maintenance, encompassing the following core disciplines:
• IP Network Architecture (Switches, Routers and Firewalls).
• Experience of working in an AWS environment
• Server Maintenance and associated operating systems (Windows, Linux)
• Anti-Virus software, OS patching and system backup procedures
• Database Administration
• Excellent communication, problem solving and negotiation skills.
• High levels of self-motivation.
• Demonstrates excellent problem resolution and ownership skills.
• Must be able to demonstrate flexibility, creativity and adaptability.
• Demonstrates excellent task prioritisation and time management.
• PC Literate in a Microsoft Office Environment.
• Strategically orientated.
• Network maintenance experience.
• Customer facing experience.
• NPPV and SC clearances are required
Additional Information
Whilst not a pre-requisite the job holder is also expected to develop specific knowledge of the following solution components:
• ActivIdentity CMS
• ActivClient (including PIV model)
• Core Street OCSP
• DirX product suite
• Entrust PKI
• EPI software
• Fargo printers
• Java Smart Cards
• McAfee AV
• Oracle Databases
• Thales nCipher HSM’s and associated security world Recognised professional qualification (A+, Network + etc)
• HNC/HND or degree equivalent in technology related subject / NVQ3 in Customer Service
Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.