Service Team – 1/2ndst Line Service Analyst: OpenSource
We have an opening for Service Analyst to join The Bunker’s busy 24/7 support team. The role is a full-time, shift-based permanent position located at our data centre in Ash. Applicants should be UK or EU citizens or resident in the UK and with all required work permits.
Shift: 4 days on/4 days off.
Location: Near Sandwich, Kent, UK.
Salary: On Application
General Requirements:
This position is a hands on, shift based, technical support role. An excellent telephone manner, good interpersonal, verbal and written skills, and a keen willingness to learn are all essential to this role. We will look for ITIL Foundation accreditation as a preference and expect an individual who is Service orientated – not just ‘Help Desk’.
As this role is customer facing we will also require a successful candidate to look suitably presentable.
Key duties and responsibilities include:
- To be OpenSource line of Service contact with clients on a day-to-day basis
- Respond to client requests within SLA and in a professional manner
- Be responsible for issues raised throughout the Incident and Problem management process to ensure a satisfactory resolution
- Assist in the build and configurations of PCs, laptops and servers as required
- Assist in the installation of a variety of equipment including hardware, cabling and tray work
- To undertake the testing and support of software
- To ensure that backups are carried out in accordance with procedures including tape changes where appropriate
- To escort clients, and potential clients, around ‘The Bunker’ facility
- To assist Front Desk and Security Team, when required
- To assist other departments as and when required
- Maintain the stock system, so that critical spares holdings are kept within defined levels
- Assist with other tasks as and when required by your line manager
- To adhere to ITIL best practices and ISO27001 processes and procedures
Technical Requirements:
Essential
- Knowledge of networking, firewalls, VPN.
- Operating systems –LINUX (FreeBSD, BSD, Gentoo, Redhat)
- Networking – IP, TCP, UDP, DNS (BIND), DHCP, Mail (Postfix, Sendmail, MS Exchange, Cyrus IMAP, Horde Webmail), Web (Apache, Apache-Tomcat, IIS, Nginx), Routing (VLAN, RIP/routed)
- Databases and Data Management – MySQL, Oracle, SQL Server, LDAP
- Security – VPN (OpenVPN, IPSEC), Encryption (SSL, OpenSSL, PGP, CA), Firewalls (pf, iptables, Cisco ASA)
- Backup – Bacula, tar, rsync, Backup Exec
- Monitoring -Nagios, SNMP
Desirable
- Knowledge of DataCentre processes (hardware configuration, installing and upgrading servers – business as usual support).
- Experience of supporting Windows 2000, XP (NT would also be an advantage)Microsoft packages and applications (MS Office, Exchange 2007,2010) Blackberry(desktop and enterprise), Active Directory.
- Mature experience in using remote tools, with view to carrying out first class single point of contact resolution (PC Anywhere etc).
- You will need to ideally understand how to install and configure a server; principles of security and post-install lock-down of servers; user accounts and passwords; configuring network interfaces, IP numbers, networking and basic routing; installing server software packages and enabling them to run at system startup; applying patches and general system maintenance.
- Essential Business Skills
- Good verbal and written communication skills: you will be expected to interact with customers from the very start. English fluency is essential.
- The ability to be self-motivated and manage your own time and workload effectively is a must as is a willingness to get stuck in, and to help and co-operate with the rest of the team is essential. We do expect a degree of commercial awareness and have an ability to understand business drives and work to team/company objectives.
The Bunker is a growing company, and due to security requirements, we believe in maintaining long-term relationships with our employees. Successful applicants joining us can expect opportunities for future progression within the company.
CRB checks will be run for all successful candidates.
In the first instance please email careers@thebunker.net with your CV and a covering letter
