Infrastructure Support Specialist

**Why work for Brennan?**

At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian owned systems integrator in Australia.

**Brennan offers an excellent remuneration package and benefits including**:

- A strong culture underpinned by values that are truly lived every day.
- An environment that embraces learning and development of all employees.
- Flexibility to work in the way that brings out the best in you.
- The ability to do what you love, in an environment that supports you.
- A focus on health and well-being.

**The Role**:

- Will be responsible for ownership and solving cases escalated from the 1st line and/or 2nd line support team.
- Will be responsible for documenting and reviewing knowledgebase articles on problem resolution.
- Will be responsible for adhering to ITIL processes such as Change Management, Incident Management and Problem Management.
- Will hold a diverse knowledge in multiple technical disciplines, primarily around Microsoft.
- Will communicate with remote teams on a regular time critical basis.

**Key Responsibilities**:
**Technical specialism: Level 5**

**Service desk and incident management (Level 4)**
- Ensure that incidents and requests are handled according to agreed procedures. Ensure that documentation of the supported components is available and in an appropriate form for those providing support. Create and maintain support documentation.

**Problem management (Level 5)**
- Ensure that appropriate action is taken to investigate and resolve incidents and problems in systems and services. Ensure that such incidents and problems are fully documented within the relevant reporting system(s). Coordinate the implementation of agreed remedies and preventative measures.

**Systems installation/ decommissioning (Level 4)**
- Undertake routine installations and uninstallations of items of hardware and/or software. Take action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conduct tests of hardware and/or software using supplied test procedures and diagnostic tools. Correct malfunctions, calling on other experienced colleagues and external resources if required. Document details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develop installation procedures and standards, and schedule installation work. Provide specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.

**Service level management (Level 4)**
- Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information. Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service and initiate or report these actions.

**Change Management (Level 4)**
- Assess, analyse, develop, document, and implement changes based on requests for change.

**Configuration Management (Level 6)**
- Manage configuration items (CIs) and related information. Investigate and implement tools, techniques, and processes for managing CIs and verify that related information is complete, current, and accurate.

**Information content authoring (Level 1)**
- Contribute under instruction, to the production and distribution of documentation items, to testing the content and layout of specific deliverables, and to the configuration of documentation items and files.

**What skills and experience you bring**:

- 3 - 5 years’ experience in a similar capacity.
- Solid experience working within complex infrastructure environments.
- 3rd line support in a company with at least 500+ servers.
- Ability and experience of working across diversity of BU divisions and IT functions - their differing emphasis as regards needs and requirements.
- Technical knowledge in 4 or more of the following:

- Azure - IaaS, PaaS, DRaaS
- Microsoft Server 2008/2012/2016
- Nutanix AHV
- VMware ESX, Hyper-V
- Microsoft Remote Desktop Services (2008r2-2016)
- Microsoft Exchange (2010 upwards)
- Active Directory: DNS, DHCP, Group Policy, etc.
- PowerShell scripting
- Symantec AV & CommVault
- Office 365 - E5
- Microsoft SCCM
- Intune - Hybrid & Cloud
- SolarWinds - Quest

**Brennan IT** is an equal opportunity employer.