Part of the 24×7 Shift Hub team, responsible for supporting compute services for multiple Capita Customers across the estate.  This team is responsible for providing 2nd line technical support and maintenance 24/7.

Working as part of the Shift Hub, the team will have responsibility for ensuring that they meet the agreed service levels, follow procedures and processes and that all the requirements of the Shift are met.  The role is required to work across multiple technologies assisting multiple support teams within Infrastructure Operations.

This role liaises with 3rd parties and customers and 3rd line teams on support issues where appropriate. Also involves offering advice and support to the 1st line Operations teams.

The role will report to the Shift Hub Lead.

What you will be doing:

Required for 24x7x365 Support of Onshore Managed IT infrastructure – This is a shift based role

• Carrying out regular server and infrastructure system changes.
• Meeting SLA’s as defined by the client.
• Maintaining up to date knowledge of working practices and procedures.
• Management of tickets raised through Remedy to ensure they are fully updated with actions taken.
• Problem management, off the back of a P1 incident or from a pro-active problem being raised.
• Identify skill gaps and raise these with the Shift Hub Lead or Operations Manager.
• Escalation of calls to other support teams or 3rd parties as necessary.
• Provide technical resolutions to issues that are raised.
• Assisting 3rd line V&W team with the upkeep of hosting and client server estates.
• To understand and work in unison with team leads / managers
• Store all versions of documents in the defined location on SharePoint and ensure they are kept up to date.
• Create and Review documentation on a regular basis.
• Assist with cross training to the 1st line teams.
• Reacting to events that are raised through automated monitoring tools.

What we’re looking for:

• Proven interpersonal and communication skills, both written and verbal.
• Ability to work closely with other support teams as well as Customers.
• Ability to meet deadlines and cope with pressure in both
• Ability to manage your own workloads as well as working as a team as and when required.
• Ability to deal with clients and colleagues at all levels within an organisation.
• Able to impart knowledge to others.
• Planning and organisational skills.
• Problem solving skills.
• Ability to meet deadlines and cope with pressure in both reactive and proactive scenarios.
• Consistent willingness to learn new skills to advance themselves and the company.

Skills and Experience:

• Deploying and supporting Virtual and physical Servers
• Creating VM Templates / Clones, create / delete Snapshots.
• Server builds and upgrades
• Support of all Windows Servers 2003 / 2008 / 2012 /2016/2022
• Troubleshooting and resolving faults with Hosting and server environments. Reviewing, alerts, system logs, to aid with troubleshooting.
• 3rd party vendor coordination for site visits and troubleshooting.
• Active Directory infrastructure (group policy, DHCP, DNS).
• Assist team with daily Backup failures.
• Review Application logs as required.
• Administer hosting infrastructure.
• Responding and adhering to agreed SLAs.
• Responding to logged incidents, requests and work orders.
• Being able to obtain SC Clearance.

About Capita Technology & Software Solutions (TSS):

Capita Technology and Software Solutions (TSS) is a newly formed global shared service, responsible for delivering innovation and digital transformation for Capita’s businesses and clients. We work collaboratively with Capita’s divisions to shape the right digital technology solutions to help clients work differently, engage differently, sell differently and to be resilient to whatever next comes their way.

We create innovative technology and software solutions for Capita’s clients and businesses while ensuring secure, resilient and predictable service delivery. TSS brings together 5000+ colleagues from across Capita into a single function to deliver world-class technology and software solutions for Capita’s businesses and clients.

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• You’ll get the chance to follow your chosen career path anywhere in Capita.

You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.