IDS is a leading in-vitro diagnostic solution provider to the clinical laboratory market. We develop, manufacture and market innovative immunoassays and automated immunoanalyser technologies to provide improved diagnostic outcomes for patients.

IDS Boldon is the global IDS Headquarters occupying a single, multi-disciplined site.

The site focuses on the manufacture and distribution of manual Immunoassay products. On site Purchasing, Logistics, Production, Quality Control and Process Development departments manage the supply chain, supported by local Sales Support, Quality Assurance, Regulatory Affairs and Finance departments. As Group Headquarters, IDS Boldon also houses all head office functions.

Job Purpose

The IT Infrastructure Engineer role will be the 2nd and 3rd line of IT support providing hands-on technical support of all end user systems across the group. Responsible for day-to-day technical support ranging from network to desktop infrastructure and applications. The role will also be involved in project work providing additional IT resource as needed.

Principal Accountabilities

• Responsible for maintaining the company IT Infrastructure, through the correct identification and efficient resolution of all IT-related issues, and the management of systems, patches and upgrades, across Active Directory, Network, Servers, Backups, Office 365 and Azure.
• Configure, install and maintain all desktop and server hardware, routers, switches, firewalls, VPN etc, through effective prioritisation and tracking, using current Helpdesk software.
• Act as the escalation point for IT support tickets, aid in the resolution of complex issues that cannot be resolved by the IT Helpdesk.
• Resolve, through a series of actions either face-to-face, over the phone or email/Teams, to help set up systems or resolve issues with the ability to explain complex IT issues effectively, with non-technical colleagues in the UK and international environment.
• Resolve alerts raised by our monitoring platforms, liaising with external suppliers and partners to resolve technical faults and repairs of equipment.
• Plan and roll out infrastructure upgrades, patches, security upgrades, major hardware renewals.
• Scoping, planning, documenting, and implementing of technologies as required to the highest standards.
• Create and maintain knowledgebase articles enabling learning within the IT Helpdesk.

Skills, Knowledge and Experience

Qualifications

• Industry qualifications and experience in an IT infrastructure/support role OR an IT Related Degree

Skills & Knowledge

• Minimum of 3 years 2nd/3rd line support experience and managing escalated support tickets.
• 3 years knowledge and experience of cloud-based technologies (Azure/SD-WAN/Zscaler).
• Ability to analyse the infrastructure, highlighting area of risk and put forward suggestions for system improvements.
• On-premise and Azure Active Directory Domain Services.
• Windows Server and Distributed File System.
• Office 365 and Exchange Online administration.
• Device management using Intune.
• Microsoft Defender for Endpoints.
• Windows & Linux.
• Virtualisation technologies (VMWare)
• General network and infrastructure monitoring knowledge.
• Storage platform and data migration experience.
• Demonstratable experience in using 3rd party migration tools.
• Stakeholder management experience.

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