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Senior Support Engineer

Version No:

Reports to:

Service and Platform Support Manager


Network Service & Operations




Hatfield or Darlington



Organisation structure & department profile:

A technical role providing line support of the EE Windows estate in the Network and Service Operations team. The estate consists of a range of legacy standalone and virtualised Windows servers. Legacy servers run on typical x86 hardware, virtualised servers run within a HP blade system environment. The estate provides a platform for much of EE’s data services and related management tools. Network and Service Operations are accountable for the smooth and cost effective running of the mobile voice and data network and it’s associated services. Team members partake in incident, change & problem management as well as project related work. Members also participate in a 24x7x365 emergency callout rota.

Role purpose:

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Key Responsibilities & Accountabilities: (In priority order)

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Provide 2nd/3rd line expert support of the EE Windows server estate. Provide centralised support of common blade chassis hardware Ensure that all Windows systems in your control achieve the agreed availability target, ensure that adequate expert support is available 24 x 7 x 365 Provide expert support for all Windows systems within the Network & Service Operations department. Performance. Ensure that the quality of the EE Windows systems in your control is maintained, therefore achieving the agreed performance target. Recommend changes to procedures and processes to improve service availability and performance. Fault management. React to and investigate all Windows faults and resolve all incidents within the agreed SLA times. Support centralised tools such as Citrix and vSphere environments. Supplier Management. Ensure that all cases escalated to support vendors are resolved within the appropriate time scales. Provide assistance to suppliers when required. Ensure documentation and support procedures are kept up to date. Mentor junior team members. Configuration Management - Ensure that all design changes are implemented on the Windows systems in your control in a quality manor with minimal network impact within SLA. Delivery & supportability of new systems. Participate at all stages of service/infrastructure design to ensure manageability and SLAs are achievable and highlight any risks as appropriate. Produce infrastructure management documentation such as support documents, fault finding documents & expert advice. Work with the TSS team to develop, configure and maintain the infrastructure management solutions and tools required to manage all data services. Participate in all appropriate project forums. Provide support to various internal and external customers such as SMC, Tools & Systems, Capacity Planning, Design, System Test, Revenue Assurance and Service Management

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Key Challenges: (in priority order)

People Management:

Unpredictable nature of the role, dealing with unexpected events. Opportunity to make a significant difference to customer satisfaction. Working in a dynamic, real-time, fast moving environment. Exposure to a wide range of leading edge software and technologies

Manages people? If yes, direct or virtual (project)? Responsible for: allocation of work (task based) setting direction (objective based) performance management recruitment absence management

no direct / virtual / both yes / no yes / no yes / no yes / no yes / no

No of direct reports: Overall team size (headcount):

n/a n/a

People Management comments:


Cost centre manager OPEX responsibility CAPEX responsibility P&L responsibility

no £ £ £

direct / indirect / n/a direct / indirect / n/a direct / indirect / n/a

Financial Impact comments:

within own directorate:   

Level. All levels, however primarily engineer peers within N&SO. Nature. Communicate, influence and provide technical assistance. Purpose. Provide support to internal teams.

across other directorates:    Key Relationships: (level, nature & purpose)

Level. Technical peers & managers of other departments. Nature. Communicate, influence, negotiate and provide technical assistance. Purpose. Ensure that new designs are supportable and in line with operational requirements. Provide server & database support to other departments.

external suppliers:   

Level. Technical & managerial Level Nature. Technical interface to suppliers & 1st level supplier escalation. Purpose. Assist in management of operational cases by ensuring operational issues are dealt with quickly and effectively; escalate into suppliers and outsourced partners to ensure swift and effective resolution of operational issues. Facilitate the development, change and upgrade of existing systems ; Facilitate the introduction of new systems.

external customers:   

Level. Technical level. Nature. Communicate and provide technical assistance. Purpose. Good communication and negotiation during fast-paced, high pressure, high profile incidents.

 Other key relationship comments:

Must be able to remain calm under pressure with the ability to communicate clearly and effectively. The role requires an understanding of technical and potentially commercially sensitive information.

EE values

Be Bold Be Clear Be Brilliant professional / technical

   must have:

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Critical Knowledge & Experience (non time related):

  nice to have:

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Excellent Windows Server 2003 and 2008 System Administration skills, ideally in a large scale, data centre environment. Experience of supporting an Active Directory environment Exposure to VMware technologies (ESXi, vSphere, vCenter) Exposure to Citrix technologies (Presentation server and XenApp server) Experience of TCP/IP networking in a routed environment Exposure to system performance diagnosis and system tuning Experience of dealing with 3rd party vendor support Security Clearance (SC level) Technical Certification (e.g. MCSA, MCSE) WSUS SAN (FC and iSCSI) Hardware support of standalone and blade server environment (DL, BL and C-class blade centers) Symantec NetBackup) Databases Remote Desktop Services/Terminal Services Nagios Unix System Administration skills

business / context internal company knowledge (policies; procedures; strategies); industry background; knowledge of external market must have: nice to have:

Skills and knowledge:

Any other comments:

Knowledge of ITIL standards in a computing environment

Experience of working in Mobile Telecomms or ISP

Skills and knowledge required for recruitment purposes should be recorded here. Please select from the list below (also available on the Resourcing intranet site)  Planning & Organising  Working Collaboratively  Influencing & Persuading  Delivery of Results  Leading & Implementing Change  Focusing on the Customer Candidates should hold a current live SC Level Clearance and be willing to participate on a 24x7x365 support rota.

Ee saps senior support engineer2