Reports to: IT Infrastructure 2nd Line Team Leader
Department: Information Technology
Location: Reigate, Surrey
AIG Life are a protection insurance business. To deliver products to market, the company employs an in-house IT department that fully builds, develops, tests and supports that proposition.
The IT department contains teams for Infrastructure, Development, Testing, Business Intelligence, and Production Support. The Infrastructure Team requires an additional Infrastructure Engineer to join their ranks.
The role requires someone who holds a wide-ranging technical skillset, works well within a close-knit team, can self-manage their workload, and above all, enjoys the challenge of working with technology.
The position sits alongside other Infrastructure engineers and specialists. As a team, they are responsible for supporting, maintaining, and implementing all aspects of the IT infrastructure for the business.
This is an excellent opportunity to work closely with a team skilled in all aspects of IT, with decades of experience between them.
Fundamentals of the infrastructure include a core of Microsoft technologies across both the desktop and server estate, VMware and Hyper-V vir...
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Fundamentals of the infrastructure include a core of Microsoft technologies across both the desktop and server estate, VMware and Hyper-V virtualisation platforms, and enterprise hardware from vendors including Dell, HPE, Apple, and Cisco.
The model candidate must be enthusiastic and self-motivated, enjoy working in a varied and challenging environment, and have strong career experience in supporting Wintel systems.
The business model for AIG Life is fully e-commerce that operates 24x7. Supporting the applications and infrastructure that deliver the proposition to market is a key role for the company.
Why join us?
From the Infrastructure Manager
We are an in-house team that enjoys getting the most out of technology. The continuing strategy is to keep our systems at the forefront of what is available, holding a technical edge in the marketplace. The company has casual working atmosphere, of which we enjoy the benefits, though that does not mean we take our foot off the accelerator pedal. We employ the just get it done attitude (as far as compliance allows us!). There is a small team atmosphere which brims with enthusiasm and has a wide breadth of technical knowledge. Everyone focuses on the job in hand, and there is a great working atmosphere with open discussion. This is an excellent opportunity to join a compact knowledgeable team that works with all aspects of IT infrastructure.
The Infrastructure Engineers role is to provide 1st and 2nd line levels of technical support to the AIG Life business, covering all areas of IT deployed within the company. The role is based in Reigate, and includes a focus on supporting the local user base.
Diagnose and resolve a wide range of technical issues, from the user desktop environment to server-side applications.
Provide excellent customer service and be a first point of call for IT support queries from internal staff. This could be via phone, email, Skype, and face-to-face.
Administer the internal ticketing system and act upon requests for change and system access.
Proactively monitor systems and take preventative measures to reduce system downtime.
Highlight possible trends from re-occurring incidents.
Update the internal knowledgebase with both technical guides for colleagues, and system usage procedures to aid customers.
Work collaboratively with third party support services on diagnosing and troubleshooting issues.
Work on allocated project work with IT and Business colleagues, ensuring the companys platforms are fit for purpose.
Adhere to all IT security policies and assistance in enforcing and monitoring of IT security policies.
Understand the requirements of the business and suggest appropriate technologies to help deliver business goals.
Perform as a member of the IT Infrastructure Team, working closely with other senior team members, and colleagues across the IT department in order to support all systems and technical processes.
Technical Skills and Expertise
Strong 2nd line technical support experience with proven track record of support.
Excellent experience with Microsoft technologies with a focus on end-user administration and client workstation support:
Windows 10 desktop support experience in a business environment.
Active Directory and Group Policy administration.
MS Exchange administration.
Administration using systems such as System Center Configuration Manager, WDS, and WSUS.
Experience in administering VoIP telephony systems, ideally Skype for Business / Teams.
Administration of Windows shared folders, roaming, and redirected user profiles.
Knowledge of managing Apple iOS mobile devices in a business environment, using an MDM platform.
Knowledge of procedural best practice in a help desk environment.
VIP / Senior Management support experience.
Experience of working within a change control environment and/or financial institution.
Strong knowledge of Dell end-user business hardware.
Experience working with Atlassian JIRA.
Basic administration of SharePoint platforms.
PowerShell scripting experience.
Exposure to Windows Server 2016.
Exposure to virtualised system management e.g. VMware, Hyper-V etc.
Good knowledge of networking and technologies, such as the concepts of VLANs, firewalls, VPNs and wireless configurations.
Strong communication and customer service skillset is essential in order to effectively communicate to the business and understand their requirements and or issues.
Ability to self-manage and prioritise workload.
Proven analytical and problem-solving abilities.
Ability to make sound and logical judgments.
Strong interpersonal, written, and oral communication skills. Ability to perform general mathematical calculations.
Able to conduct research into issues and process failures as required.
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergencies.
Ability to present ideas in a user-friendly language.
Keen attention to detail.
Experience working in a team-oriented, collaborative environment.
Able and willing to work unsocial hours from time to time in order to provide the required service to our customers.
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission " creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.