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IT Operations Engineer Full Time

at XLN Telecom London in London (Published at 12-06-2021)

An exciting opportunity for an IT Operations Engineer to join a busy and award-winning organisation. Based in London Millbank Tower with modern offices overlooking the river, the successful candidate will have responsibility of ensuring smooth operations of user and system hardware and software used by the XLN team, execute changes and improvement plans.

Working hours: IT Operations Team operates from 08:00 to 20:00 Monday to Friday and on Saturday from 09:00 to 17:00 (On Call Shift).

Key Areas of Responsibility
  • 1st/2nd and 3rd line support - troubleshoot desktops and servers for any hardware and software issues, troubleshoot network issues, troubleshoot user equipment such as phones, laptops, tablets.

  • Take ownership of faults and manage them in a logical and methodical manner. Follow up on status of problems on behalf of the user and communicate progress in a timely manner.

  • To be able to quickly and competently diagnose system faults and resolve or externally escalate them when required

  • Support and maintain infrastructure security services, assisting with internal and external audit

  • Support the in-house CRM software.

  • Contribute to infrastructure upgrades ? new software rollout, hardware refresh, and network equipment upgrade.

  • Maintain all XLN?s systems within compliance guidelines for release management, patching and vulnerability assessments

  • Have knowledge of the network layout and configuration within the office, including external VPN links to be able to perform troubleshooting of both internal and external connectivity issues.

  • Maintain and develop own knowledge and skills to assist with first time fault resolution.

  • Share knowledge with team colleagues by publishing knowledge base articles and organising cross-training.

  • Manage user accounts and mailboxes, passwords, groups and assign permissions in Office 365.

  • Ensure that maintenance, improvements and actions do not affect the business negatively.

  • Excellent communication skills, organisational skills, and issues ownership.

  • Knowledge of LAN, TCP/IP, DHCP, DNS.

  • Experience of Active Directory, User management.

  • Experience of Microsoft Windows 10, Microsoft Office 365.

  • Experience of PC hardware troubleshooting.

  • Liaising with suppliers to get hardware replacements and ability to replace them.

  • Ability to understand, communicate and resolve issues in a clear and concise manner.

  • Ability to recognize issues and tasks that require a sense of urgency and act in a timely and professional manner.

  • Knowledge of load-balancing (software and hardware), site-to-site and client VPN solutions, radius servers, proxy servers, and application-level traffic filtering

  • Strong working knowledge of Storage Area Network (SAN), iSCSI, NAS, RAID and backup solutions


  • University degree or equivalent in an IT Infrastructure discipline

  • 1-2 years or more experience in a similar role.

  • CompTIA A+, Network+, Cisco CCNA certifications are a bonus

  • Familiarity with phone (ACD) systems

  • Experience of VoIP systems

  • Knowledge of network and systems monitoring tools and procedures

  • Ability to write SQL Queries


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