2nd Line System Administrator - DV Cleared

LA International; Basingstoke; Presencial; GBP 45.000 - 60.000; Jornada completa

Descripción de la vacante

LA International is seeking a 2nd Line System Administrator to provide robust technical support across secure infrastructure environments. The role emphasizes security, documentation and customer service, with a focus on incident triage and timely resolutions.

You will work with VMware vCenter and cloud infrastructure, follow ITIL/SM processes and maintain thorough Knowledge Base articles and SOPs. DV clearance is a key requirement for this position.

Formación

• Proven experience in a 2nd Line System Administrator or Infrastructure Support role.
• Strong incident management, technical triage and troubleshooting experience.
• Experience using Event Management and monitoring tools, including SCOM or SolarWinds.
• Hands-on experience supporting VMware vCenter environments.
• Experience working with cloud infrastructure environments.
• Strong understanding of IT Service Management processes and SLA-driven support.
• Experience managing incidents and service catalogue requests.
• Ability to investigate system alerts, identify root causes and escalated technical issues appropriately.
• Strong technical documentation skills, including Knowledge Base articles and SOPs.
• Excellent customer service, communication and organisational skills.
• Proactive approach to problem-solving and continual service improvement.
• Ability to work independently within a small, collaborative engineering team.
• Experience supporting secure Government or Defence infrastructure would be advantageous.

Responsabilidades

• Provide 2nd Line technical support across secure infrastructure environments.
• Monitor system health, availability and performance using Event Management tools.
• Investigate, triage and resolve incidents within agreed SLAs.
• Escalate complex technical issues through established Service Management processes.
• Manage incident tickets and catalogue requests, maintaining accurate records and documentation.
• Support VMware vCenter environments.
• Assist with monitoring and troubleshooting cloud infrastructure environments.
• Identify recurring incidents and contribute to service improvement activities.
• Create and maintain Knowledge Base articles and SOPs.
• Support shift-left initiatives to improve service desk efficiency.
• Work collaboratively with 2nd and 3rd Line engineering teams to resolve technical issues.
• Maintain compliance with security procedures and operational standards.

Conocimientos

2nd Line Support

Incident Management

Troubleshooting

SCOM

SolarWinds

VMware vCenter

Cloud Infrastructure

ITIL/SM

SLA-driven Support

Technical Documentation

Customer Service

Independent Working

Herramientas

SCOM

SolarWinds

VMware vCenter

Event Management tools

Descripción del empleo

2nd Line System Administrator

Must have an Active DV Clearance

Deliver effective technical support while maintaining high standards of security, documentation and customer service.

2nd Line System Administrator Responsibilities

• Provide 2nd Line technical support across secure infrastructure environments.
• Monitor system health, availability and performance using Event Management tools.
• Investigate, triage and resolve incidents within agreed SLAs.
• Escalate complex technical issues through established Service Management processes.
• Manage incident tickets and catalogue requests, maintaining accurate records and documentation.
• Support VMware vCenter and associated virtual infrastructure.
• Assist with monitoring and troubleshooting cloud infrastructure environments.
• Identify recurring incidents and contribute to service improvement activities.
• Create and maintain Knowledge Base articles and Standard Operating Procedures (SOPs).
• Support shift-left initiatives to improve service desk efficiency.
• Work collaboratively with 2nd and 3rd Line engineering teams to resolve technical issues.
• Maintain compliance with security procedures and operational standards.

2nd Line System Administrator Skills and Experience

• Proven experience in a 2nd Line System Administrator or Infrastructure Support role.
• Strong incident management, technical triage and troubleshooting experience.
• Experience using Event Management and monitoring tools, including SCOM or SolarWinds.
• Hands-on experience supporting VMware vCenter environments.
• Experience working with cloud infrastructure environments.
• Strong understanding of IT Service Management processes and SLA-driven support.
• Experience managing incidents and service catalogue requests.
• Ability to investigate system alerts, identify root causes and escalated technical issues appropriately.
• Strong technical documentation skills, including Knowledge Base articles and SOPs.
• Excellent customer service, communication and organisational skills.
• Proactive approach to problem-solving and continual service improvement.
• Ability to work independently within a small, collaborative engineering team.
• Experience supporting secure Government or Defence infrastructure would be advantageous.

LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.