Senior Infrastructure Support Engineer

Employment Type
Full time
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Role Purpose

As a Senior Infrastructure Support Engineer, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.

Key Responsibilities

Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function
Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests. Receive escalations from other members of the Service Desk, escalate effectively to achieve the highest level of customer service
Communicate effectively with customers throughout the ticket lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request
Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department
Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required
Provide on call cover on a rotation basis with the rest of the team to ensure customers have escalation cover out of hours
On occasion you may be tasked with completing pre-defined Project activities to deliver new or updated solutions to customers. These activities may either be performed remotely or where required on-site at a customer location
Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer
Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance
Work with your Line Manager to maintain a level of technological competence that remains current and fit-for-purpose in your role, agreeing any training needs where appropriate
Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs

Skills and Experience

The Infrastructure Support Analyst should have experience in troubleshooting relevant, common technologies such as:
Microsoft Windows Server Management (e.g. Powershell)
Virtualisation (e.g. VMware, MS Hyper-V)
Enterprise Storage (e.g. iSCSI, CIFS, NFS)
Microsoft Exchange (e.g. Exchange 2013, 2016)
Cloud Technologies (Office 365, Azure)
Networking (basic troubleshooting of firewalls, routers, switches and VPNs)
Citrix (e.g. XenDesktop / XenApp)
Security Tools (e.g. Sophos, Anti-Virus, Bitlocker)
Backup Solutions (e.g. Backup Exec, Veeam)

For more information about this position, please email and include a copy of your CV

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