About the role;
As an Infrastructure Support Engineer you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. The ability to work in a high paced environment is essential.
To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. Backup experience in varying technologies would be preferable but not essential.
This is a hybrid role where you will be expected to attend the office a few times per week for regular team collaboration time.
Job responsibilities will include, but are not limited to;
1. Ensuring customer tickets are responded to within SLA
2. Communicating with customers regularly with regards to their incident/change request
3. Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
4. Updating TSGs ticketing system and technical information repository with detailed notes
5. Liaise with partners and third parties to aid in the resolution of incidents
6. Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
7. Maintain a high-quality service to our customers
8. Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
9. Assist in the creation of best practice, new user and leaver guides
Knowledge, Skills & Experience;
Essential:
1. Full UK driving licence
2. An excellent knowledge of a server and networked environment
3. Virtualisation experience
4. Strong desktop support experience
5. Understanding of Firewall, anti-virus and other security technologies
6. Experience with Microsoft Exchange and Office 365
7. Good customer service skills and the ability to handle customers’ needs effectively in a variety of circumstances
8. Ability to tailor style of coaching and training based on individual’s needs
9. Ability to build relationships with the wider business
10. Excellent telephone manner.
11. A good understanding of firewall technologies
12. Excellent problem solving and analytical skills with a confident pro-active approach to work
13. Ability to work in a fast paced team environment as well as individually when required
14. Strong communication and knowledge sharing skills
15. Good attention to detail with the ability to maintain a consistent approach
Desirable:
1. Demonstrable server and desktop experience is desirable
2. Experience working with Cloud based backup solutions
3. A good understanding of on-premise Backup technologies
4. Hosted telephony experience
5. Routing and Switching
6. Enterprise Anti-Virus software, e.g. Sophos, Microsoft Defender.
7. Knowledge on storage (SAN, NAS etc)
8. Microsoft Associate level certifications.
Benefits;
1. 25 days annual leave + public holidays, rising with length of service
2. Employee Benefits Trust
3. Company bonus scheme
4. Life assurance 4 x Salary
5. Contributory pension scheme at 4% matched
6. Healthcare and Cash plan
7. Electric vehicle salary sacrifice scheme
8. Cycle to work scheme
9. Perkbox discounts
10. Employee assistance programme
11. Paid CSR Days
12. Company sick pay and income protection cover
13. Enhanced Maternity and Paternity pay
14. Employee recognition scheme
15. Eyecare vouchers
16. Discounted gym membership
17. Long service rewards
If this sounds like the role for you, please apply today to be considered.
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