The Infrastructure Support Analyst is responsible for the implementation, management, and ongoing maintenance of infrastructure technology across Selfridges. You will ensure the stability, reliability, and optimal performance of our systems and the network.
The role works closely with Technical Infrastructure Architects, Platform Engineering teams, and the technology function to deliver the business’ strategic needs. You will play a key role in aligning infrastructure solutions with business goals, ensuring technical initiatives are delivered effectively and transitioning new technology into the relevant IT teams.
Key Responsibilities
1. Provide expert level technical support for servers, storage, network, and other infrastructure devices.
2. Ensure timely resolution of infrastructure incidents and service requests. Participate in and follow change management processes.
3. Leverage available monitoring tools to proactively identify and resolve system issues ensuring uptime and performance.
4. Investigate and resolve technical issues reported by customers including detailed root cause analysis.
5. Develop, update, and maintain comprehensive documentation for infrastructure systems, processes, and troubleshooting procedures.
6. Collaborate with 3rd party suppliers and vendors, building strong relationships to ensure successful delivery of managed service agreements.
7. Provide expert level third line support to users and customers, taking a proactive approach with communication and ticket resolution.
About You
1. Experience as Infrastructure Support or similar is necessary for this role.
2. Experience in retail or other types of high availability environments is essential.
3. Experience in a mixed complex estate including legacy systems that need to be securely maintained until their planned decommission date.
4. Must possess a strong sense of ownership and the drive to follow tasks through to completion.
5. Experience in implementing complex technical specifications from low level infrastructure designs for project delivery.
6. Experience of operating with a high level of autonomy and the ability to manage deliverables to agreed timescales.
7. Excellent knowledge of supporting systems essential to the running of a highly available and maintained technology estate is essential (e.g., Security, Monitoring, Standards, Alerting, Logging, Reporting, DCIM tooling).
8. Strong ability to mentor, train, and upskill junior members of staff through knowledge transfer sessions and comprehensive documentation.
Technical Skills
1. In-depth knowledge and understanding of VMWare & Proxmox virtualization technologies with the ability to effectively and securely manage virtual environments.
2. Experience supporting and implementing key infrastructure components including AD, DNS, routing, networking protocols, LAN/WAN, and VPN.
3. Strong experience in networking including firewalls and layer 3 switch management, preferably Cisco, Palo, and Sonicwall.
4. Exposure to Linux (RHEL or Debian beneficial) is considered beneficial.
5. Extensive experience managing and supporting Windows (Desktop and Server) estates is essential.
6. Proven experience with Microsoft 365 and Azure technologies is essential; AWS is valuable but not required.
7. Hands-on usage of enterprise management tools such as Intune, SCCM to streamline systems administration, deployment, and compliance.
8. Strong knowledge of configuring and managing backup solutions and disaster recovery plans.
Personal Attributes/Behavioral Skills
1. Motivated self-starter, enthusiastic, resilient, personally effective, proactive, and with a flexible attitude to work.
2. Strong capability to prioritize work and remain focused on the most critical tasks, ensuring time and resources are used efficiently and effectively.
3. Strong strategic and analytical problem-solving skills, with keen attention to detail.
4. Excellent communication and interpersonal skills, with an ability to handle difficult or sensitive situations.
5. Communicates information in a relevant and concise fashion, mindful of and tailored to the audience.
6. Proactively identifies areas for improvement, shares lessons learned with colleagues, and encourages others to do the same.
7. Ability to work as part of an effective and highly skilled team.
8. Ability to deliver in a high-pressure, dynamic environment.
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