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Overview Of The Role
Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.
Overview Of The Role
Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.
We are now looking for an Infrastructure Services Analyst to join our team and help deliver comprehensive 3rd line support services, including patching, monitoring, and maintenance of customer IT infrastructure.
What will you be doing?
* Provide 3rd line support to customers, resolving complex technical issues related to their IT infrastructure.
* Perform regular patching, monitoring, and maintenance activities to ensure the stability and security of client systems.
* Collaborate with team members and customers to troubleshoot and diagnose issues promptly, ensuring timely resolution.
* Work with technologies including the Microsoft stack, VMware, firewall vendors, storage vendors, backup vendors, and networking equipment.
* Utilize ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
* Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
Why you should apply?
At Phoenix, our philosophy is simple - we aim to be the UK's leading IT solution and managed service provider and that means we recognise that it's our people who are the heart of everything we do.
We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read here.
What are we looking for?
* Current experience in a 3rd line support role within an MSP environment.
* Broad and up to date technical knowledge of key vendor products
* Understanding of ITIL
* Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.
* Strong attention to detail in logging/updating support tickets and technical documentation.
* Excellent customer service skills & problem-solving skills
* Experience and knowledge working with an ITSM tool.
* Ability to work in a fast-paced, shift-based work environment, and to adapt to changing priorities and demands.
Practical stuff
Where is the role based?
This role is located at our HQ in Pocklington (YO42) on a hybrid basis
How many interviews?
Following a screen with the Recruitment Team you can expect a two-stage interview process.
What are the benefits?
You Can Read About The Benefits On Offer Here
* Important* BPSS Check
As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check
Have you made it this far?
If you're still reading, we think there's a strong chance you might be our kind of person.
Here's the thing, though — research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don't check every box above, we want to encourage you to introduce yourself.
We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
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