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Infrastructure Support Engineer, Newcastle upon Tyne
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Client:
TSG
Location:
Newcastle upon Tyne, United Kingdom
Job Category:
-
EU work permit required:
Yes
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Job Reference:
20410ceeba03
Job Views:
12
Posted:
28.04.2025
Expiry Date:
12.06.2025
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Job Description:
About the role;
As an Infrastructure Support Engineer, you will be a strong problem solver with excellent communication skills, experienced in resolving complex infrastructure issues and handling escalations. You will diagnose, troubleshoot, and resolve tickets related to customer infrastructure such as networking, firewall configuration, storage solutions, and Windows server infrastructure. The role requires the ability to work efficiently in a high-paced environment, providing exceptional customer service and logical problem-solving either independently or as part of a team. You will also support end-user desktop issues, liaising with third parties for application support, VPN connectivity, and general troubleshooting. Backup experience is preferred but not essential. This is a hybrid role, requiring attendance at the office a few times per week for team collaboration.
Who are we?
TSG (Technology Services Group) is a Managed IT Services provider servicing UK-wide businesses. We are passionate about delivering exceptional customer service, evidenced by our consistent world-class NPS score of +80. Our core values are Team TSG, Service Excellence, and Shared Growth, which guide our mission.
Why should I work for TSG?
Our people make TSG a great place to work. We foster a trusted, open, and fair culture, recognized as one of the ‘UK’s Top 50 Best Large Companies’ and one of the ‘Top 15 Technology Companies’ to work for. We have a 2-star accreditation for ‘Outstanding’ employee engagement.
Benefits include:
* Open and honest culture with feedback mechanisms
* Monthly wellbeing check-ins and support
* Social events and annual TSG Festival
* CSR days and charity fundraising efforts
* Environmental responsibility towards becoming a net-zero carbon business
* Flexible working and relaxed dress code
* Progression opportunities with training and qualifications
Job responsibilities include, but are not limited to;
* Responding to customer tickets within SLA
* Regular communication with customers regarding incidents/requests
* Diagnosing and resolving incidents using remote tools and instructions
* Documenting in ticketing systems and knowledge bases
* Liaising with partners and third parties for incident resolution
* Acting as escalation point for junior staff
* Maintaining high-quality customer service
* Mentoring and coaching team members
* Creating best practice and user guides
Knowledge, Skills & Experience;
Essential:
* Full UK driving license
* Strong knowledge of server and networked environments
* Virtualization experience
* Desktop support experience
* Firewall, anti-virus, and security technologies understanding
* Experience with Microsoft Exchange and Office 365
* 2nd line Azure tenant support experience
* Project management skills for small Azure projects
* Excellent customer service and communication skills
* Ability to tailor coaching and training
* Relationship building skills
* Good problem-solving and analytical skills
Desirable:
* 3+ years server and 5+ years desktop experience
* Experience with Cloud backup solutions
* On-premise Backup technologies knowledge
* Hosted telephony, Routing, and Switching experience
* Enterprise Anti-Virus software knowledge
* Storage technologies understanding
* Microsoft Associate certifications
Benefits;
* Company bonus scheme
* 25 days annual leave + public holidays
* Life assurance (4x Salary)
* Contributory pension scheme (4% matched)
* Electric Vehicle Salary Sacrifice Scheme
* Perkbox discounts
* Paid CSR Days
* Company sick pay
* Income protection
* Enhanced Maternity and Paternity pay
* Home-based and hybrid work options
* Long service benefits
* Cycle to work scheme
* Employee recognition scheme
If this role interests you, please apply today to be considered.
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