Role Overview
We are looking for an experienced Infrastructure Engineer with 360 skills in an MSP and multiple client set‑up. This role involves existing intensive project work from day one and will suit someone who is ambitious, self‑motivated and thrives in a fast‑paced environment. The successful candidate will take ownership of escalated issues from the Service Desk and work closely alongside the Network Infrastructure team within Microsoft Gold Projects. This is a client‑facing role, so we are seeking an individual with great commercial acumen and social skills.
Key Responsibilities
* Provide 3rd Line customer‑facing and remote support structure.
* Display in‑depth technical skills in WAN and LAN connectivity, routers, firewalls, security, operating systems, virtualization technologies, BDR and cloud solutions.
* Take responsibility and execute server and data restores and recovery.
* Design, plan, execute and review complex projects and take responsibility for project success or failure.
* In‑depth knowledge of Optimity’s products and services.
* Consultation services including system reviews and recommendations.
* Remain up‑to‑date with current and future technologies emerging in the industry.
* Assist the service desk manager with 3rd‑line technical escalation support tickets.
* Be part of the OOH rota.
* Attend to customer sites when required.
* Prepare technical specifications, quotes or proposals and accompanying materials.
* Identify, communicate and mitigate project risks and deliver projects successfully to production.
* Develop project plans: identify resources needed, develop schedules and track results.
* Design and maintain technical and project documentation.
* Communicate to customers: keep them informed of progress, notify them of impending changes or agreed outages and manage expectations.
* Collaborate with the leadership team on the design and build of new services and product offerings.
* Challenge existing working practices to improve performance and productivity.
* Create a strong positive impact by projecting professionalism and authority.
* Anticipate future customer needs and trends.
* Be aware of the real needs and expectations of customers.
* Foster an environment characterised by our values.
* Motivate others through difficult situations.
* Coaching and training level 1 and 2 engineers.
* Demonstrate a sound commercial understanding of the Optimity brand and business – and be aware of commercial opportunities with existing clients.
* Ensure consistency of existing systems by creating, maintaining and enforcing standards for implementing technical solutions.
* Ensure all infrastructure changes are completed in accordance with upcoming project requirements.
* Update the client and Optimity ensuring expectations are managed and met.
* Provide consistent and transparent reporting to peers and stakeholders.
* Comply with Optimity policies and procedures, recommend any refinement.
* Remain an exemplary ambassador for the business always.
* Work closely with project management and the service desk to ensure service level promises are met.
* Perform continuous audit of the ITSM environment, refining procedures and updating the knowledge base.
The Right Candidate
* At least 3 years’ experience working on a similar role for a Managed Services Provider.
* 2 years’ (min) relevant project experience.
* Good network capabilities.
* Full UK Driver’s Licence.
* Experience using On Premises Exchange / Exchange Online.
* Office 365 migration and administration experience.
* Security and mail protection products.
* Understanding of multiple data & backup methodologies including legacy systems.
* Change & interim system control.
* Excellent time management and organisation.
* High attention to detail.
* Highly organised and deadline focused.
* Team player.
* Customer focus.
Desired Skills
* Degree educated or equivalent in a science or business subject.
* Previous experience working with an MSP or ISP.
* Knowledge of CRM/ERPs like Oracle/Salesforce, ConnectWise, etc.
Benefits
* Employee Share Plan
* Company pension scheme.
* Bonus scheme.
* 25 days of annual leave allowance that increases with years served (excluding bank holidays).
* Private Healthcare.
* Life assurance.
* Income protection.
* Access to Spill, our mental health support partner.
* Cycle to work scheme.
* Half‑price gym memberships through the healthcare provider.
* Free eye test.
* Travel loan.
* Hastee app to help manage your salary and finances.
Diversity, Inclusion, and Equal Opportunities
We aim to be an equal‑opportunity employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.
We aim to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.
This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity, and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation, and unlawful discrimination.
Vorboss promotes step‑free access at our main headquarters, whilst taking into consideration physical barriers employees might face across all other sites.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Engineering and Information Technology
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