Infrastructure analyst

Infrastructure Analyst

Gloucester

Overview

The client provides end-to-end hybrid cloud and data storage solutions, designing tailored infrastructure to improve efficiency, scalability, uptime, and security. The company also supports clients with technical assistance, preventative maintenance, and longer-term strategic guidance to keep their systems performing reliably.

If you are 1st/2nd Line Support; Infrastructure Analyst, Infrastructure Support Engineer, IT Operations Analyst, Technical Support Analyst please apply

They are seeking to appoint an Infrastructure Analyst to join our expanding technical team.

This is a hands-on, customer-facing role where you will act as a key point of contact for our managed service clients.

You will be responsible for handling incidents, service requests, and day-to-day support issues, while gaining exposure to wider infrastructure technologies and project work. Although this is a team-based role, you will be expected to work independently when required, managing your workload in an organised and efficient manner.

As an Infrastructure Analyst, you will communicate regularly with both internal stakeholders and managed service clients. You will play a key role in supporting the wider service desk team, using strong problem-solving skills to diagnose and resolve technical issues.

The role is based in our Gloucester office, with occasional travel to customer and data centre sites across the UK.

Key Responsibilities

The key responsibilities for this role include:

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* Acting as a second line support engineer for managed service clients.

* Logging, managing, and resolving incidents and service requests within agreed service levels.

* Troubleshooting issues across end-client servers, networks, and cloud platforms.

* Providing remote and occasional on-site support to clients.

* Escalating more complex issues to senior engineers where required.

* Ensuring the successful management, support, and maintenance across the entire Cloud infrastructure platform (compute, network, storage).

* Instigate and orchestrate changes to both Client side and the Cloud infrastructures, in line with the companies and client specific change control processes.

* Facilitate and contribute to the delivery of technical projects and work packages for the company and its clients.

* Comply with all company and ISO policies, audit, and legal requirements such as Health & Safety, Data Protection Act, etc.

Experience

The Infrastructure Engineer should have demonstrable experience of use and support of the following systems and platforms:

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* A strong customer service mindset with clear communication skills

* A logical and methodical approach to troubleshooting

* A willingness to learn and develop into a broader infrastructure role

* The ability to manage workload and prioritise effectively

* A positive, proactive attitude within a team environment

It would also be beneficial to have some experience of the following:

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* Backup technologies (Veeam/Arcserve)

* VMware ESXi

* Microsoft Hyper-V

* HaloPSA

* Anti-virus technologies (Sophos)

* Web and E-mail Security (Mimecast)

* PRTG Monitoring

* Datto RMM

* Multi-factor authentication

* Windows technologies (Server/AD/ADFS/GPO)

* SAN Technologies (HPE/Seagate/Dell)

* Microsoft Office 365

If you are 1st/2nd Line Support; Infrastructure Analyst, Infrastructure Support Engineer, IT Operations Analyst, Technical Support Analyst please apply

For more information, please contact Giles Churchill at Amida