Infrastructure Engineer – 2nd to 3rd line – Enterprise level client – Huddersfield based
Region
West Yorkshire
We are looking for a senior technical person to join our team as an Infrastructure Lead who will report to the IT Manager. This is a great opportunity for an experienced technical support person who is interested in moving into management.
A presentable and highly organised individual, with a keen attention to detail and a methodical approach to their work including a logical approach to problem solving. An effective communicator, able to deal with colleagues and potentially suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines as well as the drive to expand their knowledge as appropriate.
Qualifications
* Ideally from a Second/Third line support background – Desktop Services / Server Support
* Experience of root cause fault analysis and problem management on Microsoft services based infrastructure
* Experience in managing and implementing network devices and firewalls
* Experienced with supporting a wide variety of business customers with a wide range of technical ability
* Able to mentor and provide a technical lead to the Infrastructure team
* Able to manage the distribution and escalation of support tickets and changes
* Experience leading a technical team
* CCNA
* MCSE or MCSA
* MCITP
* VMWARE ESXi 5.0, 5.1 and 6.0
* ITIL
* Experience working with SQL
* Experience working with Cisco ASA Firewalls
* Experience working with Avaya Switches
Responsibilities and Expectations
* To participate in induction and training programmes as requested
* To attend training courses when arranged, and read relevant material as distributed by colleagues
* Resolving 3rd line incidents and requests
* Taking ownership of end user faults and bringing them to a successful resolution
* Ensuring all tickets are resolved to a high level of customer satisfaction
* Providing regular feedback to users regarding the status of their tickets
* Providing exceptional communication between the Infrastructure Team, end users and resolver groups
* Effective ticket management and tracking using the Remedy ticket logging system
* Proactive Management of tickets raised with 3rd party resolver groups
* Utilising various remote takeover tools when necessary
* Liaising and assisting Field Engineers on client sites
* Ensuring all tickets are categorised to correct standards
* Following Security admin and information security processes
* Acknowledge and be prepared to act upon change as directed
* Undertake additional training and assessment as required
* Participate, or if appropriate, initiate new ideas, projects and trial within the group
* Lead, mentor and support the infrastructure team
* Responsibility for the day to day end user IT support needs of the company
* Assist in testing and implementation of company systems
* Serve as main point of escalation for all IT support and helpdesk functions
* Respond to requests for technical assistance in person, via phone, electronically
* Diagnose and resolve technical hardware and software issues
* Advise user on appropriate action
* Follow standard help desk procedures
* Log all help desk interactions
* Administer help desk software
* Redirect problems to appropriate resource and manage the support queues
* Identify and elevate situations requiring urgent attention
* Track and route problems and requests and document resolutions
* Prepare activity reports as requested
* Stay current with system information, changes and updates
* Carry out ad-hoc data functions as required by the IT Manager
* Any other ad hoc tasks that are requested from time to time to include other departments
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