Infrastructure Engineer

The Role will be the front to keep a watchful eye over the endpoints, independently resolving issues as they arise and taking preventative steps to ensure many issues do not occur and perform proactive tasks that will include – Patching, Performing updates / Upgrades to Servers, Workstations and Applications (Standard and Accountancy), performing maintenance tasks and software updates / upgrades to Servers, Network Devices, and Applications and Operating systems.

The Infrastructure will also be heavily involved in high-level security actions and backup and disaster recovery (BDR) efforts, ensuring 24x7x365 uptime for all the Customers. customer issues and to maintain proactively the customers infrastructure to ensure that it is robust, reliable, and fit for purpose.

1. Problem Resolution:

a. Provide Tier 3-4 support for the Service Desk, diagnosing the cause of the IT problems escalated by Service Desk Analysts to identify the most appropriate fix

b. Assess alternatives to resolve the problems and deploy the most effective, robust resolution

c. Check that the problems are fully fixed and have no adverse impact on any other matters

d. Identify recurring problems, determine the cause, and implement the correct resolution

e. Implement and advise on the best process and technologies to maximise training, efficiencies and consistency of the service desk and operations teams

f. Follow the company's agreed processes in relation to problem resolution and escalation to minimise the chances of inadvertent errors.

g. Ensuring accurate and timely resolution of incidents and requests in line with published Service Level Agreements (SLA's).

h. Manage ticket queues to ensure a high level of customer service and a balanced workload for team members

i. Manage customer escalations and conflicts to resolve immediate issue and rebuild customer trust.

j. Ensure incidents and requests are escalated into the Team and within the team as and when required

2. Infrastructure

a. Platform – monitor, manage and improve the customer cloud services platforms to at least the minimum contracted levels outlined in the customer agreements incorporating, capacity, consumption, availability, and performance

b. Systems Admin – evaluate, deploy, and manage system management and improvement technologies and processes to drive efficiency and automation in a multi-tenant model

c. Support the Professional Services team in any project Deployments and carry out delegated mini projects

3. Major Incidents:

a. In the event of a major incident, assume management of the incident whilst Infrastructure Team is providing the core service allocating responsibilities appropriately to other team and company colleagues and acting as the primary communication channel internally.

b. Ensure that incident reviews are undertaken, written up and the lessons learned implemented

4. KPI's:

a. In support of Head of Technology, build and improve on KPI's used to measure services we monitor, maintain, and support and also hold the team accountable to their own personal KPIs to provide quality and timely support.

5. Information Recording:

a. Log client problem issues accurately and fully in the ITSM Tool

b. Keep accurate records of time worked on issues in Company's time recording system

6. Customer Service:

a. Always interact professionally with customers and colleagues, ensuring that the customer is fully satisfied with the service provided

7. Personal and Team Development:

a. Proactively manage own personal development through passing of partner certification exams and constantly developing technical knowledge through on the job enquiry.

b. Coach and mentor Platforms Engineers including NOC, Service Desk Analysts, Field Engineers and On-site Engineers to improve their technical knowledge and ability to resolve problems to enable issues to be resolved at the first point of contact

8. Common Responsibilities:

a. Maintain up to date knowledge of operational procedures and Employee handbook and comply with the requirements

b. Work collaboratively with team members

c. Participate fully in company-wide initiatives

d. Undertake other duties as may reasonably requested by management

Person Specification

Education / Qualifications

· Preferably degree educated in a relevant subject plus at least 1 MCP Server qualification

· ITIL 4 Certified

· Recent Microsoft (Office 365 and Azure), VMWARE or other Professional Certifications to show technical growth and learning Proven evidence of attending or completing Management or Leadership Courses

Knowledge and Experience

· A minimum of 5 years working in IT support in a Senior capacity at least one of which working for a service provider

· Proven experience of managing Infrastructures on Premises and Cloud

· Experience of working in an ITIL environment

· Previous experience as a Team Leader in a Managed Service Provider

· Track record of leading change and process improvement

Personal Qualities and Competences

Excellence Needed: Vital to role

· Customer Service

· Quality Focus

· Research & Evaluation

· Problem Solving

· Attention to Detail

· Management of others

Needed consistently: important to the role

· Decision Making

· Influencing & Persuasion

· Strong Oral and Written Communication

· Multi-Tasking

· Working under pressure

· Design and Implement Process

Benefits and Rewards:

· Annual Bonus

· Provident Fund

· Performance bonuses

· Employee's State Insurance Corporation

· Medical Insurance

· Night Allowances

· Pick and Drop facilities (Only for Female Staff)

· Day outs for Staff

· Team Lunches

· Maternity/Paternity leaves

· Retirement Benefits

· National and International tour packages after successful completion of service as per company policies

· Paid Time Off

· Flexible work schedules and workplace perks like on-site snacks

· Flexible working