Infrastructure Engineer
Content+Cloud, United Kingdom
Job Description
You + The Challenge
You’re a knowledgeable SC (security cleared) Infrastructure Engineer and have developed some great skills having worked in the technology industry, providing technical support.
This means you’re pretty caught up when it comes to taking ownership of tickets allocated to you and managing them through resolution or escalation.
You’re all about being able to ensure SLAs (Service Level Agreements) are met and so troubleshooting, maintaining, and supporting a wide range of systems is just as important to you as answering queries and complaints, reporting client-facing risks and customer feedback. You will work as a Team to provide onsite, and some hybrid technical support, for one of our clients. This can include incident; problems, change requests or projects depending on the requirements of any of our customers. The engineer must possess excellent verbal communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire On-site team with positive communication and sharing of knowledge and information.
- Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
- Take ownership of tickets allocated to them in the ticket queue and professionally manage them through to resolution or escalation.
- Ask targeted questions to apply accurate troubleshooting.
- Contribute fully as an active team member and ensure personal and team objectives are achieved
- Maintain a professional relationship with clients and peers.
- Utilise excellent customer service skills and exceed customers’ expectations.
- Report potential client facing risks.
- Report customer feedback and potential product requests.
- Maintain personal development plan with support line manager.
- Collaborate with other teams to maintain standards and functionality.
- Undertake any other tasks as assigned by management.
- Availability during your shift hours (which may incur shift amp; desk rotation).
- Troubleshoot, maintain, and support a wide range of systems.
- Ensure Service level agreements (SLAs) are met.
- Ability to work unsupervised.
- Prioritise and manage several open issues at one time.
- Apply a high level of attention to detail.
- Collaboration with other technical resources and third parties.
- Documentation of processes and procedures along with creating guides where required for the Team.
Just as a reminder, you’re not alone here, you’ve got a team by your side (literally, too!)
This means that you reside in the UK, are a team player open to collaboration remotely but mostly onsite, ensuring personal and team objectives are achieved and, will provide further guidance when needed is this the kind of growth and activity you’re looking for?
Requirements
Below are some of areas you have experience with and where you’ll get to showcase your IT skills in this role:
• Strong MS Windows Knowledge W10/Server 2012/2016/2019
• Experience administering Linux operating systems and integration with MS Windows both desktop and server
• Good understanding of IT security practices, systems patching
• Strong Knowledge of VMWare
• Knowledge of SAN setup and administration
• Networking skills in LAN and WAN.
• Knowledge of systems resource allocation and management
• Veeam backup technology and implementing backup strategies, administering backups
• Willing to learn how software tools can be implemented and support engineering development activities
• Ability to work well in teams as well as autonomously
• Committed professional with good customer service ethic as working onsite within a technology led, fast changing environment
• SC Clearance will be required; however, we will sponsor you if you are not currently cleared. It is requirement for this role to have been UK based for the last 5 years
• Linux
• PowerShell scripting, C programming or Unix shell scripting
• SQL Server database administration and scripting
• SharePoint 2010/2013
• Apache Webserver / IIS configuration and support
• SCCM
• Lumension end device protection
• SolarWinds Orion or LEM
• SCCM knowledge of creating PC builds would be useful
• Ensuring backups of data systems have taken place
• Technical administration of Linux and Windows system
• Understanding the Engineering team requirements and making improvements through new software
• Documenting processes and procedures
• Briefing the Operations Manager, IT and appropriate engineering staff of proposed systems changes
• Assisting and writing risk management doc