Infrastructure Support Engineer
Role details
Job location
Tech stack
Job description
Your duties and responsibilities as the Infrastructure Support Engineer / IT Systems Network Engineer include:
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Investigate complex issues, carry out configurations, diagnose problems and resolve incidents - all using best practices for call logging and management
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Provide support to resolve infrastructure related issues within SLA targets
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Working knowledge and experience of cyber security best practices
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Security vulnerability management and remediations
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Networking including Palo Alto and Juniper Switches and Firewalls
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Act as a part of a technical lead and take charge of major incidents (outages) at client sites, including security incidents
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Take proactive ownership of complex operational issues and provide appropriate support to other team members, improve client/user experience
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Identify and manage repeat incidents as problems (as per ITIL) and drive them to successful resolution
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Carry out planned activities (e.g. server patching) that cannot be done in a client's normal working hours
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Participate in our out of hours rota
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Work with more junior engineers - provide feedback on technical and soft skills, helping them to learn and develop
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Proactively look out for any inefficiencies in processes and suggest solutions through our continuous improvement processes
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Whist the company want you to be inquisitive and focused on problem solving, they will still need you to follow the company's best practice (processes), plus any client specific processes that may be in place. (They utilise the core ITIL processes for incidents, problem, request and change)
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You to be an ambassador of the company - demonstrating what a great company they are and being helpful and supportive to your clients
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It will be important that you develop and nurture relationships with clients, always ensuring the highest standards of service and best practice
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On occasion you may need to visit and deal with technical issues at client sites, so you should be able to communicate complex technical issues to not IT-literate stakeholders
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You will be a key technical resource in the company so you will proactively build relationships with your colleagues, not just in your own team, but across the whole business
Requirements
The company will consider all levels of experience. However, as a successful candidates you will need a solid foundation in Network Support / IT Infrastructures., As the Infrastructure Support Engineer / IT Systems Network Engineer you will be positive and motivated and thrive on learning and pushing the boundaries of your knowledge while delivering exceptional support to staff of prestigious clients (and "going the extra mile"). You should also be a confident and capable communicator and able to provide comprehensive support and be an excellent problem solver., * You will join a close-knit team, so they are all dependent upon the quality of the work of their colleagues. Therefore, it is important that you are a team player and can work in a collaborative and supportive way
Benefits & conditions
SALARY: up to £38,000 per annum (depending on experience) + Benefits (see below), * Annual Salary up to £38,000 per annum
