IT Infrastructure Engineer

IT Infrastructure Support Engineer

This is a fantastic opportunity for an IT Support Engineer to join my clients IT Infrastructure team. This is one of four roles within the IM&T Operations team; supporting the desktop and business systems infrastructure reporting into the IM&T Operations Manager (in a wider IM&T team of circa 30 people). The scope of the role is to provide 1st and 2nd line support using ITIL principles.

The systems are continuously evolving so the individual will have the opportunity to learn and to use new technologies.

Key responsibilities:

Ensuring all calls/issues are recorded in the IM&T helpdesk system, monitoring these calls taking them through to resolution. Adopting ITIL good practice. Ensuring all systems are online and healthy. Seeking to diagnose and remedy system irregularities when possible and escalating to relevant team members or 3rd Party if required. When resolving issues, ensuring the user is happy with the fix and then closing the calls following confirmation with the customer. Keeping internal customers/users informed on request statuses and progress; providing a high level of customer service. Identifying internal customer/user training needs and appropriately addressing this. Working with Customers to build and promote learning and familiarisation opportunities. Demonstrating and developing help and support options, producing documentation and user guides, FAQs and knowledge-base items and where appropriate publishing these via internal channels. Running projects or supporting them as required.

Qualifications:

• Experience of providing a customer focused service in a similar role
• Microsoft (MS) Windows Server v2008+ management (Active Directory, DNS, DHCP, F&P services, etc)
• Advanced knowledge of Microsoft Office (predominantly Office365) and Windows10 (and prior versions)
• MS Exchange Online MS Skype for Business v2015+ (on prem)
• VMWare ESX
• Line of Business Applications - Dynamics NAV, CRM, SharePoint, OneDrive for Business.
• Good knowledge of using Office 365 Suite is necessary.
• Understanding of Data storage (including DELL iSCSI Storage Area Networks)
• Some familiarity of Backup & recovery services -Veeam Backup and ArcServe UDP
• Sophos Antivirus, Mimecast Anti-Spam, Forcepoint Web content filtering software,
• Cisco VPN, Citrix XenApp and MS Windows Direct Access

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age