Infrastructure Engineer / 2nd Line / IT Support Technician
Infrastructure Engineer / 2nd Line
Up to £28,000
The IT Infrastructure Engineer role is responsible for providing technical infrastructure knowledge and capability within the Information Systems (IS) Department. The role involves 2nd line service support for the development and management of the IT infrastructure, which includes network servers, PCs, desktop applications, operating systems and the telephone system.
Your new role
Supporting the continued development and support of the company's IT and communications systems infrastructure, including network servers, PCs, desktop applications, operating systems and the telephone system.
Engaging and supporting a wide user base across multiple sites.
Prioritising and resolving support calls in line with Group IS guidance.
Installing, maintaining and supporting IT equipment, including (but not restricted to) laptops, telecoms equipment, printers, scanners, thin clients and workstations.
Ensuring completion of allocated support activities (2nd line support) in line with pre-defined SLAs, by monitoring and responding to incidents and requests logged by end users of IT and communications systems infrastructure. Ensuring compliance with hardware and software standards.
Taking direction from senior engineering staff and management on the application of company standards for more complex issues.
Providing assistance to senior engineers as required. Working out of hours to support urgent tasks and incidents.
Managing and detailing escalations accurately, where appropriate.
Resolving end user issues through a structured and methodical approach to root cause analysis and investigation whilst working under pressure.
Collaborating effectively with colleagues at all levels and with different operational roles across all departments of the business.
Liaising and collaborating with 3 parties - external hardware, software and communications suppliers - to deliver robust and timely solutions.
Managing daily work remotely, as appropriate, for multiple sites that are connected by a wide area network. Developing clear, concise documentation, where necessary.
Software installation, troubleshooting and problem resolution skills. Microsoft Office 2010 or newer.
Microsoft Office 365. Windows 7/10 operating system.
Excellent administration and configuration knowledge of Microsoft Active Directory, Exchange and other Microsoft Windows server/cloud technologies.
MCSE Microsoft qualification.
Experience with data backup technologies, antivirus tools and firewall technologies.
Aptitude with network management tools and protocols.
Administration of Citrix. Windows PowerShell scripting.
Considerable experience of working in a help desk or 2nd line technical support role within a busy IS/IT function. Ability to carry out basic network, PC software and hardware diagnostics.
IT professional standards, including ITIL frameworks, ideally ITIL Foundation V3 (11) Certified.
Valid full UK Driving Licence.
Multi-tasking skills in a fast-paced environment.
What to do now
Call Jon Walters on for more information or click 'Apply'.