Infrastructure Engineer – 2nd to 3rd line – Enterprise level client – Huddersfield based
Region: West Yorkshire We are looking for a senior technical person to join our team as an Infrastructure Lead who will report to the IT Manager. This is a great opportunity for an experienced technical support person who is interested in moving into management. A presentable and highly organised individual with a keen attention to detail and a methodical approach to their work, including a logical approach to problem solving. An effective communicator, able to deal with colleagues and potentially suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines as well as the drive to expand their knowledge as appropriate. Responsibilities: Resolve 3rd line incidents and requests. Take ownership of end user faults and bring them to a successful resolution. Ensure all tickets are resolved to a high level of customer satisfaction. Provide regular feedback to users regarding the status of their tickets. Provide exceptional communication between the Infrastructure Team, end users, and resolver groups. Effectively manage and track tickets using the Remedy ticket logging system. Proactively manage tickets raised with 3rd party resolver groups. Utilise various remote takeover tools when necessary. Liaise and assist Field Engineers on client sites. Ensure all tickets are categorised to correct standards. Follow Security admin and information security processes. Acknowledge and be prepared to act upon change as directed. Undertake additional training and assessment as required. Participate in or initiate new ideas, projects, and trials within the group. Lead, mentor, and support the infrastructure team. Assist in testing and implementation of company systems. Serve as the main point of escalation for all IT support and helpdesk functions. Respond to requests for technical assistance in person, via phone, and electronically. Diagnose and resolve technical hardware and software issues. Advise users on appropriate action. Follow standard help desk procedures. Log all help desk interactions. Administer help desk software. Redirect problems to appropriate resources and manage the support queues. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Prepare activity reports as requested. Stay current with system information, changes, and updates. Carry out ad-hoc data functions as required by the IT Manager. Perform any other ad hoc tasks as requested from time to time, including for other departments. Minimum Requirements: Ideally from a Second/Third line support background – Desktop Services / Server Support. Experience of root cause fault analysis and problem management on Microsoft services based infrastructure. Experience in managing and implementing network devices and firewalls. Experience supporting a wide variety of business customers with varying technical abilities. Able to mentor and provide technical leadership to the Infrastructure team. Able to manage the distribution and escalation of support tickets and changes. Experience leading a technical team. CCNA certification. MCSE or MCSA certification. MCITP certification. VMWARE ESXi 5.0, 5.1, and 6.0 experience. ITIL certification. Experience working with SQL. Experience working with Cisco ASA Firewalls. Experience working with Avaya Switches.
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Region: West Yorkshire We are looking for a senior technical person to join our team as an Infrastructure Lead who will report to the IT Manager. This is a great opportunity for an experienced technical support person who is interested in moving into management. A presentable and highly organised individual with a keen attention to detail and a methodical approach to their work, including a logical approach to problem solving. An effective communicator, able to deal with colleagues and potentially suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines as well as the drive to expand their knowledge as appropriate. Responsibilities: Resolve 3rd line incidents and requests. Take ownership of end user faults and bring them to a successful resolution. Ensure all tickets are resolved to a high level of customer satisfaction. Provide regular feedback to users regarding the status of their tickets. Provide exceptional communication between the Infrastructure Team, end users, and resolver groups. Effectively manage and track tickets using the Remedy ticket logging system. Proactively manage tickets raised with 3rd party resolver groups. Utilise various remote takeover tools when necessary. Liaise and assist Field Engineers on client sites. Ensure all tickets are categorised to correct standards. Follow Security admin and information security processes. Acknowledge and be prepared to act upon change as directed. Undertake additional training and assessment as required. Participate in or initiate new ideas, projects, and trials within the group. Lead, mentor, and support the infrastructure team. Assist in testing and implementation of company systems. Serve as the main point of escalation for all IT support and helpdesk functions. Respond to requests for technical assistance in person, via phone, and electronically. Diagnose and resolve technical hardware and software issues. Advise users on appropriate action. Follow standard help desk procedures. Log all help desk interactions. Administer help desk software. Redirect problems to appropriate resources and manage the support queues. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Prepare activity reports as requested. Stay current with system information, changes, and updates. Carry out ad-hoc data functions as required by the IT Manager. Perform any other ad hoc tasks as requested from time to time, including for other departments. Minimum Requirements: Ideally from a Second/Third line support background – Desktop Services / Server Support. Experience of root cause fault analysis and problem management on Microsoft services based infrastructure. Experience in managing and implementing network devices and firewalls. Experience supporting a wide variety of business customers with varying technical abilities. Able to mentor and provide technical leadership to the Infrastructure team. Able to manage the distribution and escalation of support tickets and changes. Experience leading a technical team. CCNA certification. MCSE or MCSA certification. MCITP certification. VMWARE ESXi 5.0, 5.1, and 6.0 experience. ITIL certification. Experience working with SQL. Experience working with Cisco ASA Firewalls. Experience working with Avaya Switches.
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