Infrastructure Engineer

Essential Duties & Responsibilities

• To work closely with and under the direction of the IT Infrastructure Manager to support, assist in managing and maintaining the IT infrastructure.
• Provide cover within the NOC team for the IT engineer in their absence
• Has the ability to work unsupervised on infrastructure, network configuration and security tasks assigned by the Infrastructure Manager, Service Delivery Manager or Technical Architect to the required service levels and complies with security protocols and standard operating procedures
• Provides high quality infrastructure support to and act as a point of advice and support for first line and sales staff as well as customer base.
• Assists colleagues in the wider team in dealing with peaks in workload in the IT Service/support area where necessary.
• Interact with various IT personnel to support, assist and integrate infrastructure technologies
• Represents the team in a professional and positive manner with both internal and external stakeholders and in doing so reflects the values of the organisation.
• Proactively resolve helpdesk issues including troubleshooting hardware and software issues and assist with route cause analysis.
• Assist in performing the installation of Patches and updates for software and operating systems running within the server infrastructure.
• Install, configure, support and implement server equipment in an enterprise cloud environment.
• Responsible for monitoring and tracking Incidents and Service Requests, ensuring Incidents are resolved within Service Level Targets.
• Using the ticketing solution, communicate updates to customers where appropriate, informing of progress, providing an estimated resolution time if possible.
• Escalate major incidents to the Infrastructure Manager and Service Delivery Manager.
• To assist with the documenting of systems, processes and recoding of information.
• Record appropriate resolution details in the service management software, selecting the relevant resolution categories contributing to the Knowledge Base and actively communicating with local end users and management about current IT activities and status with resolving issues.
• Perform a manual closure of completed incidents, ensuring the customer is satisfied with the resolution and the service provided before closing the record.
• Undertakes any other duties that may reasonably be required, and are commensurate with the grade of the job.
• The post holder will be required to work as part of a 24hr on call rota which would involve evening and night work.

Skills & Abilities

• Working up to date knowledge of Windows Server OS, Linux and Unix OS, VMware ESXi, Active Directory, and LAN concepts
• Have experience of Linux and Microsoft PowerShell Scripting
• Experience in an industry framework (ITIL, ISO 20000 / 27001 etc.)
• Proven understanding in implementing and administering Cloud services, Domain Structures, local / global security polices, DNS and DHCP.
• Good overall IT Skills.
• Ability to communicate and understand complex technical information.
• Ability to explain technical issues in a non-technical wayA high level of customer service and telephone skills
• Problem solving, logical troubleshooting and analytical skills as well as good communication skills.
• Ability to work unsupervised able to manage own time and workload.

Experience Requirements

• IT Experience working in a corporate office preferably in some form of support or advisory role or previous experience of working in an IT Service Desk Role.
• Experience of windows and Linux based server infrastructure.

Remote Work :

No