Infrastructure Support Engineer

7 days ago

Glasgow, Glasgow City, United Kingdom Technology Services Group Limited Full time £20,000

About the role;

As anInfrastructure Support Engineer you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. The ability to work in a high paced environment is essential.

To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. Backup experience in varying technologies would be preferable but not essential.

This is a hybrid role where you will be expected to attend the office a few timesper week for regular team collaboration time.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.

Why should I work for TSG?

It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the 'UKs Top 50 Best Large Companies' and one of the 'Top 15Technology Companies' to work for. In addition, we have been awarded a 2 star accreditation for 'Outstanding' employee engagement.

Here's why;

Our open and honest culture where feedback is taken on-board and acted upon

The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed

Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first 'TSG Festival' in 2021, Team TSG's feedback was so positive that we have decided to make it a yearly event

Two paid CSR days per annum that you can use towards giving something back

Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own 'TSG Foundation'

Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business

Flexible working policy

Relaxed dress policy

Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

Ensuring customer tickets are responded to within SLA

Communicating with customers regularly with regards to their incident/change request

Diagnose and resolve incidents using TSGs remote access tools and verbal instructions

Updating TSGs ticketing system and technical information repository with detailed notes

Liaise with partners and third parties to aid in the resolution of incidents

Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers

Maintain a high-quality service to our customers

Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers

Assist in the creation of best practice, new user and leaver guides

Knowledge, Skills & Experience;

Essential:

Full UK, clean driving licence

An excellent knowledge of a server and networked environment

Virtualisation experience

Strong desktop support experience

Understanding of Firewall, anti-virus and other security technologies

Experience with Microsoft Exchange and Office 365

Proven experience of 2nd line Azure tenant support. Examples to include EntraID changes, conditional access changes, AVD desktop policy changes, publishing new apps in Autopilot etc.

Confident and capable of managing small Azure projects from project kick-off to closure. Such as MFA configuration, conditional access policies, Intune device enrolment etc.

Good customer service skills and the ability to handle customers' needs effectively in a variety of circumstances

Ability to tailor style of coaching and training based on individual's needs

Ability to build relationships with the wider business

Excellent telephone manner.

A good understanding of firewall technologies

Excellent problem solving and analytical skills with a confident pro-active approach to work

Ability to work in a fast paced team environment as well as individually when required

Strong communication and knowledge sharing skills

Good attention to detail with the ability to maintain a consistent approach

Desirable:

A minimum of 3 years' server and 5 years desktop experience is desirable

Experience working with Cloud based backup solutions

A good understanding of on-premise Backup technologies

Hosted telephony experience

Routing and Switching

Enterprise Anti-Virus software, e.g. Sophos, Microsoft Defender.

Knowledge on storage (SAN, NAS etc)

Microsoft Associate level certifications.

Benefits;

Company bonus scheme

25 days annual leave + public holidays

Life assurance 4 x Salary

Contributory pension scheme at 4% matched

Electric Vehicle Salary Sacrifice Scheme

Perkbox discounts

Paid CSR Days

Company sick pay

Income protection cover

Enhanced Maternity and Paternity pay

Home-based and hybrid opportunities

Long service benefits including increased annual leave accrued with service

Cycle to work scheme

Employee recognition scheme

If this sounds like the role for you, please apply today to be considered.

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