Infrastructure Support Engineer

3 weeks ago

Newcastle upon Tyne, United Kingdom TSG Full time

About the role:

As an Infrastructure 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 support, 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 times per week for regular team collaboration time.

Who are we?

TSG (Technology Services Group) is 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 into 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 15 Technology Companies’ to work for. In addition, we have been awarded a 2-star accreditation for ‘Outstanding’ employee engagement.

Here’s why:

  1. Our open and honest culture where feedback is taken on-board and acted upon
  2. The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
  3. 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
  4. Two paid CSR days per annum that you can use towards giving something back
  5. Our charity fundraising - TSG has 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’
  6. Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
  7. Flexible working policy
  8. Relaxed dress policy
  9. Excellent progression opportunities, training, and support, including recognized qualifications
Job Responsibilities:

Responsibilities will include, but are not limited to:

  1. Ensuring customer tickets are responded to within SLA
  2. Communicating with customers regularly with regards to their incident/change request
  3. Diagnosing and resolving incidents using TSG's remote access tools and verbal instructions
  4. Updating TSG's ticketing system and technical information repository with detailed notes
  5. Liaising with partners and third parties to aid in the resolution of incidents
  6. Acting as an escalation point for Service Desk Agents, Apprentices, and more junior 2nd line engineers
  7. Maintaining a high-quality service to our customers
  8. Assisting with the mentoring and coaching of Service Desk Agents, Apprentices, and more junior 2nd line engineers
  9. Assisting in the creation of best practice, new user, and leaver guides
Knowledge, Skills & Experience:

Essential:

  • Full UK, clean driving license
  • An excellent knowledge of a server and networked environment
  • Virtualization 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
  • 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
  • Good 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, 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.

#J-18808-Ljbffr

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