Infrastructure Engineer

3 weeks ago

Brighouse, United Kingdom BPM Tech Full time

**3rd Line IT Engineer**

**Office based: Brighouse, West Yorkshire HD6**

**Main purpose of the job**

Troubleshoot and resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout.

**Key Tasks and Responsibilities**
- Responsible for troubleshooting any technical issues that have been escalated through the helpdesk.
- Act as troubleshooting lead for high level technical issues, high priority tickets and MSO's
- Visit client’s sites as and when required
- Manage own time effectively and ensure all time spent on client jobs is logged
- Ability to report at all levels in the chain of command
- See Technical Escalations through from beginning to end
- Escalating tickets that need 3rd line resource into 3rd line queue and resolving
- Escalating tickets to Ops team in good time where required to ensure satisfactory resolution
- Maintaining the 3rd line and escalations queue to resolve issues as quickly as possible
- Logging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed
- Communicate accurately and within good time both internally and externally
- Flag areas of risk / improvement within the firm if identified
- Train other members of the team in all things technical

**Personal and Team Responsibilities**
- Excellent time management and communication skills
- Follow the helpdesk process and set an example for other employees
- Be approachable - ensure employees feel comfortable to ask for assistance
- You should always be thinking long term fixes and not short term.
- Excellent troubleshooting and triage skills.

**Technical Experience**
- Administration and setup of Windows Server 2012/2016/2019
- Virtualization technologies (VMWare, Hyper-V)
- Cloud technologies and concepts (Azure, RDS, Citrix)
- High-level networking, routing and firewalls (Sophos preferential but not essential)
- Wifi Solutions (Ubiquiti Desirable)
- Exchange and 365 tenant administration
- Printer setup and administration
- VOIP Technologies
- Automation - PowerShell or other (desirable)

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