Infrastructure Engineer

7 days ago

Leeds, Leeds, United Kingdom PIB Group Full time

About the Role:

We are seeking a highly skilled IT Service and Infrastructure Manager to join our team at PIB Group. As a key member of our IT department, you will play a pivotal role in ensuring the smooth operation of our IT services and infrastructure.

Key Responsibilities:

  • Manage service requests, incidents, and problems from start to finish, including logging, prioritizing, responding promptly, providing updates, and achieving resolution.
  • Provide technical support and assistance for essential bespoke internal applications.
  • Ensure strict adherence to Service Level Agreements (SLAs) and handle breaches following escalation procedures.
  • Act as the primary point of contact between internal end-users and external suppliers, fostering strong working relationships.
  • Undertake small to medium-sized IT projects as directed.
  • Assist in the development of Service Desk Processes, policies, and documentation.
  • Focus on continual service improvement.

Infrastructure and End User Computing:

  • Manage end-user computing (EUC) service requests, incidents, and problems, including logging, prioritizing, responding promptly, providing updates, and achieving resolution.
  • Execute the SML equipment process and ensure efficient logistics management.
  • Collaborate with relevant IT teams to resolve complex EUC issues.
  • Proactively identify and address trends and issues related to end-user computing.
  • Maintain, support, and configure the EUC environment.
  • Assist in the development of EUC-related processes, policies, and documentation.
  • Oversee migration, relocation, and integration activities to a high standard.
  • Manage the end-to-end process of IT equipment preparation, shipping, receiving, and compliance.
  • Implement robust and efficient demand and stock control processes.
  • Conduct daily system checks to confirm proper operation.
  • Maintain, support, and configure IT hardware and software desktop environments.
  • Administer backend systems using MySQL to resolve incidents and facilitate service requests.

Requirements and Qualifications:

  • Completed GCSEs in Mathematics and English (or equivalent qualifications).
  • Proficient in ITIL processes and well-versed in industry standards and best practices.
  • Demonstrated expertise gained through working in a fast-paced IT support environment.
  • Extensive knowledge of computer hardware systems.
  • Familiarity with various operating systems and Office Software.
  • Hands-on experience with SQL, particularly MySQL 4 and 5.
  • Proficiency in providing technical support and adept at problem-solving.
  • Effective management of IT incidents.
  • Swift fulfilment of IT service requests.
  • Competency across Microsoft, Android, and iOS systems and technologies.
  • Collaborative team player with the ability to work within a matrixed team.
  • Proactive problem solver and independent thinker.
  • Skilled at prioritizing and managing a demanding and dynamic workload.
  • Exceptional communication and stakeholder management capabilities.
  • Meticulous attention to detail.
  • Proficiency in lateral thinking for creative problem-solving.
  • Possesses some commercial acumen.
  • Proactive learner with an adaptable approach to evolving technologies.
  • Willingness and flexibility to travel as required.

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