Senior Infrastructure Support Specialist

6 days ago


Saint Ives, United Kingdom DCV Technologies Full time

About the Role:

We are seeking a highly skilled and experienced Senior Infrastructure Support Specialist to join our team at DCV Technologies. As a key member of our IT department, you will be responsible for providing technical infrastructure support to both internal and external customers.

Main Responsibilities:

  • Handle escalations from 1st Line Support and provide end-to-end resolution for major incidents.
  • Provide essential training for new starters and 1st Line Engineers to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Ensure all manuals and processes are up-to-date and relevant to company standards.
  • Continually develop and improve key skills and competencies to stay ahead of industry trends and advancements.
  • Provide internal technical support for systems, including server, desktop, and networking infrastructure.
  • Liaise with stakeholders to build strong working relationships and ensure seamless communication.
  • Record all calls to maintain accurate information about client systems and make it available to other support personnel and account managers.
  • Evaluate and escalate issues in line with guidance.
  • Build strong relationships with customer account managers to ensure effective collaboration and support.
  • Take a proactive approach to customer IT systems to prevent problems and ensure long-term development.
  • Manage demanding users on customer sites who have high expectations.
  • Provide cover for other customer sites when absence by other engineers dictates.
  • Complete PC builds, installation of operating systems, and peripherals for internal and external customers as required.

Required Experience and Skills:

  • Storage: Netapp
  • Citrix: NetScaler, Storefront experience
  • VMware: Vcenter, Hyper-V
  • Aruba Central: experience with HPE switches
  • Switch experience: CCNA
  • Sophos XGS firewall experience
  • Experience with server room hardware (patching, firmware updates, routers, firewall, switches, storage, UPS)
  • Server 2012R2 to 2022
  • Logic monitor
  • SolarWinds
  • N-able
  • Backup radar
  • Veeam


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