Senior Infrastructure Engineer

1 month ago

Bradford, Bradford, United Kingdom Interface Recruitment UK Full time
Job Title: 3rd Line Support Engineer

We are seeking a highly skilled and experienced 3rd Line Support Engineer to join our team. As a 3rd Line Support Engineer, you will be responsible for providing advanced technical support to our customers, resolving complex technical issues, and ensuring the smooth operation of our IT systems.

Key Responsibilities:
  • Provide advanced technical support to customers via phone, email, and remote desktop
  • Resolve complex technical issues related to Microsoft and Virtualized stack
  • Collaborate with the IS department and key end users to identify and resolve technical issues
  • Develop and maintain system security and data confidentiality, integrity, and availability across the network
  • Design, develop, modify, and maintain infrastructure solutions to ensure high availability
  • Administer, maintain, develop, and implement policies and procedures for ensuring the security and integrity of critical systems
  • Work with other department members to facilitate the sharing of information between various departments and systems
  • Work with other systems analysts in the design, development, and modification of enterprise solutions
  • Analyze and assess business needs and deliver solutions to address those needs while optimizing performance and scalability
  • Provide accurate and timely resolutions to challenging technical problems
  • Provide support to users during normal business hours and when required in accordance with the on-call rota
  • Install, configure, support, troubleshoot, and document all areas of the infrastructure
  • Troubleshoot hardware and software problems for all supported platforms within the business
  • Test, install, and configure new hardware and software solutions
  • Log all calls into the service desk application to ensure that statistics and analysis of all calls can be made
  • Assess and advise the Head of Information Systems on the potential benefit to the organisation of specific system hardware or software developments or products
  • Ensure that users are kept informed of the status of any outstanding calls
  • Carry out project management through its entirety of new and existing system implementations and upgrades
  • Carry out 'ad-hoc' tasks when requested to assist with the security and smooth running of IT systems and to ensure a high level of support for users
  • Contribute to and perform according to the required business and departmental standards
  • Perform system checks in line with procedures set
  • Maintain department inventory and equipment specification files
  • Maintain error logging of system faults and liaise with users and suppliers to resolve faults
  • Assist with the production of departmental reports on a regular basis
  • Liaise with suppliers and contractors for the supply of equipment and services, ensuring that the control of cost base is taken into consideration
  • Be offered the opportunity to provide a callout service (on a 1 in 5 rota basis) for operational systems outside of normal working hours
  • Provide weekly reviews of work completed, work in progress, and planned work to the Head of Information Systems and members of the department
  • Undertake training as deemed appropriate within the department and through liaison with the Head of Information Systems
  • Provide critical and key system support and maintenance for operational systems outside of normal working hours
  • Any other tasks as requested by the Head of Information Systems

Requirements:

  • Proven background working as a 2nd/3rd Line Support Analyst within a Service Desk environment
  • Excellent technical knowledge and experience of supporting Windows Operating Systems and Microsoft Office Software
  • Good working knowledge of Microsoft Windows Server and Active Directory Network Services (including, but not limited to TCP/IP, DNS, Group Policy, and DHCP)
  • Good working knowledge of Microsoft Exchange
  • Sound awareness of cyber risk and the importance of security hardening to safeguard business systems
  • Customer-focused, with experience of providing advice and guidance to customers over the telephone, e-mail, and Internet with a proven track record of service delivery
  • Organized and methodical, with the ability to work to targets and goals unsupervised
  • Enthusiastic, self-motivated team player with the ability to work within a demanding environment and demonstrate a logical approach to problem-solving
  • Patience and ability to remain calm under pressure, while showing initiative at all times and an ability to apply a lateral thought process to problem resolution
  • Experience with Azure and Office365
  • SQL Server (Administration activities including installation, performance tuning, security, analysis and reporting, backup and recovery)
  • A sound working knowledge of IP Routing and VLAN configurations
  • Strong understanding of secure firewall configurations, including, but not limited to 2-factor SSL VPNs and granular access policies
  • Good working knowledge of VMware, including monitoring, provisioning, housekeeping, and troubleshooting activities to maintain a stable environment
  • Experience of delivering IT projects from inception to transition into production support
  • Experience of supporting and administrating a VMware vSphere virtual environment

Experience:

  • Proven 5+ years' commercial support experience (including 1st to 3rd line)
  • 5+ years' experience supporting Microsoft Exchange and onwards)
  • 5+ years' experience supporting a Microsoft Windows Server environment and onwards)
  • 5+ years' experience supporting Windows Active Directory and associated services (including DHCP, DNS, Group Policy)
  • 5+ years' experience supporting Microsoft Windows Desktop Operating Systems and associated applications (i.e., MS Office)
  • Flexible approach, able to cover on-call if agreed and willing to work out-of-normal working hours as necessary, and when requested by the Head of Information Systems
  • 3+ years' experience with administrating Microsoft SQL Server
  • 3+ years' experience supporting Microsoft Office SharePoint Services
  • 3+ years' experience supporting and maintaining secure firewall configurations
  • Experience in the maintenance and repair of current IT equipment and systems
  • 3+ years' experience supporting and maintaining network infrastructure services, including IP Routing and VLAN configurations
  • Experience of working to an ITIL framework

Other Requirements:

  • Comfortable discussing complex technical scenarios and solutions with varying customer skill levels
  • Excellent interpersonal communication skills
  • Excellent analytical and problem-solving skills
  • Organized and able to manage conflicting work priorities

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