ICT Infrastructure Specialist

4 weeks ago


High Wycombe, Buckinghamshire, United Kingdom CV Library Full time

Job Title: ICT Infrastructure Engineer

Location: High Wycombe offices / Remote (UK)

Job Type: Full-time, Permanent

Salary: £30000 pa plus benefits

About the Role:

We are seeking a highly skilled ICT Infrastructure Engineer to join our team. As a Support Infrastructure Engineer, you will be responsible for monitoring key systems, tackling any issues that arise, and carrying out defined infrastructure improvements to remove barriers from our virtual agent workspace.

Key Responsibilities:

  1. Maintain support systems to a high standard, addressing any barriers to agent productivity that arise.
  2. Streamline and devise elegant improvements to existing business rules and procedures within the Support department.
  3. Create and maintain an inventory of global IT equipment and products used by the support team.
  4. Work with Support Management to plan and implement support systems improvements on a global scale.
  5. Look for integration opportunities between support systems that will produce a positive effect on agent productivity and CX.
  6. Manage the technical transition of new brands into our systems, working with key support contacts and web developers to build a fully functional setup with minimal negative impact on existing teams.
  7. Work with IT to manage licensing across all platforms used in the Support department.
  8. Improve self-help by building comprehensive back-end AI frameworks within Zendesk.
  9. Liaison with Data team to ensure seamless data transfer and integrity across platforms.
  10. Regular multi-channel audit of customer experience in order to understand where improvements can be made.

Requirements:

  1. System engineering & administration
  2. Technical troubleshooting
  3. Experience with Mac OS X and Windows systems.
  4. Good organisational and communication skills.
  5. Collaborator, works well as part of a team.
  6. An interest in music/audio.
  7. Zendesk or generic helpdesk admin experience beneficial
  8. API experience

What We Offer:

Benefits include flexible/hybrid working, company pension, life insurance, private healthcare, enhanced Maternity and Paternity pay, employee purchase scheme, group bonus scheme, company music events, offsite company parties and free lunch in the canteen. We arrange company training sessions and encourage personal development.



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