Technical Support and Infrastructure Specialist

2 weeks ago

Leeds, Leeds, United Kingdom Interface Recruitment UK Full time

We are seeking a skilled Technical Support and Infrastructure Specialist to join our team at Interface Recruitment UK. In this role, you will be responsible for providing technical support and infrastructure services to internal end-users and external customers.

Job Summary

This is a unique opportunity to work with a software company in York, providing 2nd to 3rd line IT services. The ideal candidate will have excellent customer service skills, technical knowledge, and problem-solving abilities.

About the Role
  • Key Responsibilities:
  • Provide technical support to internal end-users and external customers during agreed working hours on a rota basis.
  • Participate in out of hours on-call.
  • Offer excellent customer service via phone, ticketing system, email, and face-to-face interactions.
  • Accurately log all incidents and requests onto the Service Desk ITSM tool.
  • Develop, present, and implement proposals to improve IT systems.
  • Adhere to change management procedures.
  • Provide internal end-user support and training.
  • Maintain high levels of incident ownership through the incident lifecycle.
  • Understand and adhere to technical escalations.
  • Occasionally perform onsite low-level consultancy customer work.
  • Understand, adhere to, and promote IT security best practices.
  • Complete administrative tasks, acknowledge events, check security logs, log, and progress change requests and internal changes.
  • Occasional infrastructure support and patching outside of core business hours.
  • Ongoing documentation of network, infrastructure, and related information.
Requirements and Qualifications
  • Required Skills and Qualifications:
  • Broad and up-to-date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos, etc).
  • Able to prioritise work with minimum supervision and use initiative to ensure deadlines are met.
  • Ability to work independently and as part of a team.
  • Strong attention to detail in logging/updating support tickets and technical documentation.
  • Excellent verbal and written communication skills.
  • Excellent customer service skills and problem-solving skills.
  • Assertive, confident, positive, and professional manner.
  • High degree of multi-tasking.
  • Flexible and adaptable as the business demands.
  • Able to work under pressure.
  • Must have a ‘can do’ attitude at all times.
  • At least 5 years’ experience of working in a Service Desk environment.
What We Offer
  • Benefits:
  • Certification and Training: ITIL V4 once passed probation, 1 week certified course.
  • Flexible Working Arrangements: 50/50 split between home and office work, or option to work from home full-time.
  • Holidays: 25 days annual leave.
  • Mental Health Days: 1 Wednesday per month allowed, with 1 hour extra during the day.
  • Pension: Contributory pension scheme (5% employee contribution, 4% employer contribution).
  • Parking: Provided if working from the office.
  • Social Benefits: Great team and social opportunities, including Christmas party, End-of-Year party, foodie Fridays, and on-site leisure facilities.
  • Notice Period: 1 month.
  • PDP: Personal Development Plan provided on start date.
  • Learning and Development Days: 12 days can be taken throughout the year.
Additional Benefits
  • Enhanced Benefits:
  • Fantastic work-life balance with specific measures in place to support wellbeing and prevent burnout.
  • A fully paid wellbeing hour each month, in addition to regular breaks.
  • Progression opportunities at every level from entry to senior management.
  • Private medical insurance at a discounted rate.
  • Enhanced parental leave packages.
  • Flexible working options, including a £100 support package for home working set-up.
  • Fully-funded training programmes to help grow and progress through eLearning and in-house training.
  • On-site leisure facilities, company activities, and team sports.
  • A range of team perks, including seasonal parties, team nights out, trips abroad, and regular incentives.

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