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2nd-3rd Line Infrastructure Engineer

2 months ago

Huddersfield, Kirklees, United Kingdom Interface Recruitment UK Full time
2nd / 3rd Line Infrastructure Engineer – Thriving Organisation – Route into IT Management

This is a dynamic and forward-thinking organisation, specialising in a wide range of legal services. With a strong commitment to employee development and a proud holder of the Investors in People Gold standard award, they offer a great place to work.

We are seeking an ICT Support Engineer to provide in-house support for all aspects of infrastructure and ICT-related hardware. This will involve responsibility for ICT equipment at all levels, from installation and routine maintenance of servers, PCs, and printers to the implementation, maintenance, and support of critical infrastructure to meet our operations' present and future business needs.

As a key member of the team, you will have the opportunity to get involved in projects and innovate in supporting the business and ICT requirements. Your day-to-day activities will include:

  • Maintaining a broad, end-to-end technical understanding of the ICT infrastructure in use across the business, being recognised as the 'go to' person for incidents and ad hoc infrastructure and ICT equipment support, maintenance, and development requests.
  • Ensuring all ICT equipment and infrastructure (hardware and software) is running to its optimum performance, including internal networks, all internal hardware, infrastructure software, ICT security systems, internet connectivity, telephone lines, and security access systems.
  • Carrying out the execution of change management requests as required, which may involve out of hours work.
  • Installation, maintenance, and support of all ICT equipment, including servers, desktop PCs, laptops, telecoms equipment, printers, scanners, and workstations.
  • Maximising the availability of all ICT equipment and infrastructure through continuous improvement and proactive, preventative maintenance with a continuous look to improve equipment efficiencies and cost reductions.
  • Ensuring all devices have Anti Virus and Anti Spam software updated, with plans in place to respond to a virus or virus type outbreak.
  • Delivering an outstanding level of service to your internal and external customer base.
  • Liaising with contractors or external supply partners and clearly communicating technical issues to achieve successful resolution of incidents with minimal downtime and disruption to the business.
  • Conducting user equipment trials and testing.
  • Providing technical support to projects and initiatives.
  • Reacting quickly and as necessary to live infrastructure and equipment errors to minimise downtime and resolve the issue(s), by monitoring Event Logs, Alert Emails, and ticketing tools.
  • Performing any infrastructure or equipment upgrades or incident resolution out of hours to avoid unnecessary disruption to business activities.
  • Planning, coordinating, and delivering all documentation required in supporting the infrastructure to agreed standards, on time and error-free.
  • Identifying business, security, and compliance risks associated with all equipment and infrastructure.
  • Providing solutions, guidance, and help to user problems wherever possible.
  • Maintaining an up-to-date schedule of works relating to any issues detected, including the remedial action taken to resolve and restore, and an appropriate plan to avoid any recurrence.
  • Providing a visible and accessible IT support function to employees and guests.
  • Supporting users in the use of all equipment and relevant infrastructure by providing necessary training and advice and promoting new technologies and processes by use of seminars and knowledge guides.
  • Managing New Starters and Leavers processes.
  • Logging and responding to all support calls and providing timely updates/solutions to users and senior management.
  • Liaising with outsourced partners and others on technical issues and project work.
  • Handling confidential information in line with the firm's data security protocols.
  • Keeping updated on new technologies.
  • Constantly monitoring and analysing the existing ICT infrastructure with a view to identifying and recommending new and emerging technologies/advancements. Assessing their relevance and potential value to the business and making recommendations for the improvement of the ICT infrastructure and systems to ensure that they align with the business processes and plans.
  • Ensuring regulatory and legislative compliance (including all related Health & Safety requirements for the use of all ICT-related equipment) whilst enabling the business to improve efficiency and client satisfaction.
  • Identifying business, security, and compliance risks associated with ICT equipment and infrastructure and formulating and reporting a plan to mitigate those risks.
  • Developing and managing the company ICT security policy.
  • Developing and implementing a disaster recovery plan for the business.
  • Undertaking daily health/security checks, backups, consumables, etc.
  • Ensuring regular service of server and network management tasks.
  • Installing and configuring ICT equipment to a specification requested by senior management.
  • Providing a visible and accessible IT support to employees and guests (including out of office hours).
  • Providing hardware fault-finding expertise and resolving where possible.
  • Troubleshooting multi-functional device issues.
  • Undertaking ICT equipment and infrastructure projects from proposal through to delivery, ensuring that proposed projects are properly understood, investigated, sourced, and appropriately exploited.
  • Managing and maintaining server/communications room, including all racking and cabling.
  • Providing support to the company's video conferencing and AV facilities, assisting users with general queries.
  • Ensuring backup tape and monthly tape procedures are followed.
  • Managing and maintaining stock levels, including mobile/laptop/tablet allocation. Ensuring all stock is asset-tracked corresponding to the requirements outlined by Management.
  • Handling confidential information in line with the firm's data security protocols.
  • Designing, updating, and maintaining technical documentation relating to IT protocols and procedures, and ensuring these are shared with other staff members.
  • Keeping updated on new technologies and service methods.
  • Maintaining OS/third-party application patch levels and security definitions.
  • Coordinating and facilitating moves around the office.
  • Undertaking an active role in the business' organisational development, contributing to change management projects.