Infrastructure and Service Specialist

1 month ago

Lincoln, Lincolnshire, United Kingdom hireful Full time
Job Title: Infrastructure and Service Engineer

We are seeking a highly skilled and proactive individual to join our team as an Infrastructure and Service Engineer. As a key member of our IT department, you will be responsible for providing first-line support and assisting with the closure of all service requests, problems, and incidents related to IT services and infrastructure.

Key Responsibilities:
  • End-User Computing (EUC)
  • Hardware & Logistics
  • Application Support
  • Managed Print Services
  • Identity Access Management
  • Email
  • File Management

The IT Service Desk operates between the hours of 08:30 and 17:30, Monday to Friday, with Saturday cover from 09:00 to 14:00 on a rotational basis (overtime paid).

Service Management:
  • Take full responsibility for managing service requests, incidents, and problems from start to finish.
  • Provide timely support for hardware, software, access issues, and essential bespoke internal applications.
  • Ensure strict adherence to agreed Service Level Agreements (SLAs), both internally and externally, and handle any breaches by following escalation procedures.
  • Escalate complex issues to the Service Desk Manager, Infrastructure Manager, or other relevant IT teams as necessary.
  • Proactively identify and address trends related to Service Management to enhance the overall user experience.
  • Execute the starters, movers, leavers equipment process, ensuring alignment with predefined group policies.
  • Maintain appropriate auditing, monitoring, and reporting mechanisms for all relevant services.
  • Maintain and support the IT hardware and software desktop environment.
  • Have a strong focus on continual service improvement.
  • Assist in the development of Service Desk processes, policies, and documentation.
Requirements:
  • GCSE Maths and English (or equivalent).
  • Awareness of ITIL processes and other industry standards & best practices.
  • Demonstrable experience within a busy IT support environment.
  • Extensive knowledge of computer hardware systems.
  • Familiarity with general OS systems and Office Software.
  • Practical experience of SQL primarily MySQL 4 and 5
  • Technical Support/Problem Solving skills
  • Incident Management and Request Fulfilment
  • Knowledge of Microsoft, Android, and iOS systems and technology
  • Working within a matrixed team
  • Proactive problem solver and independent thinker.
  • Structured and organised - can prioritise and manage a demanding and agile workload.
  • Flexibility to travel.
Desirable:
  • ITIL Foundation
  • A-Level or Degree (or any other professional qualifications)
  • Insurance and/or Financial Services experience
  • Experience in technology & infrastructure migrations, user access management in a multisite environment and SaaS management.
  • Knowledge of VOIP Telephony, Printers/MFDs, Wide Area Network (including Firewalls), regulatory compliance, and Identity Access Management.
Benefits:
  • Competitive holiday allowance with the annual option to buy additional days
  • Death in Service benefit of x4 salary
  • Company pension scheme
  • Enhanced maternity and paternity leave packages
  • A flexible benefits package which allows you to add additional benefits to your overall package
  • Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
  • Referral schemes
  • Discounted rates on PIB products
  • We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
  • If supporting the local community, engaging with charities and having the opportunity to 'give something back' interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
  • We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
  • PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development.

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