Infrastructure Services Specialist

2 weeks ago

York, York City, United Kingdom Phoenix Software Full time

Job Summary

We are seeking a skilled Infrastructure Services Specialist to join our team at Phoenix Software. As a key member of our managed services team, you will be responsible for delivering comprehensive 3rd line support services, including patching, monitoring, and maintenance of customer IT infrastructure.

Key Responsibilities

  • Provide 3rd line support to customers, resolving complex technical issues related to their Intune tenants.
  • Perform regular patching, monitoring, and maintenance activities to ensure the stability and security of client systems.
  • Work primarily with Microsoft's Modern Endpoint management solutions, and may also have to work with other technologies including the rest of the Microsoft stack, VMware, firewall vendors, storage vendors, backup vendors, and networking equipment.
  • Participate in a shift-rota during core business hours M-F / 0800 – 1800.
  • Participate in an on-call rotation to provide out-of-hours support outside of core business hours.
  • Provide excellent customer service via the telephone, ticketing system, email system, and face to face.
  • Occasional infrastructure support and patching outside of core business hours.
  • Ongoing documentation of network, infrastructure, and related processes.
  • Adhere to asset and access management policies and procedures.
  • Support objectives as defined in the company's information security policy.
  • Perform tasks in support of data and information security.
  • Understanding of ITIL.
  • Strong attention to detail in logging/updating support tickets and technical documentation.
  • Excellent customer service skills & problem-solving skills.
  • Flexible and adaptable as the business demands.
  • Ability to work in a fast-paced, shift-based work environment, and to adapt to changing priorities and demands.
  • Commitment to ongoing professional development and staying up to date with the latest trends and developments in the IT industry.

Requirements

  • Minimum 2 years' experience in an IT infrastructure support or similar role.

About Us

We enable digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud technology, data, AI, cyber security, and collaboration tools. By understanding the individual goals of our customers, we empower UK organisations to make a difference to the lives of their employees, service users, and communities.

We are a signatory on the Race at Work Charter, actively involved in the Women in IT Network, and a Disability Confident Committed and Living Wage employer.

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