Infrastructure Support Specialist

3 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom TSG Full time
About the Role

We are seeking a highly skilled Infrastructure Support Engineer to join our team at TSG. As an Infrastructure Support Engineer, you will be responsible for resolving complex infrastructure issues and dealing with escalations. You will have experience in resolving tickets related to infrastructure issues, such as networking problems, firewall configuration, and storage solutions. You will also have experience in dealing with Windows Server infrastructure and be able to work in a high-paced environment.

Key Responsibilities
  • Respond to customer tickets within SLA
  • Communicate with customers regarding their incident/change request
  • Diagnose and resolve incidents using TSG's remote access tools and verbal instructions
  • Update TSG's ticketing system and technical information repository with detailed notes
  • Liaise with partners and third parties to aid in the resolution of incidents
  • Act as an escalation point for Service Desk Agents, Apprentices, and more junior 2nd line engineers
  • Maintain a high-quality service to our customers
  • Assist with the mentoring and coaching of Service Desk Agents, Apprentices, and more junior 2nd line engineers
  • Assist in the creation of best practice, new user, and leaver guides

Requirements
  • Full UK, clean driving license
  • Excellent knowledge of a server and networked environment
  • Virtualisation experience
  • Strong desktop support experience
  • Understanding of Firewall, anti-virus, and other security technologies
  • Experience with Microsoft Exchange and Office 365
  • Proven experience of 2nd line Azure tenant support
  • Confident and capable of managing small Azure projects from project kick-off to closure
  • Good customer service skills and the ability to handle customers' needs effectively in a variety of circumstances
  • Ability to tailor style of coaching and training based on individual's needs
  • Ability to build relationships with the wider business
  • Excellent telephone manner
  • Good understanding of firewall technologies
  • Excellent problem solving and analytical skills with a confident pro-active approach to work
  • Ability to work in a fast-paced team environment as well as individually when required
  • Strong communication and knowledge sharing skills
  • Good attention to detail with the ability to maintain a consistent approach

Desirable
  • A minimum of 3 years' server and 5 years desktop experience is desirable
  • Experience working with Cloud-based backup solutions
  • Good understanding of on-premise Backup technologies
  • Hosted telephony experience
  • Routing and Switching
  • Enterprise Anti-Virus software, Sophos, Microsoft Defender
  • Knowledge on storage (SAN, NAS etc)
  • Microsoft Associate level certifications

Benefits
  • Company bonus scheme
  • 25 days annual leave + public holidays
  • Life assurance 4 x Salary
  • Contributory pension scheme at 4% matched
  • Electric Vehicle Salary Sacrifice Scheme
  • Perkbox discounts
  • Paid CSR Days
  • Company sick pay
  • Income protection cover
  • Enhanced Maternity and Paternity pay
  • Home-based and hybrid opportunities
  • Long service benefits including increased annual leave accrued with service
  • Cycle to work scheme
  • Employee recognition scheme


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