Infrastructure Engineer

Infrastructure Engineer

**The Company**:
Founded in 1998, Technimove has enjoyed over two decades as the industry's leading Data Centre Transformation company. Boasting a global presence with multiple offices around the world, we are relied upon to deliver our core transformational services tomany of the world's leading I.T. service providers.

Over the past 5 years, we have enjoyed exponential growth, largely due to the company's ethos of both new and existing team members within the Group. Easing challenging situations through excellent service, our core values are simple, we care, we are positive,and we are committed.

Employing many of our team members from the local communities, we operate a fantastic internal development programme, providing staff an opportunity to really spread their wings and rise within the Group. We also offer work experience and apprenticeshipprogrammes, that often lead to full-time placements for the individuals. As well as ensuring the Group is operating in an ethically responsible manner, we also contribute to several charitable causes that we hold close to our hearts.

We continue to the lead the market, staying ahead of the industry's ever changing I.T. demands and our experience and expertise across all verticals gives us an unrivalled pedigree.

***The Role**:
The InfrastructureEngineer (2nd Line) is responsible for providing support for Technimove's managed Infrastructure services to our clients to ensure that their Infrastructure and inter-related systems remain operational.

Through the proactive monitoring, identifying, investigating and resolving of technical incidents and problems, the Infrastructure Engineer (2nd line) are able to restore service(s) to clients.

The Infrastructure Engineer (2nd line) focuses on second line support for incidents and requests with medium level of complexity, escalating/liaising with 3rd line and suppliers through to resolution.

**Key Roles and Responsibilities Associated with Infrastructure Support**:

- Proactively monitors the ticket queues
- Monitoring of customer environments and taking action as required
- Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA
- Update tickets with resolution tasks performed
- Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
- Provide second level support to all incidents, requests and identify the root cause of incidents and problems
- Communicate with other teams and clients for extending support
- Execute changes with clear identification of risks and mitigation plans to be captured into the change record
- Coach Service Desk 1st line teams for technical and behavioural skills
- Triage and escalation to 3rd line teams as and when required
- Identify problems and errors before they impact a client's service
- Participate proactively in all initial client escalation for operational issues.
- Contribute to the change management process by logging all change requests with complete details for standard and non
- standard including patching and any other changes to configuration Items. Ensures all changes are carried out with proper change approvals
- Plan and execute approved maintenance activities
- Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles
- The role includes an element of out of hours support based on a rota system after successful completion of probationary period - On call rota

**Technical Skills needed for Infrastructure Engineer**:

- Strong 2nd line infrastructure support experience
- Good working knowledge of directory technologies such as Microsoft Active Directory, and LDAP
- Good Experience across Windows Server
- Good experience across Office 365
- Good knowledge of desktop and server virtualization technologies such as ESXi Hyper-V or VMware, and networking across DNS, DHCP
- Good experience of supporting Azure environments, including Intune, MFA and ADFS
- Good working knowledge and skills in storage and HCI
- Knowledge of Microsoft Intune
- Knowledge of Microsoft SCCM
- Knowledge of Veeam
- Monitor and analyse the capacity and performance of systems and make recommendations for improvements as necessary
- Knowledge of a backup software and processes
- Experience in working with vendors and/or 3rd parties
- Perform other duties and projects as assigned
- Understanding of ITIL

**The person**:

- Minimum of 2 years of experience in a Service Desk/NOC environment
- Desirable - Minimum 2 years working for an MSP
- Good organisational and decision-making skills
- Analytical, with exceptional attention to detail
- Excellent interpersonal and communication skills, and ability to communicate with

accuracy and clarity both verbally and written
- Ability to communicate and work across different cultures and social groups
- Passionate, professional, with a 'can-do' attitude at all times
- Must be a team player
- Learning based agility
- Self-motivated, disciplined and enthusiastic
- Highly motivated with ability to work under own initiative, making decisions to benefit Technimove
- Aptitude for understanding and solving