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- Tasks: Solve complex infrastructure issues and provide exceptional customer service.
- Company: Join TSG, a top-rated Managed IT Services provider in the UK.
- Benefits: Enjoy flexible working, 25 days leave, and a company bonus scheme.
- Why this job: Be part of a supportive culture with opportunities for growth and training.
- Qualifications: Strong problem-solving skills and experience in server/network environments required.
- Other info: Hybrid role with occasional office attendance for team collaboration.
The predicted salary is between 36000 - 60000 £ per year.
About the role; As an Infrastructure Support Engineer, you will be a strong problem solver with excellent communication skills, experienced in resolving complex infrastructure issues and managing escalations. You will diagnose, troubleshoot, and resolve tickets related to customer infrastructure such as networking, firewall configuration, storage solutions, and Windows server infrastructure. The role requires the ability to work in a high-paced environment, providing exceptional customer service and solving problems logically either independently or as part of a team. You will also support end-user desktops, liaising with third parties for application support, VPN connectivity, and troubleshooting. Experience with backups in various technologies is preferable but not essential. This hybrid role involves attending the office a few times per week for team collaboration.
Who are we? TSG (Technology Services Group) is a Managed IT Services provider serving businesses UK-wide. We pride ourselves on delivering exceptional customer service, reflected in our consistent world-class NPS score of +80. Our core values are Team TSG, Service Excellence, and Shared Growth, guiding our mission and operations.
Why should I work for TSG? Our people are our strength. We foster a trusted, open, and fair culture, recognized as one of the ‘UK’s Top 50 Best Large Companies’ and a ‘Top 15 Technology Companies’ to work for. We also hold a 2-star accreditation for ‘Outstanding’ employee engagement.
- Open and honest culture with feedback
- Monthly wellbeing check-ins and support
- Social events, including annual TSG Festival
- Two paid CSR days per year
- Charity fundraising efforts, raising over £20,000 in 2 years
- Commitment to environmental responsibility towards becoming a net carbon zero business
- Flexible working policy
- Relaxed dress code
- Opportunities for progression, training, and recognized qualifications
Job responsibilities include, but are not limited to:
- Responding to customer tickets within SLA
- Regular communication with customers regarding incidents/requests
- Diagnosing and resolving incidents via remote tools and verbal instructions
- Updating ticketing systems with detailed notes
- Liaising with partners and third parties for incident resolution
- Acting as escalation point for junior staff
- Maintaining high-quality customer service
- Mentoring and coaching team members
- Creating best practice and user/leaver guides
Knowledge, Skills & Experience;
Essential:
- Full UK, clean driving license
- Strong knowledge of server and networked environments
- Virtualization experience
- Desktop support experience
- Understanding of security technologies (Firewall, anti-virus)
- Experience with Microsoft Exchange and Office 365
- Support experience with Azure tenants, including EntraID, conditional access, AVD, Autopilot
- Capability to manage small Azure projects (MFA, policies, Intune)
- Excellent customer service skills and communication
- Ability to tailor coaching styles
- Relationship-building skills
- Good problem-solving and analytical skills
- Ability to work under pressure and independently
Desirable:
- 3+ years server and 5+ years desktop experience
- Experience with cloud backup solutions
- Knowledge of on-premise backup tech
- Hosted telephony, routing, switching
- Enterprise antivirus software, storage technologies, certifications
Benefits include:
- Company bonus scheme
- 25 days annual leave + public holidays
- Life assurance, pension, electric vehicle scheme
- Perkbox discounts, CSR days, sick pay, income protection
- Enhanced maternity/paternity pay
- Home/hybrid working options
- Long service benefits, cycle to work scheme, employee recognition
If this role interests you, please apply today.
Infrastructure Support Engineer employer: TSG
Contact Detail:
TSG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Infrastructure Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Azure, Microsoft Exchange, and firewall configurations. Having a solid understanding of these tools will not only boost your confidence but also allow you to speak knowledgeably during any discussions.
✨Tip Number 2
Prepare to demonstrate your problem-solving skills by thinking of examples from your past experiences where you've successfully resolved complex infrastructure issues. Being able to articulate these scenarios will show your capability to handle the challenges of the role.
✨Tip Number 3
Since this role involves customer interaction, practice your communication skills. Be ready to explain technical concepts in simple terms, as this will be crucial when liaising with customers and third parties.
✨Tip Number 4
Research TSG's company culture and values, as aligning with their ethos of service excellence and teamwork can set you apart. Mentioning how your personal values resonate with theirs during conversations can make a positive impression.
We think you need these skills to ace Infrastructure Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in infrastructure support, particularly in areas like networking, firewall configuration, and Windows server management. Use keywords from the job description to align your skills with what TSG is looking for.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific experiences that demonstrate your problem-solving abilities and customer service skills, as these are crucial for the Infrastructure Support Engineer position.
Showcase Relevant Skills: Clearly outline your technical skills related to server and network environments, virtualization, and desktop support. If you have experience with Azure or security technologies, make sure to highlight this, as it aligns with the job requirements.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects attention to detail, which is essential for the role you are applying for.
How to prepare for a job interview at TSG
✨Showcase Your Problem-Solving Skills
As an Infrastructure Support Engineer, you'll need to demonstrate your ability to diagnose and resolve complex issues. Prepare examples from your past experiences where you successfully tackled challenging problems, highlighting your logical approach and the tools you used.
✨Communicate Clearly and Effectively
Excellent communication skills are essential for this role. Practice explaining technical concepts in simple terms, as you may need to liaise with customers who aren't tech-savvy. Be ready to discuss how you've maintained clear communication during past incidents.
✨Familiarise Yourself with Relevant Technologies
Make sure you're up to speed with the technologies mentioned in the job description, such as networking, firewall configurations, and Azure services. Brush up on your knowledge of Microsoft Exchange and Office 365, as well as any backup solutions you’ve worked with.
✨Demonstrate Team Collaboration
Since this role involves working both independently and as part of a team, be prepared to discuss your experience in collaborative environments. Share examples of how you've mentored others or contributed to team success, reflecting TSG's core values of teamwork and service excellence.
