At a Glance
- Tasks: Provide 3rd line support and maintain customer IT infrastructure.
- Company: Join Phoenix, a leader in digital transformation for UK organisations.
- Benefits: Enjoy hybrid work options and a supportive culture focused on skill development.
- Why this job: Be part of a dynamic team that values your growth and diverse perspectives.
- Qualifications: Experience in 3rd line support with strong technical knowledge and customer service skills required.
- Other info: BPSS check is mandatory; we encourage diverse applicants to apply.
The predicted salary is between 36000 - 60000 £ per year.
Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.
We are now looking for an Infrastructure Services Analyst to join our team and help deliver comprehensive 3rd line support services, including patching, monitoring, and maintenance of customer IT infrastructure.
What will you be doing?
- Provide 3rd line support to customers, resolving complex technical issues related to their IT infrastructure.
- Perform regular patching, monitoring, and maintenance activities to ensure the stability and security of client systems.
- Collaborate with team members and customers to troubleshoot and diagnose issues promptly, ensuring timely resolution.
- Work with technologies including the Microsoft stack, VMware, firewall vendors, storage vendors, backup vendors, and networking equipment.
- Utilize ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
- Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
What are we looking for?
- Current experience in a 3rd line support role within an MSP environment.
- Broad and up to date technical knowledge of key vendor products.
- Understanding of ITIL.
- Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met.
- Strong attention to detail in logging/updating support tickets and technical documentation.
- Excellent customer service skills & problem-solving skills.
- Experience and knowledge working with an ITSM tool.
- Ability to work in a fast-paced, shift-based work environment, and to adapt to changing priorities and demands.
Practical stuff
This role is located at our HQ in Pocklington (YO42) on a hybrid basis.
Following a screen with the Recruitment Team you can expect a two-stage interview process.
Important* BPSS Check: As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check.
If you’re still reading, we think there’s a strong chance you might be our kind of person. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the more successful we will be.
Contact Detail:
Phoenix Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Infrastructure Services Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as the Microsoft stack and VMware. Having hands-on experience or relevant certifications can significantly boost your confidence during interviews.
✨Tip Number 2
Brush up on your ITIL knowledge, as understanding IT service management principles is crucial for this role. Consider discussing how you've applied ITIL practices in previous positions to demonstrate your expertise.
✨Tip Number 3
Prepare examples of complex technical issues you've resolved in past roles. Being able to articulate your problem-solving process will showcase your ability to handle the responsibilities of a 3rd line support analyst.
✨Tip Number 4
Research Phoenix's company culture and values, as they place a strong emphasis on their people. Be ready to discuss how your personal values align with theirs during the interview to show you're a great fit for their team.
We think you need these skills to ace Infrastructure Services Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 3rd line support roles, particularly within an MSP environment. Emphasise your technical knowledge of key vendor products and any experience with ITIL.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and customer service experience. Mention specific technologies you have worked with, such as the Microsoft stack or VMware, to demonstrate your fit for the role.
Showcase Your Technical Skills: In your application, include examples of how you've used ITSM tools to manage customer tickets effectively. Highlight your attention to detail in logging and updating support tickets and technical documentation.
Prepare for Interviews: Research Phoenix and their Culture Blueprint to understand their values. Be ready to discuss how you can contribute to their goal of being the UK's leading IT solution provider, and prepare examples of how you've adapted to fast-paced environments.
How to prepare for a job interview at Phoenix Software
✨Showcase Your Technical Knowledge
Be prepared to discuss your experience with the Microsoft stack, VMware, and other relevant technologies. Highlight specific instances where you've resolved complex technical issues, as this will demonstrate your capability for the 3rd line support role.
✨Understand ITIL Principles
Familiarise yourself with ITIL concepts, as they are crucial for managing incidents and service requests effectively. Be ready to explain how you have applied ITIL practices in your previous roles to improve service delivery.
✨Demonstrate Problem-Solving Skills
Prepare examples of challenging problems you've encountered and how you approached them. Emphasise your ability to troubleshoot and diagnose issues promptly, showcasing your analytical thinking and customer service skills.
✨Emphasise Adaptability
Since the role requires working in a fast-paced environment, share experiences that highlight your ability to adapt to changing priorities. Discuss how you manage your time and workload effectively while maintaining high standards of incident ownership.