Infrastructure Support Engineer - DV - London

• Infrastructure Support Engineer
• Role Purpose

The role holder is self‑sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple stakeholders.

The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users.

The role holder also delivers low to medium complexity work packages as part of customer implementation projects.

Your role

We are looking for an Infra support engineer to provide Service Desk Support, joining our Service Team of 1st and 2nd Line engineers.

Your role will involve assisting high profile user community, with daily contact with customers and stakeholders, via incident logging applications.

• Key Accountabilities
• Technical Capability – works within a team with some supervision supporting end users with technical queries relating to several products / systems (e. g.

Microsoft products, operating systems, networks, applications, PCS).

• Business Awareness – develops an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
• Process – follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.

Documents actions taken to resolve enquiries.

• Problem Solving – takes ownership for listening to and understanding the customer's problem.

Escalates and/or gains support where necessary to resolve the problem.

Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.

• Service Level – escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

Monitors performance through statistical reporting and analysis.

• Team Working – acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
• Professional Development – takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.
• Key Performance Indicators
• Technical Assessments.
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver service.
• Improvement / enhancements to service delivery.
• Known errors with workarounds or fixes loaded in knowledge database.
• Percentage of customer problems resolved within required timescales.
• Meets service level requirements.
• Feedback from colleagues, manager and customers.
• Contribution to service improvements.
• Up to date personal learning plan.
• Core Windows Server Technology
• Windows updates via WSUS
• Understanding of GPO and Active Directory
• DNS
• Active Directory
• User Account Management
• DFS
• Analysis of Windows Log Files
• Veritas Net Backup, backup scheduling and media management
• WIN11 VDI's
• Horizon Brokers
• Veeam
• HCI Solution
• IDAM
• Oracle/SQL
• WIN7 Workstations.
• Exchange 2013 on Windows 2008 Server
• VMWare and Knowledge of Server infrastructure, VMware Technologies
• Open VMS
• Security Clearance

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply.

Successful applicants will be required to be security cleared prior to appointment which can take a minimum 18 weeks.

Equal Opportunity

We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply.

If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

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