Infrastructure Engineer in Alton, Hampshire

Location: Carolina Court Doncaster, United Kingdom

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

Purpose of this role: Support and maintain the technical systems underpinning EUC services, support the integration of new services and retirement of legacy systems, collaborate technically with the wider organisation on agile initiatives.

Main Duties and Responsibilities:

• Accountable for running EUC services in a professional manner to provide a secure, cost effective service ensuring customer satisfaction.
• Responding to incidents and requests against agreed SLAs on EUC services and all tasks associated with running and maintaining the service.
• Monitor Service Now Dashboards and maintain call queues at acceptable level adhering to IS charter for call resolution.
• Troubleshooting on service issues and represent EUC at Incident Post Mortem and Change meetings.
• Monitor EUC systems for uptime as needed.
• Collaborate with other IS teams and business staff contacts to ensure maximum possible uptime for the live services.
• Report serious security or service issues as needed.
• Focus on customer satisfaction and maintain a quality service with professional interactions and appropriate behaviour.
• Ensure technical service documentation maintained and up-to-date.
• Work with service operations lead to commission new services and retire old services.
• Ensure representation when services are delivered to operational acceptance meetings.
• Highlight technical capability gaps and work with EUC Manager to develop training plans for service support staff.
• Report issues on data protection, backup process, data restoration, product lifecycle, system and software compatibility and work with EUC technical infrastructure specialists to plan route to resolution.
• Any other duties commensurate with the grade or deemed appropriate by the Infrastructure Platforms Manager.

Typical Routines:

• Monitoring and maintaining EUC services.
• Prioritising and escalating newly identified issues.
• Agile sprint inter team collaboration on organisational priorities.
• Resource and prioritise run and project work.
• Satisfying service requests and responding to users directly and informing internal business leads.
• Raising production system change requests and review changes.
• Generating reports to senior managers and providing KPI reports.
• Attend training and seminars extending technical skills.
• Updating system documentation.
• Proactively responding to vulnerability notifications.
• Attend meetings and take notes.

Internal Company Contacts: IS teams, IS team leaders, IS directors, Thales business managers and staff. Service Desk, EUS, Platforms teams, Network Support, Incident Management, Change Management, Problem Management, CSOC.

External Company Contacts: Thales customers, Technology Vendors, External Suppliers.

Person Specification:

Qualifications and Training:

• Bachelor Degree level education/experience.
• Five years minimum working in industry with proven track record required.
• Security clearance required.
• Desirable: VMware Certified Professional, MCSE, ITIL Foundation certificate.

Work Experience, Skills and Knowledge:

• Experience working within a large Agile/Lean organisation delivering customer focused support across secure technologically diverse environments.
• Desirable skills include: SCCM, Microsoft group policy administration, application packaging, VDI management, cloud services (AWS and Azure), networking, Linux, and more.

Qualities, Abilities and Aptitudes:

• Communicate effectively at different levels working collaboratively to a common goal.
• Lead by example with a commitment to continual service improvements and support the team and its staff.
• Willingness to work at detailed level and take direct action to resolve customer and user issues under own motivation.
• Needs a positive motivated attitude with a genuine desire to help the customer and give a good user experience.
• Professional attitude, being open and honest with a flexible approach to working hours and location.

At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring.

If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities.

Join Thales in the UK – Innovate with us and shape the future!