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- Tasks: Solve complex infrastructure issues and provide exceptional customer support.
- 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 trusted team with a culture of growth and service excellence.
- Qualifications: Experience in server and network environments; strong communication skills required.
- Other info: This is a hybrid role with opportunities for career development.
The predicted salary is between 28800 - 48000 £ per year.
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Infrastructure Support Engineer, Newcastle upon Tyne
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Client:
TSG
Location:
Newcastle upon Tyne, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
20410ceeba03
Job Views:
6
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
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 handling escalations. You should be comfortable diagnosing, troubleshooting, and resolving tickets related to customer infrastructure such as networking, firewall configuration, and storage solutions, with proven experience in Windows server infrastructure. The role requires the ability to work in a high-paced environment and to provide an exceptional customer experience, whether working as part of a team or independently. You will also provide end-user support, including dealing with third-party application support, VPN connectivity, and general troubleshooting. Experience with backups is desirable but not essential. This is a hybrid role with some office attendance required.
Who are we?
TSG (Technology Services Group) is a Managed IT Services provider servicing UK-wide businesses. We pride ourselves on delivering exceptional customer service, reflected in our high NPS score of +80. Our core values are Team TSG, Service Excellence, and Shared Growth, which guide our mission.
Why work for TSG?
We foster a trusted, open, and fair culture, recognized as one of the UK’s Top 50 Large Companies and Top 15 Technology Companies to work for, with a 2-star employee engagement rating. Benefits include open feedback culture, wellbeing initiatives, social events, CSR days, charity fundraising, environmental responsibility, flexible working, dress code, and career development opportunities.
Responsibilities include, but are not limited to;
- Responding to customer tickets within SLA
- Communicating regularly with customers regarding incidents/requests
- Diagnosing and resolving incidents using remote access tools
- Updating ticketing systems with detailed notes
- Liaising with partners and third parties
- Acting as an escalation point for junior staff
- Maintaining high-quality service
- Mentoring and coaching team members
- Creating best practice documentation
Knowledge, Skills & Experience;
Essential:
- Full UK, clean driving license
- Strong knowledge of server and network environments
- Virtualization experience
- Desktop support experience
- Firewall, anti-virus, security technologies
- Microsoft Exchange and Office 365
- 2nd line Azure tenant support
- Managing small Azure projects
- Customer service skills
- Relationship building skills
- Excellent communication skills
- Attention to detail
Desirable:
- 3+ years server, 5+ years desktop experience
- Experience with cloud backup solutions
- Knowledge of on-premise backup technologies
- Hosted telephony, Routing, and Switching
- Anti-virus software like Sophos, Microsoft Defender
- Storage technologies (SAN, NAS)
- Microsoft certifications
Benefits;
- Company bonus scheme
- 25 days annual leave + public holidays
- Life assurance 4x salary
- Contributory pension scheme (4% match)
- Electric Vehicle Salary Sacrifice
- Perkbox discounts
- Paid CSR days
- Company sick pay
- Income protection
- Enhanced maternity/paternity pay
- Home/hybrid working
- Long service benefits
- Cycle to work scheme
- Recognition scheme
If this role interests you, please apply today.
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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 Windows server infrastructure, networking, and firewall configurations. Being able to discuss these topics confidently during an interview will demonstrate your expertise and readiness for the role.
✨Tip Number 2
Highlight your problem-solving skills by preparing examples of past experiences where you successfully resolved complex infrastructure issues. This will show that you can handle the challenges that come with the position and provide exceptional customer service.
✨Tip Number 3
Since this is a hybrid role, be ready to discuss your experience with remote support tools and how you manage your time effectively when working both in the office and remotely. This will reassure the employer of your adaptability and commitment.
✨Tip Number 4
Research TSG's core values and culture before your interview. Be prepared to explain how your personal values align with theirs, particularly around service excellence and teamwork, as this will help you stand out as a candidate who fits well within their organisation.
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 with Windows server environments and networking. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and customer service experience. Mention specific examples of how you've resolved complex infrastructure issues in the past.
Highlight Relevant Skills: In your application, emphasise your knowledge of server and network environments, as well as any experience with virtualization and desktop support. This will show that you meet the essential criteria for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for this role.
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 tackle complex issues. Prepare examples of past challenges you've faced and how you resolved them, focusing on your thought process and the tools you used.
✨Communicate Clearly and Effectively
Excellent communication is key in this role. Practice explaining technical concepts in simple terms, as you may need to interact with customers who aren't tech-savvy. This will show your ability to provide exceptional customer service.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of networking, firewall configurations, and Windows server infrastructure. Be ready to discuss your experience with these technologies and any relevant projects you've worked on, especially in a hybrid work environment.
✨Demonstrate Teamwork and Mentoring Abilities
Since the role involves mentoring junior staff, be prepared to discuss your experience in team settings. Highlight instances where you've supported colleagues or contributed to team success, showcasing your collaborative spirit.
