Job Description

Infrastructure Engineer (3rd Line)

Are you an established 3rd line engineer looking for a new challenge?

Do you want to make the most of your existing private cloud skills?

How about the chance to be an instrumental part of the growth and development of a dynamic technical team?

An established Microsoft Partner in Hertfordshire are looking for an Infrastructure Engineer to join their established team to support their ongoing growth.

Role:

The role sits within the server and storage team and is heavily focused around private cloud solutions. A successful individual will need to have strong skills in virtualisation, SAN, PowerShell scripting and on-prem Exchange.

Responsibilities:

• Supporting the infrastructure – Working on issues raised by customers and internal teams, adhering to company and client processes to deliver an outstanding service experience.
• Supporting 2nd line team – You will be working on issues that have been escalated by the 2nd line team becoming the primary point of contact on that ticket. You will need to prioritise your work to ensure any failed IT service is restored as quickly as possible while providing regular updates on all your tickets. Providing communication to other areas of business about major problems and on-going issues.
• Liaising with 3rd party suppliers – Where necessary, request support from external suppliers and vendors regarding hardware and software support. Communicate updates to the customer and ensure 3rd parties meet their SLA targets.
• Achieving SLA targets – Managing your time to prioritise urgent tickets while ensuring all requests meet the contracted SLA.
• Customer Satisfaction – Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue. Working with internal teams to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers at all levels of the organisation.
• Documentation – Working within the team to ensure all documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s infrastructure, E-mails, and updating of system to aid the support process and allowing other parts of the business to effectively manage the end-to-end process. It is essential that data is accurate recording in the Help Desk System to ensure MSP can accurately report on services provided, ticket status, and activities undertaken

Essential:

• Expert in the use of PowerShell
• Expert knowledge of Microsoft Windows Server 2012 and above
• Expert knowledge of Hypervisors Hyper-V 2012 R2 and above and VMware
• vSphere 5.0 and above in an enterprise environment
• Expert knowledge of Microsoft Exchange Server 2010 and above
• Expert knowledge of Fibre channel Storage Area Networks, such as DELL Compellent
• Experience of patch management deployment/Windows Software Update Services
• Strong Customer service ethos

Desirable:

• Expert knowledge of SQL Server 2008 and above (including clustering)
• IT Qualifications an advantage
• MCSE/MCITP: Enterprise Administrator or Server Administrator/VCP or equivalent