Escalation Infrastructure Support Analyst

Posted on Jun 11, 2019 by CV-Library

West Midlands (County), United Kingdom
Wholesale Trade
Immediate Start
£35k - £35k Annual
Full-Time
Working Hours

7am – 7pm for 2 days

7pm – 7am for 2 nights followed by 4 days off

Are you an Infrastructure Engineer looking to take that next step? If so then please contact us now as our client are a leading IT MSP in the midlands and they now seek an Infrastructure Engineer with an array of technical skills across their main vendors such as Microsoft, Citrix, VMware, NetApp, Dell EqualLogic, Cisco, Juniper and so on.

In absence of your line manager full responsibility for your team will fall on you so this is an opportunity for someone who is looking to have both the hands on technical side coupled with management/leadership from time to time.

Escalation Infrastructure Support Analyst / Infrastructure Engineer

Purpose of Role

As an Escalation Infrastructure Support Analyst, you will be among the most experienced of the 24/7 Infrastructure Team and will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. You will also be required to cover the ITSM role during any absence periods.

This position requires strong troubleshooting, problem-solving and technical skills across the whole range of company supported technologies.

Job Requirements

In this role, you will be required to

·Provide technical support hands on and remotely to our customers.

·Be an escalation point for 1st line analysts and for more in-depth cases Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.

·Work with your colleagues on the Client Services teams to effectively monitor customer systems and network performance, to process events and manage Incidents and Service Requests.

·Receive escalations from the Infrastructure Leads within the Client Services teams and act as overflow for these teams

·Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.

·Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.

During the absence of the ITSM and during dayshifts on weekends and bank holidays you will be required to:

·Manage and prioritise the distribution of work and overall workload of a team of infrastructure analysts.

·Ensure that work across the team is correctly classified and being prioritised in line with customer SLA or KPI requirements appropriate to the work type.

·Act as an initial escalation point for any operational escalations or formal complaints.

·Play an active part during any major incidents that may affect service to customers

·Monitor case breaches throughout the shift to ensure SLAs are adhered to.

·To make sure core duties and customer checks are monitored and actioned at the correct times.

·Manage and collaborate major incidents in the absence of a MIM.

·To make sure the SDAs are achieving target case closures during the shift

Escalation Infrastructure Support Analyst / Infrastructure Engineer

Skills Required

·A good understanding and working knowledge of the following is essential:

·TCP/IP and general networking skills such as routing, VLANs, Subnetting

·Desktop support of all current Microsoft desktop operating systems

·Server (Apply online only) Administration, troubleshooting and configuration

·DNS, DHCP – troubleshooting and configuration

·Backup technologies such as Backup Exec, Veeam, Commvault

·File / Print services, sharing, configuration and troubleshooting

·VMware administration and troubleshooting

·Active Directory administration, configuration and troubleshooting

·Group policy management and general usage

·SAN Storage technologies such as Netapp, Dell Equalogic, expanding volumes

·General all round good troubleshooting skills with a methodical approach

Skills Desirable but not essential

·Office 365 administration

·Hyper-V configuration and administration

·Citrix administration

Reference: 210201971

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