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    Infrastructure Engineer - Brighouse, United Kingdom - Careers Plus

    Careers Plus
    Careers Plus Brighouse, United Kingdom

    1 week ago

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    Description

    Job Description

    3rd Line Engineer, Brighouse, West Yorkshire

    • Hybrid 4 days in the office 1 at home
    • Normal working hours are 7.5 per day between 8am – 5.30pm
    • 25 days holiday plus bank holidays – increases with service
    • Life Assurance
    • Pension
    • Simply Health
    • Perkbox

    The client

    We are working with a specialist IT MSP, they specialise in delivering IT Support Services to Law Firms across the UK.

    Main purpose of the job

    Troubleshoot and resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout.

    Key Tasks and Responsibilities

    Responsible for troubleshooting any technical issues that have been escalated through the helpdesk.

    Act as troubleshooting lead for high level technical issues, high priority tickets and MSO's

    Visit client's sites as and when required

    Manage own time effectively and ensure all time spent on client jobs is logged

    Ability to report at all levels in the chain of command

    See Technical Escalations through from beginning to end

    Escalating tickets that need 3rd line resource into 3rd line queue and resolving

    Escalating tickets to Ops team in good time where required to ensure satisfactory resolution

    Maintaining the 3rd line and escalations queue to resolve issues as quickly as possible

    Logging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed

    Communicate accurately and within good time both internally and externally

    Flag areas of risk / improvement within the firm if identified

    Train other members of the team in all things technical

    Provide out of hours technical support to clients (typically 1 in 3 weekends)

    Personal and Team Responsibilities

    Excellent time management and communication skills

    Follow the helpdesk process and set an example for other employees

    Be approachable – ensure employees feel comfortable to ask for assistance

    You should always be thinking long term fixes and not short term.

    Excellent troubleshooting and triage skills.

    Technical Experience

    Must have:

    Hands-on experience with Virtualization technologies including the setup and maintenance of Windows VMs (VMWare, Hyper-V)

    Cloud technologies and concepts (1. RDS 2. Azure 3. Citrix)

    Expert, hands-on networking experience in configuring and maintaining routers, firewalls, and switches

    Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting)

    Administration and setup of Windows Server 2012/2016/2019/2022

    Wifi Solutions

    Exchange and 365 tenant administration

    Desirable:

    Hands on experience of storage technologies (SAN)

    Printer setup and administration

    VOIP Technologies

    Automation – PowerShell or other

    Azure and Intune configuration and administration



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