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Job Role: 2nd/3rd Line Support Engineer
Location: Berkshire (working from home at present)
Salary: £40-45k DoE plus excellent benefits
Permanent, Full time 35 hours per week plus call out schedule & site visits
Hours: 07:00 - 15:00 / 09:00 - 17:00 / 11:00 - 19:00 (agreed in advance)

We are looking for an eager and enthusiastic Infrastructure Engineer to join the managed service support team. This role will be working for an exciting mid-sized provider of IT Infrastructure Managed Services during a period of rapid growth with huge ambition to double in size over the coming years.

As the Azure expert in the business you will take an active part in the delivery of client projects, technical consulting functions, customer and internal reporting and associated admin required to deliver customer service excellence.

Clients include multinational financial services companies, banks and retail household names.

This role would be perfect for someone who is passionate about tech, loves to learn new technologies and has a proactive can do attitude to troubleshooting and customer service. 

As an ambitious and driven individual you will have the ability to grow and progress quickly within this business and be rewarded with excellent learning opportunities and personal growth.

Relevant experience is required in the following areas:

• Azure IaaS
• VMware ESXi
• VMware Horizon
• Office 365
• Windows Server Fundamentals (Active Directory, Group Policy etc.)

Experience in the following areas is also desirable:

• Virtualization: HyperV & VMM
• Cloud: Azure, AWS
• VDI: Azure WVD, Citrix
• Backup: Backupify, Veeam, EVault, Arcserve, BackupExec or similar
• Storage: Compellent, 3PAR, MSA, NetApp, Nimble
• Networking: Firewalls, routers, load balancers, switches
• Service Desk: ITIL v3 or v4

Key Responsibilities:

• Act as an escalation point for technical issues, resolving assigned cases in a timely fashion in line with SLA’s and KPI’s.
• Taking complete ownership of assigned cases throughout the lifecycle of the support requirement.
• Provide technical guidance and mentoring to other team members.
• Ensure that all support customer calls and incidents are handled effectively with regular client communication conducted throughout.
• React to alerts from monitoring systems within SLA.
• Ensure that all customer systems are patched and operating optimally.
• Directly deliver solutions to customer problems and, where necessary, organise the appropriate resource to deliver solutions in the fastest time possible.
• Liaise with the consultancy team to provide rapid solutions to customer and internal problems.
• Liaise with 3rd party vendors to ensure timely delivery of solutions and installation of replacement equipment to meet our SLA commitments to clients.

Ideal applicants will have strong technical skills and a background within a Managed Services environment, good attention to detail and very high standards

The successful candidate will:

• Have strong written and oral communication skills and a good telephone manner
• Self-starter, initiative-taker and be driven to achieve goals
• Possess the ability to manage and prioritise personal workloads
• Work well in pressured situations and work to deadlines

In return you will receive enhanced benefits:

• 25 days holiday
• 35 hour min working week
• Private health care (after probation)
• Annual pass to access training content
• Lots of personal growth opportunities

Dovetail. Big enough to deliver. Small enough to care.