Infrastructure Engineer - 2nd to 3rd line - Enterprise level client - Huddersfield based

Interface Recruitment UK; Huddersfield; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking an Infrastructure Engineer to enhance their team. This role focuses on providing 2nd to 3rd line support and involves managing incidents, mentoring staff, and collaborating with both internal teams and clients. Strong problem-solving skills and a technical background in Microsoft services and networking are essential. The position is based in Huddersfield, UK and presents an opportunity for career growth in an enterprise-level environment.

Qualifications

• Experience in 2nd/3rd line support roles.
• Ability to mentor and lead a technical team.
• Strong experience with Microsoft services and networking.

Responsibilities

• Resolve 3rd line incidents and requests.
• Lead and support the infrastructure team.
• Manage ticketing system to ensure high customer satisfaction.

Skills

Second/Third line support background

Root cause fault analysis

Network devices and firewalls management

Mentoring and providing technical lead

CCNA

MCSE or MCSA

MCITP

VMWARE ESXi

ITIL

SQL

Cisco ASA Firewalls

Avaya Switches

Job description

Infrastructure Engineer – 2nd to 3rd line – Enterprise level client – Huddersfield based

Region

West Yorkshire

We are looking for a senior technical person to join our team as an Infrastructure Lead who will report to the IT Manager. This is a great opportunity for an experienced technical support person who is interested in moving into management.

A presentable and highly organised individual, with a keen attention to detail and a methodical approach to their work including a logical approach to problem solving. An effective communicator, able to deal with colleagues and potentially suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines as well as the drive to expand their knowledge as appropriate.

Qualifications

• Ideally from a Second/Third line support background – Desktop Services / Server Support
• Experience of root cause fault analysis and problem management on Microsoft services based infrastructure
• Experience in managing and implementing network devices and firewalls
• Experienced with supporting a wide variety of business customers with a wide range of technical ability
• Able to mentor and provide a technical lead to the Infrastructure team
• Able to manage the distribution and escalation of support tickets and changes
• Experience leading a technical team
• CCNA
• MCSE or MCSA
• MCITP
• VMWARE ESXi 5.0, 5.1 and 6.0
• ITIL
• Experience working with SQL
• Experience working with Cisco ASA Firewalls
• Experience working with Avaya Switches

Responsibilities and Expectations

• To participate in induction and training programmes as requested
• To attend training courses when arranged, and read relevant material as distributed by colleagues
• Resolving 3rd line incidents and requests
• Taking ownership of end user faults and bringing them to a successful resolution
• Ensuring all tickets are resolved to a high level of customer satisfaction
• Providing regular feedback to users regarding the status of their tickets
• Providing exceptional communication between the Infrastructure Team, end users and resolver groups
• Effective ticket management and tracking using the Remedy ticket logging system
• Proactive Management of tickets raised with 3rd party resolver groups
• Utilising various remote takeover tools when necessary
• Liaising and assisting Field Engineers on client sites
• Ensuring all tickets are categorised to correct standards
• Following Security admin and information security processes
• Acknowledge and be prepared to act upon change as directed
• Undertake additional training and assessment as required
• Participate, or if appropriate, initiate new ideas, projects and trial within the group
• Lead, mentor and support the infrastructure team
• Responsibility for the day to day end user IT support needs of the company
• Assist in testing and implementation of company systems
• Serve as main point of escalation for all IT support and helpdesk functions
• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to appropriate resource and manage the support queues
• Identify and elevate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports as requested
• Stay current with system information, changes and updates
• Carry out ad-hoc data functions as required by the IT Manager
• Any other ad hoc tasks that are requested from time to time to include other departments