Infrastructure Support Engineer

TSG; North East; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A Managed IT Services company in the UK is looking for an experienced Infrastructure Support Engineer to diagnose and resolve complex infrastructure issues while providing exceptional customer support. Strong problem-solving and communication skills are essential. This hybrid role requires you to work at the office several times per week. The ideal candidate will have experience in server and network environments, as well as knowledge of Microsoft Exchange and Office 365.

Benefits

Company bonus scheme

25 days annual leave + public holidays

Life assurance and pension

Electric vehicle scheme

Flexible working

Qualifications

• Strong knowledge of server and networked environments.
• Experience with Microsoft Exchange and Office 365.
• Ability to work in a fast-paced environment.

Responsibilities

• Responding to customer tickets within SLA.
• Diagnosing and resolving incidents using remote access tools.
• Maintaining high-quality customer service.

Skills

Problem solving

Communication skills

Customer service

Knowledge of server environments

Network troubleshooting

Virtualization

Job description

About the role;

As an Infrastructure Support Engineer, you will be a strong problem solver with excellent communication skills, experienced in resolving complex infrastructure issues and handling escalations. You will diagnose, troubleshoot, and resolve tickets related to customer infrastructure such as networking, firewall configuration, storage solutions, and Windows server infrastructure. The role requires the ability to work in a high-paced environment and to provide an exceptional customer experience, working both independently and as part of a team. Additionally, you will provide end-user support, including dealing with third-party application support, VPN connectivity, and general troubleshooting. Experience with backups is preferable but not essential. This is a hybrid role requiring attendance at the office several times per week for team collaboration.

Who are we?

TSG (Technology Services Group) is a Managed IT Services provider servicing UK-wide businesses. We are committed to delivering exceptional customer service, evidenced by our world-class NPS score of +80. Our core values are Team TSG, Service Excellence, and Shared Growth, which guide our mission and operations.

Why should I work for TSG?

Our people are our greatest asset. We foster a trusted, open, and fair culture, recognized as one of the UK’s Top 50 Large Companies and Top 15 Technology Companies to work for. We have a 2-star accreditation for outstanding employee engagement and offer various benefits including wellbeing initiatives, social events, CSR days, charity fundraising, environmental responsibility, flexible working, and career development opportunities.

Key responsibilities include, but are not limited to;

• Responding to customer tickets within SLA
• Communicating regularly with customers regarding incidents and change requests
• Diagnosing and resolving incidents using remote access tools
• Updating ticketing systems with detailed notes
• Liaising with partners and third parties to resolve incidents
• Acting as an escalation point for Service Desk Agents and junior engineers
• Maintaining high-quality customer service
• Mentoring and coaching team members
• Creating best practice guides and documentation

Knowledge, Skills & Experience;

Essential:

• Full UK, clean driving license
• Strong knowledge of server and networked environments
• Virtualization experience
• Desktop support experience
• Understanding of security technologies
• Experience with Microsoft Exchange and Office 365
• Experience with 2nd line Azure tenant support and managing small Azure projects
• Excellent customer service and communication skills
• Ability to work in a fast-paced environment and independently

Desirable:

• 3+ years server and 5+ years desktop experience
• Experience with cloud backup solutions and on-premise backup technologies
• Hosted telephony, routing, and switching experience
• Enterprise antivirus software knowledge
• Microsoft Associate certifications

Benefits include;

• Company bonus scheme
• 25 days annual leave + public holidays
• Life assurance, pension, electric vehicle scheme, discounts, CSR days, sick pay, income protection, enhanced maternity/paternity pay, flexible working, long service benefits, cycle scheme, recognition scheme

If this sounds like the role for you, please apply today to be considered.