3rd line Infrastructure engineer

Expiring today

London, South East England
23 Jul 2017
22 Aug 2017
Contract Type
Full Time
My client based in Wembley is going through a large transformation and due to continued growth a position has arouse as a 3rd line Infrastructure engineer. This is a fantastic opportunity to be a pivotal part of a team that is expanding.
Role Description
The role of Infrastructure Services Expert is to provide 3rd and some 2nd line support for all customer services (internal and external) in infrastructure service support operations including some level of server hardware, server operating systems, application design, installation and troubleshooting in accordance with Company procedures as per ISO/QMS standards for Incident, Problem, Change, Release and Configuration Management to defined customer service levels.
*To ensure quality and timely delivery of all support services
*To provide delivery on pre-sales (solutions), engineering and projects
*To attend pre-sales meetings to assist in developing solutions
*To fill the gap between Specialist and Consultants when required
*Ensure all work is documented correctly
*Comply with ISO Procedures
Personal Responsibilities
*Notify team leader of any issues arising from delivery of responsibilities
*Inform Service Management of all customer complaints, accolades and SLA exceptions (with mitigation or explanations) as they occur
*Follow Server Support procedures that comply with Quality Management Processes in conjunction with operating staff
*Follow controls and documentation procedures
*Be aware of and comply with all client processes when working on client site i.e. Change Control Process, Health & Safety Policy
*Complete all documentation required and follow all processes for the area
*Adhere to all documentation standards and processes
Support Team leader in:
*Planning and reviewing activities ensuring that a quality service is provided
*Planning, developing and implementing effective strategies, policies and procedures to achieve short and long -term plans and objectives
*Promoting quality achievement and performance improvement throughout the department
*Considering the application of environmental and health and safety standards
*Producing a strategy for the area in line with the business strategy
*Planning service improvements when required
*Liaising with projects team and customer on matters relating to work remit
*Delegate work appropriately and effectively as an assignor when needed
*Training and transfer of knowledge through the Academy
Customer Service
*Follow standards of service for customers or clients
*Assist in managing client expectations in relation to delivery and project requirements
*Provide technical advice and support to customers and other teams
*Build and maintain relationships with customers and clients for your area
*Represent your team to the business and clients
*Forward details of all customer complaints and responses to the Quality Assurance Manager for inclusion in the Quality File as they occur
Technical responsibilities
*Deliver 3rd and some 2nd line support activities and duties
*Input to project co-ordinators and managers to help produce proposals for work undertaken on behalf of the customer to be delivered by the team
*Deliver quality pre sales solutions and projects
*Attend meetings as required based on work being undertaken
*Escalate quality matters to team leader
*Assist fellow team members in identifying solutions to problems
*Be flexible and be able to work out of hours when necessary
*Is able to analyse, diagnose, troubleshoot problems, within set SLA`s
*Able to work methodically and logically.
*Is able to communicate effectively, both orally and in writing.
*Ability to learn quickly and to follow processes
*Identifying and responding to calls in a professional manner.
Key Measurements
*All timesheets for self to be completed accurately and submitted by the target date
*All Quality Documents; i.e. callout sheets, project sheets, etc and other agreed documentation to be submitted by the target date
*Update any system with relevant information pertinent to the job; e.g. Helpdesk System
*Quality assessments will be performed during random interval to ensure quality standards are met
*Refer to Balanced Scorecard periodically for updated KPI.
Technical skills
*Operating Systems - Microsoft 2003/2008/2012 Server, Linux (Linux+ Certification or equivalent experience may be accepted)
*Virtualisation - VMware 6.x, Hyper-V
*Citrix -XenApp 6.x, 7.x XenDesktop 6.x, Netscaler 10.x, 11.x
*MS Exchange 2010, 2013, O365 Hybrid environment email systems
*MS SQL 2008, 2012
*Experience with Apache, Tomcat, Nginx, IIS
*Backups solutions using Veritas and Symantec products: BackupExec and NetBackup, Veeam, Ahsay, Acronis.
*Symantec, McAfee, Trend and Sophos anti-virus systems
*Network and server performance configuration and monitoring using products such as Nagios, Nable, MS SCOM and MS SCCM.
*Systems reporting and analysis, providing server optimization and best practices guides.
*In-depth knowledge of HP, IBM and Dell from entry-level to enterprise-level servers and SAN storage
*Switching and Routing - CISCO 2960, 3750, 2821, 2851, 6504e, HP ProCurve, 3COM, Netgear
*Experience with CISCO ASA, Checkpoint, SonicWall E-Class, Juniper
*Web Filtering - WebSense, CISCO Ironport
*Experience with Standardized Service Management Methodologies such as ITIL
Training and Qualifications
*Microsoft Certified Solutions Expert (MCSE) on Microsoft Windows 2008 (but preferably 2012)
*Microsoft Certified Systems Administrator: Messaging (MCSA) on MS Windows 2003
*Linux+ Certification
*IBM Certified Solution Architect - Cloud Computing Infrastructure or similar
*Citrix Certified Administrator (CCA)
*VMware Certified Professional VCP 5 (or better 6)
*Citrix XenDesktop 7 Solutions
*5-10 years' experience in a 3rd line role

If you are interested in the role please call Matthew Parker on or email

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