2ND Line Support Engineers (Shifts days and nights)

Shaw Daniels Solutions
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
Infrastructure Analyst/Engineer 24/7 cover

Birmingham based

Working a 24/7 shift rota (2 days on 2 nights on 4 days off)

£29,500 plus 20% uplift on shifts 31 days holiday (23 days holiday + 8 days bank holiday) + Pension + training + Certifications + Healthcare Scheme + Childcare Vouchers + Corporate Gym Membership + flexi benefits

My client are in the middle of a massive growth spurt and restructure and with this in need

of staff including an Infrastructure Analyst/Engineer. If you are currently in a similar role and looking to join a growing company then you need to contact us now.

As an Infrastructure Analyst, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.

Infrastructure Analyst/Engineer

Job Requirements

In this role, you will be required to

·Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.

·Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests. Receive escalations from the EUC Lead escalate effectively to achieve the highest level of customer service.

·Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.

·Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.

·Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.

·Provide on call cover on a rotation basis with the rest of the team to ensure customers have 24x7 coverage where required.

·Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.

·Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.

·Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line.

·Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.

·Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs

Infrastructure Analyst/Engineer

Technical Experience

·Several years of experience in troubleshooting relevant, common technologies such as:

·Microsoft Windows Operating Systems including Active Directory, Group Policy.

·Virtualisation (e.g. Vmware, MS Hyper-V)

·Enterprise Storage (e.g. Netapp, Dell EqualLogic)

·Microsoft Exchange.

·Networking (basic configuration of firewalls, routers and switches)


This job was originally posted as www.cwjobs.co.uk/job/79175065