IT Infrastructure Support Engineer

Recruiter
SHACKLETON TECHNOLOGIES LTD
Location
Dundee
Posted
14 Dec 2018
Closes
13 Jan 2019
Contract Type
Permanent
Hours
Full Time
Shackleton Technologies are a trusted and established Managed Service Provider (MSP) with offices in Dundee & Edinburgh supporting some of the most renowned brands across Tayside, Fife & Edinburgh. Focusing on clients who understand the value of their IT we work closely with them to deliver IT strategy & planning, alignment against industry standards, proactive management along with IT support and project delivery. Due to continuous growth, we are looking for an experienced IT Infrastructure Support Engineer to provide both remote and onsite 3rd line IT infrastructure support for our Managed Service Provider client base. Role Overview The purpose of this role is to assist the existing support team by lessening the impact of major or recurring issues and ensure our clients receive the high levels of client service we are passionate about. Within this role, you will be responsible for key areas of the support function. Key Responsibilities: Major Incidents - Managing and recovering major incidents including system failure, ransomware infections and any issues which have a severe impact on our clients’ business. Recurring Issues - Taking ownership of recurring or problem issues to investigate, diagnose and resolve or propose a solution to stop the issue re-occurring. Complex Issues - Issues requiring advanced knowledge or where requiring an extended time to complete, you will work with existing support staff to ensure the impact of these is minimal. Support Team - As a senior support engineer, you will be required to assist existing support staff where help is needed. Project Work - You will be required to assist existing project engineers with project delivery. Shackleton Standards - You will also be involved in reviewing and refining our internal standards we align our clients against. Skills and Experience: MSP/IT Helpdesk - Managing & Supporting multiple client sites within an SLA driven environment. Level 3/Escalations - Being the last line of support for clients & colleagues. IT Infrastructure -Supporting server and network hardware as well as firewalls and internet connectivity. Microsoft - Supporting Microsoft Windows Server & Desktop operating systems, server and desktop applications and Microsoft Office 365. Salary & Rewards: The expected salary for this role is between £30,000 and £35,000 and is negotiable based on experience. Additional benefits include: 28 days holidays (increases over time). Company pension scheme. Up to five times death in service. Commission from sales leads. Dedicated Training & Development Time. Pool car available. Additional Information: Our head office is in Dundee, which is where the majority of our staff are based. We are open to having the selected candidate based in Aberdeen, Edinburgh or even to work from home should their circumstances allow. We would, however, need this person to be based in our Dundee office for at least the first month for on-boarding and training to allow them to understand the way we work. They would also have to be able to provide onsite support, where required, for our clients. Most of our clients are in the Tayside area but do have clients in Aberdeen and Edinburgh. We need to highlight that relevant experience is key in this role. There is a need for someone who can support, diagnose and fix IT infrastructure issues rather than manage and deliver IT infrastructure projects. The role will allow you to develop a variety of skills that will contribute to your entire career while working with a team of talented engineers who help our dynamic range of customers. Training and development is embedded within our core values, and we actively encourage employees to develop and move into new roles, especially as our business grows. If you meet the outlined skills and experience, apply by sending your CV and covering letter. (We respectfully request no speculative calls or CV’s from agencies please)

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