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Infrastructure Engineer

T Tech
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Job Details

Purpose of the Job

To resolve complex customer issues and to maintain proactively the customers' infrastructure to ensure that it is robust, reliable and fit for purpose.

Main Duties And Responsibilities
  • Problem Resolution
  • Provide Tier 4 support for the Service Desk on a rotational basis, diagnosing the cause of the IT problems escalated by Service Desk Analysts in order to identify the most appropriate fix
  • Assess alternatives to resolve the problem and deploy the most effective, robust resolution
  • Check that the problem is fully fixed and has not had any adverse impact on any other matters
  • Identify recurring problems, determine the cause and implement the correct resolution
  • Implement and advise on the best process and technologies to maximise training, efficiencies and consistency of the service desk and operations teams
  • Follow the company's agreed processes in relation to problem resolution and escalation to minimise the chances of inadvertent errors.
Information Recording
  • Log client problem issues accurately and fully in service desk system
  • Keep accurate records of time worked on issues in Company's time recording system
Customer Service
  • Interact professionally with customers and colleagues at all times, ensuring that the customer is fully satisfied with the service provided
  • Platform - monitor, manage and improve the T-Tech cloud services platforms to at least the minimum contracted levels outlined in the customer agreements incorporating, capacity, consumption, availability, and performance
  • Systems Admin - evaluate, deploy and manage system management and improvement technologies and processes to drive efficiency and automation in a multi-tenant model
Personal and Team Development
  • Proactively manage own personal development through passing of partner certification exams and constantly developing technical knowledge through on the job enquiry.
  • Coach and mentor Service Desk Analysts, Field Engineers and On-site Engineers to improve their technical knowledge and ability to resolve problems to enable issues to be resolved at the first point of contact
Common Responsibilities
  • Maintain up to date knowledge of T-Tech's operational procedures and Employee handbook and comply with the requirements
  • Work collaboratively with team members
  • Participate fully in company-wide initiatives
  • Undertake other duties as may reasonably requested by management
Person SpecificationEducation / Qualifications
  • Preferably degree educated
  • At least 1 certification in Microsoft Azure, Office 365 or Server Technologies
  • A minimum of 3 years working in IT support at least one of which working for a service provider
  • Proven experience of managing servers for organisations of 50+ users.
  • Experience of working in an ITIL environment
  • VMware & Vsphere including creation and installation of virtual servers from scratch in a live environment
  • FortiGate or HP networking exposure
  • Layer 3 networking including management of routing between subnets
  • Microsoft Exchange Online / On prem management
Knowledge And ExperiencePersonal Qualities and CompetencesExcellence Needed Vital to role
  • Customer Service
  • Quality Focus
  • Research & Evaluation
  • Problem Solving
  • Attention to Detail
Needed consistently important to the role
  • Decision Making
  • Influencing & Persuasion
  • Strong Oral and Written Communication
  • Multi-Tasking
  • Working under pressure
  • Design and Implement Process
The CompanyWhat we can offer you
  • Competitive salary depending on your experience and skills
  • Pension after 3 months of employment - T-Tech will match employee contributions up to 4% of salary
  • Life Assurance to provide security for your family, 3x salary
  • Income Protection to provide an income in the event of long term illness
  • Holiday 23 days' per year
  • Learning environment; the opportunity to work alongside experts in the latest technologies
  • Training we have CBT nuggets
  • We care about your happiness We use Friday Pulse
  • Quarterly events and more, Go-Karting, Games nights, boat parties, Crystal Maze and escape rooms are our style!
  • We care what you think Suggestion Box platform
  • Medical cashback with BUPA
  • Exceptional career progression opportunities
About T-TechT-Tech is one of the fastest growing IT Consultancy, Support and Cloud Service providers in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimise day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we're about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.

Our business focuses on 6 areas of service Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.

T-Tech has created a working environment that is personally and professionally challenging and enjoyable. At T-Tech you will be joining a talented team that values your input and knowledge. We are looking for highly motivated, talented individuals to join us in realising our vision.

Our ValuesService CentricWe put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.

UnitedWe succeed as a team, pulling together to achieve our goals. We understand and respect others' views and perspectives. We communicate openly with each other, sharing, challenging and supporting.High StandardsWe take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.

AgileWe are agile in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.
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