Infrastructure Engineer

Position Summary
The role will oversee all managed endpoints, independently resolving issues and taking proactive steps to prevent future problems. Responsibilities include patching, performing updates and upgrades to servers, workstations, network devices, applications, and operating systems, as well as carrying out routine maintenance. The position is also heavily involved in high-level security activities, backup and disaster recovery (BDR), and ensuring 24x7x365 system reliability. The goal is to address customer issues promptly and maintain a robust, reliable, and efficient infrastructure.

Job Details
Hybrid
Monday to Friday, 8 am – 5 pm UK Time
Will Follow UK Holidays

Main Duties and Responsibilities

1. Problem Resolution:

a. Provide Tier 3-4 support for the Service Desk, diagnosing the cause of the IT problems escalated by Service Desk Analysts to identify the most appropriate fix

b. Assess alternatives to resolve the problems and deploy the most effective, robust resolution

c. Check that the problems are fully fixed and have no adverse impact on any other matters

d. Identify recurring problems, determine the cause, and implement the correct resolution

e. Implement and advise on the best process and technologies to maximise training, efficiencies and consistency of the service desk and operations teams

f. Follow the company’s agreed processes in relation to problem resolution and escalation to minimise the chances of inadvertent errors.

g. Ensuring accurate and timely resolution of incidents and requests in line with published Service Level Agreements (SLA’s).

h. Manage ticket queues to ensure a high level of customer service and a balanced workload for team members

i Manage customer escalations and conflicts to resolve immediate issue and rebuild customer trust.

j Ensure incidents and requests are escalated into the Team and within the team as and when required

2. Infrastructure:

a. Platform – monitor, manage and improve the T-Tech & customer cloud services platforms to at least the minimum contracted levels outlined in the customer agreements incorporating, capacity, consumption, availability, and performance

b. Systems Admin – evaluate, deploy, and manage system management and improvement technologies and processes to drive efficiency and automation in a multi-tenant model

c. Support the Professional Services team in any project Deployments and carry out delegated mini projects

3. Major Incidents:

a. In the event of a major incident, assume management of the incident whilst Infrastructure Team is providing the core service allocating responsibilities appropriately to other team and company colleagues and acting as the primary communication channel internally.

b. Ensure that incident reviews are undertaken, written up and the lessons learned implemented

4. KPI’s:

a. In support of Head of Technology, build and improve on KPI’s used to measure services we monitor, maintain, and support and also hold the team accountable to their own personal KPIs to provide quality and timely support.

5. Information Recording:

a. Log client problem issues accurately and fully in the ITSM Tool

b. Keep accurate records of time worked on issues in Company’s time recording system

6. Customer Service:

a. Always interact professionally with customers and colleagues, ensuring that the customer is fully satisfied with the service provided

7. Personal and Team Development:

a. Proactively manage own personal development through passing of partner certification exams and constantly developing technical knowledge through on the job enquiry.

b. Coach and mentor Platforms Engineers including NOC, 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

8. Common Responsibilities:

a. Maintain up to date knowledge of T-Tech’s operational procedures and Employee handbook and comply with the requirements

b. Work collaboratively with team members

c. Participate fully in company-wide initiatives

d. Undertake other duties as may reasonably requested by management

Qualifications & Experience

• Relevant IT degree preferred, plus at least one MCP Server certification

• ITIL 4 Certified

• Recent professional certifications in Microsoft (Office 365/Azure), VMware, or similar technologies demonstrating ongoing technical growth

• Proven participation in management or leadership training

• Minimum of 5 years’ senior IT support experience, including at least 1 year with a service provider

• Strong experience managing both on-premise and cloud infrastructures

• Experience working within an ITIL environment

• Previous experience as a Team Leader in a Managed Service Provider

• Track record of leading change and implementing process improvements

Key Personal Qualities & Competencies

• Excellent customer service orientation

• High attention to quality and detail

• Strong research, evaluation, and problem-solving skills

• Effective management of others

• Sound decision-making and judgment

• Ability to influence and persuade

• Strong oral and written communication skills

• Ability to multitask and work under pressure

• Capability to design, implement, and improve processes