Infrastructure Manager

I am currently recruiting for an Infrastructure Support Lead to work for an an award-winning IT services and technology partner who are dedicated to delivering the best customer focused services through their innovative and talented teams. My client are looking for someone who will key role in the delivery of high quality technical support for the business and the customer.

 

Responsibilities

• Act as a Senior Technical analyst within the team providing highly-technical oversight for the team, both on troubleshooting and technical recommendations. Bringing a wealth of experience and exposure to a wide range of technologies you will be expected to mentor and assist your team on all technical escalations.
• Lead a team of Infrastructure Analysts and maximise the use of in-house systems to provide a highly customer focused and professional Service Desk function, ensuring all line management responsibilities are completed including Monthly 1-2-1s
• Act as a Technical Escalation point for all Infrastructure based Incidents, Requests, Problems and Events and also receive escalations from the EUC Lead escalate effectively to achieve the highest level of customer service.
• Work in conjunction with the Technical Services Lead to ensure customers environments are documented, maintained and supported to meet the contractual level as a minimum.
• Identify any inefficiencies across the processes and highlight to the SOM any potential improvements to Systems and Processes.
• Communicate fully and effectively with customers throughout the case 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.

• Microsoft Windows including Active Directory, Group Policy.
• Virtualisation (e.g. VMware, MS Hyper-V)
• Enterprise Storage (e.g. NetApp, Dell EqualLogic)
• Microsoft O365 / Exchange.
• Networking (basic configuration of firewalls, routers and switches)
• Cloud Technologies e.g. Azure IaaS / PaaS