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Infrastructure Engineer

Acora Ltd
Job LocationShirley, Solihull
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Acora OverviewWe are a UK based, award winning, IT services and technology company with over 25 years experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support.Purpose of Role- Infrastructure EngineerAs an Infrastructure Support 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.Job Responsibilities - Infrastructure Engineer

  • 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 other members of the Service Desk, escalate effectively to achieve the highest level of customer service.
  • Communicate effectively with customers throughout the ticket 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 escalation cover out of hours.
  • On occasion you may be tasked with completing pre-defined Project activities to deliver new or updated solutions to customers. These activities may either be performed remotely or where required on-site at a customer location.
  • 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.
    • Essential Technical Experience - Infrastructure Engineer
  • Demonstrable experience in troubleshooting relevant, common technologies such as:
  • Microsoft Windows Server Management (eg Powershell)
  • Virtualisation (eg VMware, MS Hyper-V)
  • Enterprise Storage (eg iSCSI, CIFS, NFS)
  • Microsoft Exchange (eg Exchange 2013, 2016)
  • Cloud Technologies (Office 365, Azure)
  • Networking (basic troubleshooting of firewalls, routers, Switches and VPNs)
  • Citrix (eg XenDesktop/XenApp)
  • Security Tools (eg Sophos, Anti-Virus, Bitlocker)
  • Backup Solutions (eg Backup Exec, Veeam)
    • Acora is fully compliant with the General Data Protection Regulation 2016.

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