Infrastructure Engineer
Location: London
Job Type: Full Time
Are you ready to embark on an exhilarating journey in the world of infrastructure? Do you have a passion for technology?
We are on the lookout for a dynamic and passionate Infrastructure Engineer to join our team. If you're an ambitious, proactive engineer looking to join a high performing team in a fast-paced environment then look no further!
Your day to day will include the following:
Problem Resolution:
- 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.
- Assess alternatives to resolve the problems and deploy the most effective, robust resolution.
- Check that the problems are fully fixed and have no 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.
- Ensuring accurate and timely resolution of incidents and requests in line with published Service Level Agreements (SLA’s).
- Manage ticket queues to ensure a high level of customer service and a balanced workload for team members.
- Manage customer escalations and conflicts to resolve immediate issue and rebuild customer trust.
Ensure incidents and ·requests are escalated into the Team and within the team as and when required.
Infrastructure- 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.
- Systems Admin – evaluate, deploy, and manage system management and improvement technologies and processes to drive efficiency and automation in a multi-tenant model.
- Support the Professional Services team in any project Deployments and carry out delegated mini projects.
Major Incidents:
- 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.
- Ensure that incident reviews are undertaken, written up and the lessons learned implemented.
KPI’s:
In support of Head of Technology, build and improve on KPI’s used to measure services we monitor, maintain, and support and hold the team accountable to their own personal KPIs to provide quality and timely support.
Customer Service:
Always interact professionally with customers and colleagues, ensuring that the customer is fully satisfied with the service provided.
Personal 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 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.
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.
Requirements
Requirements
To be successful in this role you must have:
- Previous 3rd line service desk experience, we are looking for a minimum of 18 months.
- Strong technical Microsoft experience
- Great communication skills
- Exceptional customer Service skills
About Us
T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider 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.
At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech:
Service Centric- We 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.
United- We 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 Standards - We 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.
We 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.
What is the interview Process?
Telephone conversation with the recruitment manager
1 hour Microsoft Teams Interview where you will be assessed on your skills.
1 hour face to face meeting, giving you the opportunity to be introduced to the team and view our offices.
Benefits
Benefits
By joining our team at T-Tech, you'll enjoy a range of benefits that support your professional growth and well-being, including:
Competitive Salary: We offer a competitive salary that reflects your experience and skills, ensuring you are rewarded for your contributions.Annual Holiday: Enjoy 23 days of annual holiday, in addition to public holidays and your birthday, to rest, recharge, and pursue your passions.
Learning Environment: Work alongside industry experts and stay ahead of the curve with the latest technologies. We prioritize training and development to enhance your skill set.
Exciting Social Events: Our social committee organizes quarterly events, such as karting, bowling, and pizza evenings, providing opportunities to connect with colleagues and have a blast!
A Vibrant Office: Join our energetic team in our vibrant London office, where collaboration and innovation thrive. Experience a dynamic work environment that nurtures creativity and productivity.
Exceptional Career Progression: We value your ambition and drive. At T-Tech, you'll have ample opportunities to grow your career and realize your full potential.