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Network and Infrastructure Support Engineer

Job Summary: As a Network and Infrastructure Support Engineer, you will be responsible for providing technical support for the CTPHQ National Customer Services Centre (CSC) and ensuring the availability, security, and maintenance of the National CTP IT Services. You will work as part of a team covering 7am to 7pm on weekdays from the CSC technical ops centre and be on call 24/7/365 for critical infrastructure support. This role is crucial in enabling CTP operations by ensuring the national infrastructure meets best practice standards.

Candidates must have DV clearance to be considered for this position.

Knowledge, Skills, and Experience:

• Experience in a technically diverse environment, preferably as part of a shift rota.
• Proficiency in working with service desk call management systems.
• Experience in an ITIL service environment, adhering to defined metrics and SLAs.
• Strong knowledge of Cisco technologies, including Routing, Switching, VoIP, and Video Conferencing.
• Familiarity with Juniper and Cisco security and firewall devices.
• Understanding of load balancer technology.
• Proficiency in Cisco switching and routing hardware.
• Knowledge of network security best practices.
• Experience with ITIL change management.
• Familiarity with failover testing, resilience, and redundancy methodologies.
• Proficiency in Network and Infrastructure monitoring and automation tools.
• CCNA qualification preferred.
• Ability to prioritize tasks and achieve results in a busy Service Operation environment.
• Possession of a UK Driving License.

Communication and Working Relationships:

• Daily: Communicate with the CSC Service desk, other engineers, and line management for ticket management and escalation (phone, email, face to face).
• Daily: Provide support to customers via support calls, email, phone, face to face, video, and on-site.
• Weekly: Update line management on incidents and projects (email, face to face).
• Daily: Escalate issues to third parties for third-line support (email, phone).
• Weekly: Collaborate with Project Teams during implementation and transition (phone, email, face to face, video).
• Daily: Engage in cross-team collaboration within CTPHQ for support and training (phone, email, face to face).
• Occasionally: Attend or substitute for senior team members in meetings with other teams, stakeholders, partners, or third parties as a technical representative (phone, video, face to face).

Key Result Areas:

• Maintain a flexible working approach to meet operational needs, including participation in a shift system (Mon-Fri 7am-7pm + on-call rota 24/7/365).
• Occasionally work outside regular office hours and weekends.
• Work in the office with occasional work from home.
• Travel to sites around the UK to maintain infrastructure, potentially at short notice for critical issues.
• Effectively manage and prioritize personal workload.
• Adhere to policies, standards, controls, and best practices.
• Meet SLAs for services in the CSC Service portfolio.
• Provide technical support for national infrastructure related to BAU and Projects.
• Conduct resilience and failover testing to ensure infrastructure functions as designed.
• Create and maintain technical documentation.
• Proactively maintain and update infrastructure for security and reliability.
• Monitor environments to prevent issues and ensure availability and capacity.
• Implement best practices based on the latest supported guidance.
• Adhere to change and release management processes to mitigate unplanned downtime.