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Job description

Job Description

Come and join one of the most exciting and innovative Managed Service Partners in the UK.

We are currently looking for a Infrastructure & Network Engineer to join our Service Desk

Job Summary

This primary focus is to be the highest escalation point within the business for cases raised by the Service Desk within the Networks tower. This role requires in-depth knowledge of switching, routing, wifi, and security layers along with patience and strong troubleshooting skills to provide resolutions that the 1st and 2nd line teams were not able to. Along with that, operational knowledge is required to suggest improvements to process and governance and a willingness to train 1st and 2nd line areas to help with our shift left philosophy.

Essential requirements:

• A passion for providing exceptional customer service even during a period of stress and pressure.

• Experience of working in a team

• Passionate, professional, with a proactive attitude and attention to detail

• Hardware troubleshooting of both desktop and server hardware

• Excellent oral and written communication skills with the ability to communicate effectively at all levels

• Ability to create detailed documentation

• Ability to take ownership of and progress tickets to resolution

• Technical aptitude

• Excellent social skills with the ability to establish and maintain productive relationships with colleagues and customers.

• Ability to display a logical and methodical approach to problem-solving

Desirable:

• Proven experience as an analyst within a Managed Service Provider environment.

• Industry recognised qualifications in a relevant area (i.e., CCNA, CCNP, etc.)

• Good knowledge of IT platforms and applications

• understanding of the ITIL framework and knowledge of the various

associated disciplines.

• Working to SLA’s and KPI’s and to be able to accurately describe their purpose

• Clear understanding of service delivery processes across a variety of managed services.

• Passionate, particularly about the area of specialist focus

• Quality and detail orientated

• Positive attitude and influence on others

• Commercial aptitude to specify appropriate solutions

• Able to achieve potential, stay inspired and motivated

• Desire to retain the highest levels of accreditation in core specialty

• Able to drive an individual plan based on business strategy

Remote support experience of:

• Data Centre and Campus Network LAN /WAN

• Firewall security and VPN connectivity

• Converged and Cloud Infrastructure

• High availability and redundant networks

Manage and rollout software/firmware updates

CVE detection and categorisation

Keeping Customers informed on change request status and progress.

Adhering to Incident management procedures.

Ensure all open incidents assigned to the team are updated daily.

Work with Service Desk Consultants and Analysts to help them develop a greater understanding of issues and resolutions.

Keeping up to date with the current standard procedures.

Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

Provide a point of technical escalation and expertise.

Escalate potential problem issues with Problem and Incident Management.

Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

Recommend and deploy changes via the change management process when required.

Provide technical assistance to on-going projects when required.

Job Types: Full-time, Permanent

Salary: £30,000.00-£40,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Milton Keynes, Buckinghamshire: reliably commute or plan to relocate before starting work (required)