Peoplecom Ltd

Bracknell, Berkshire
Peoplecom Ltd

“infrastructure engineer” “network engineer” cisco vmware infrastructure

Infrastructure Engineer for a global communications solutions provider

Up to £45k base plus benefits

Bracknell (some flex for home working)

A brief description of the main purpose of the role

Responsible for monitoring key services and applications for our infrastructure (network, servers, applications, security, capacity). They troubleshoot to resolve monitoring alerts, resolve escalations from Support, and escalate any outstanding fixes to the appropriate teams to ensure anything customer-impacting is resolved promptly and within SLAs.

WHAT SUCCESS LOOKS LIKE

The key deliverables, critical for effective performance e.g. customer satisfaction, and a brief description of why it is important

  • Problem solving: sometimes challenging issues must be resolved for customers and colleagues. It’s critical that the jobholder works through issues in a logical and methodical fashion, uncovering the root cause of an issue and providing a fix.
  • Efficient resolution: proactive monitoring and quick action on any identified actions is critical to successful performance in this role.
  • Reliability: ultimately, the role helps the business to deliver a reliable and stable platform for customers to access our products/services. The role is focused on providing the best infrastructure service to customers. Updates and documentation must be clear, accurate and up to date so that others can rely on information at all times.

KEY RESPONSIBILITIES

3-5 major areas of responsibility with a brief description of the expected activities

Monitoring

  • Proactively monitor alerts and take action according to standard procedures.
  • Proactively monitor logs and take action according to standard procedures.
  • Monitor operations e-mail inboxes for tasks and potential issues, initiating action in response to requests.

Troubleshooting

  • Take all reasonable steps to resolve issues, especially in the event of any customer-impacting outages/issues.
  • Triage issues to recognise the need for escalation early. Ensure all relevant information is provided to the next teams as per standard escalation procedures. Retain ownership and tracking of the issue and tracking through to completion.
  • Aid the investigation and troubleshooting on any incidents assigned to the Infrastructure Support team in a timely and accurate manner.

Continuous improvement and documentation

  • Propose improvements to the platform for approval with a focus on increasing stability, efficiency and ultimately customer satisfaction.
  • Participate in improvement projects or actions.
  • Ensure all documentation is updated and maintained, including ticket entries for individual issues, so that others can quickly and easily understand the issue, actions and resolution.
  • Prepare and provide clear handovers between other regional Infrastructure Support teams.

PERSON PROFILE

Expected (E) or desirable (D) knowledge, education, experience and skills

Education & Qualifications:Specialised/Technical

Bachelors Degree/equivalent, preferably in a Computer Science or relevant subject, or substantial alternative experience.

E

Industry standard technical qualifications, network or platform (eg MS)

D

Experience:

Experience in a NOC or applications support role

E

Good experience in a customer facing role, typically of at least 12-18 months

E

Experience of troubleshooting technical issues, typically of at least 12 months

E

Experience of using a ticketing system, and of giving customer updates

E

Experience of dealing with third party suppliers to troubleshoot/update systems/hardware

E

Experience in an ISO certified operating environment

D

Experience in an ITIL operating environment

D

Skills / Aptitude:

Good problem solving skills

E

Good analytical skills

E

High attention to detail

E

Good standard of written and verbal communication

E

Able to work under pressure and to tight deadlines

E

Professional in all circumstances

E

OTHER

Other information helpful for understanding the nature, scope and purpose of the job e.g. seasonal peaks or requirements to travel

This role interacts with the Support team and other Network/Application teams and so the individual must exhibit a “team” attitude in order to make sure Support receive the service required and Network/Application teams receive the information required in a timely and professional manner.

The platform is used 24×7 and across customer sites so there is some expectation to support out of hours from time to time, and to visit customer premises on occasion.

“infrastructure engineer” “network engineer” cisco vmware infrastructure

“infrastructure engineer” “network engineer” cisco vmware infrastructure

“infrastructure engineer” “network engineer” cisco vmware infrastructure

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