Infrastructure Engineer

3rd Line Engineer, Brighouse, West Yorkshire Hybrid 4 days in the office 1 at home Normal working hours are 7.5 per day between 8am 5.30pm 25 days holiday plus bank holidays increases with service Life Assurance Pension Simply Health Perkbox The client We are working with a specialist IT MSP, they specialise in delivering IT Support Services to Law Firms across the UK. Main purpose of the job Troubleshoot and resolve complicated technical issues that have been escalated to from 1st and 2nd Line Engineers, while providing excellent customer service to clients throughout. Key Tasks and Responsibilities Responsible for troubleshooting any technical issues that have been escalated through the helpdesk. Act as troubleshooting lead for high level technical issues, high priority tickets and MSO s Visit client s sites as and when required Manage own time effectively and ensure all time spent on client jobs is logged Ability to report at all levels in the chain of command See Technical Escalations through from beginning to end Escalating tickets that need 3rd line resource into 3rd line queue and resolving Escalating tickets to Ops team in good time where required to ensure satisfactory resolution Maintaining the 3rd line and escalations queue to resolve issues as quickly as possible Logging troubleshooting and ticket notes accurately and in good time to ensure everyone has visibility of actions completed Communicate accurately and within good time both internally and externally Flag areas of risk / improvement within the firm if identified Train other members of the team in all things technical Provide out of hours technical support to clients (typically 1 in 3 weekends) Personal and Team Responsibilities Excellent time management and communication skills Follow the helpdesk process and set an example for other employees Be approachable ensure employees feel comfortable to ask for assistance You should always be thinking long term fixes and not short term. Excellent troubleshooting and triage skills. Technical Experience Must have: Hands-on experience with Virtualization technologies including the setup and maintenance of Windows VMs (VMWare, Hyper-V) Cloud technologies and concepts (1. RDS 2. Azure 3. Citrix) Expert, hands-on networking experience in configuring and maintaining routers, firewalls, and switches Desktop and application support (Windows 7/10, Microsoft Office and bespoke application troubleshooting) Administration and setup of Windows Server 2012/###############22 Wifi Solutions Exchange and 365 tenant administration Desirable: Hands on experience of storage technologies (SAN) Printer setup and administration VOIP Technologies Automation PowerShell or other Azure and Intune configuration and administration