The Infrastructure Services Engineer (ISE) provides technical advice, implementation, support and maintenance services, and ensures a high availability of systems and services, to both internal and external clients. This is a technical, customer-facing role where excellent customer service is paramount. There is an expectation for the ISE to take on and learn new technologies while advancing their skillset with the full support of the business.
-Provide 1st, 2nd and some 3rd line engineering support to external and internal clients.
-Ensure conformity with agreed processes, procedures and standards, as well as accurate and timely completion of associated required documentation.
-Ensure client satisfaction regarding the delivered services.
-Provide resource for projects and managed service engagements as directed.
-Assist in the delivery of internal improvement projects when required.
-Be part of the Continual Service Improvement Plan at C5 – mentoring/assisting colleagues with investigation of incidents and creation of knowledge base articles etc.
-Work towards and meet set objectives of own Personal Development Plan/Progression Plan.
-Be able to demonstrable growth in own professional and technical knowledge and skills.
-This list is not exhaustive and there may be a requirement to undertake other duties as and when required. For example, this may include ad hoc engineering projects and tasks to ensure and enhance the effectiveness of the service.
· Personal Attributes:
-Understand customer requirements and business challenges.
-Unique blend of technical and customer facing skills.
-Analytical and problem-solving orientation.
-Collaborative team member, with the ability to work independently or part of a project team.
-Self-motivated and able to effectively deliver results with minimum supervision.
-Keep up to date with latest changing technologies and ability to articulate changes to customers and peers.
-Experience in a customer service/facing role.
-2 years’+ experience in a similar technical role.
-ITIL Foundation awareness
-Working in the various supporting levels of IT support (eg Service Desk, Engineering or equivalent).
-Educated to A-level / Diploma level or equivalent.
-AZ-900 – Azure Fundamentals
-MS-900 – O365 Fundamentals.
-98-365 – Server Administrator Fundamentals.
-MCSA: Windows Server 2016
-ET15 – Sophos Central Endpoint and Server
-ET10 – Sophos Enterprise Console
-ET30 – Sophos UTM/Network Protection
-ITIL Foundation v3 or upwards.
-Proven track record of supporting Microsoft server and desktop based operating systems.
-High level exposure using and supporting the fundamental areas of servers and desktops (AD, DNS, GPO and DHCP etc).
-A good working knowledge of virtual platforms (VMware and/or Hyper-V).
-Experience with core software which clients use (Citrix, Exchange, Office 365, Azure, Anti-Virus application).
-A clean driving licence.
· Non-Technical Skills:
-Proven track record of building technical relationships with key stakeholders.
-Proven track record of delivering results.
-Prior work experience within a software & services environment.
-Excellent verbal and written communication especially when explaining technical solutions in simple terms.
-Highly organised. Able to prioritise a variety of critical short, medium- and long-term tasks for multiple activities.
-Deliver a first-class customer service by delivering solutions to customer problems.
-Prioritise and manage activities for an active pipeline of customer requirements.
-Build and maintain customer relationships.
Employees at C5 enjoy an attractive benefits package as part of our continuous employee value commitment.
- Competitive salary
- Competitive annual leave
- Pension Scheme
- Private Health Insurance
- Corporate gym rates
- Corporate dental scheme rates
- Personalised training plans
- Proactive learning environment
- Company-wide social and team events
- Daily fruit
- Access to the latest technologies
- Access to technology leaders / technical specialists
- An environment to be yourself