2nd Line Infrastructure Engineer

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2nd Line Infrastructure Engineer

Manchester, UK

£28,000 - £30,000

Extensive Benefits

We are on the lookout for talented 2nd Line Engineers to join a flourishing Infrastructure team based in Greater Manchester. If you thrive in a fast paced environment, have a defined career plan to further your skills & expertise and you also enjoy working with new & exciting technologies - this may well be the role for you!

This business pride themselves on their energetic & fresh culture, they work hard but they also enjoy social nights out together, run exciting incentives and provide a fantastic training & development programme.

There are a lot of skilled engineers within their team, who are all enthusiastic about sharing their knowledge, they also operate a mentor scheme where you would be buddied up with a 3rd line engineer who will work with you to progress to that next level yourself.

This 2nd Line Infrastructure role requires an individual who can deliver a combination of quick resolutions & quality customer care, you will need excellent communication skills, be able to multi-task, be calm & collected under pressure and work well as part of a team.

Responsibilities

                               Triaging new incidents by accurately assessing impact and investigating issues in a timely manner, whilst adhering to Response SLAs and KPIs

                               Owning and managing tickets both procedurally and technically within Resolution SLAs and KPIs

                               Ensuring all information is clearly and accurately recorded on tickets

                               Escalating tickets to 3rd parties and vendors; then proactively chasing

                               Escalating tickets to internal 3rd Line Technical Support where appropriate

                               Owning and managing changes to customer environments by creating Request for Changes, which include detailed and actuate information; then arranging implementation

                               Owning and managing own ticket queue

                               Assisting other team members

Skills Required

                               Concise communication skills and able to give excellent customer service to customers, with a general ethos of putting the customer first

                               2nd Line experience, with ticket management skills

                               Good Multi-Tasker and shows grace under pressure

                               Has an effective approach to troubleshooting and is a natural problem solver

                               Technical ability in any of the following: -

o Tier 1 Technologies: VMware vSphere, NetApp SAN (7mode/Cluster/MetroCluster)

o Tier 2 Technologies: Cisco/HP/Mellanox Switches/Firewall/Routers, Cisco UCS Servers, Fujitsu Servers, HP Servers, Nutanix Hyper convergence Servers (VMware, Hyper-V, Acropolis), VMware NSX, Fujitsu SAN, Juniper Firewalls, Microsoft Hyper-V, Microsoft Azure

o Tier 3 technologies: CheckPoint, Trend Micro Deep Security, Trend Micro Worry Free Business

Your normal hours of work will be 8.5 hour shifts, based between the hours of 7am and 7pm, Monday to Friday inclusive of an hours unpaid lunch break each day totalling 37.5 hours a week.

If this role sounds like the opportunity you have been looking for and you have the 2nd Line Infrastructure skills we are looking for, send your CV for immediate consideration!