IT Service and Infrastructure Engineer


The Role: IT Service & Infrastructure Engineer

As an IT Service & Infrastructure Engineer, you will play a pivotal role in ensuring the smooth operation of our IT services and infrastructure. You will be responsible for providing first and second line support, managing service requests, incidents, and problems, and contributing to the overall performance and cost-effectiveness of our technology solutions. This role will involve collaborating closely with end-users, internal teams, and external suppliers to deliver high-quality IT support and infrastructure management.

This position may involve occasional weekend work, approximately one Saturday in every three, which is compensated as overtime. Additionally, candidates must possess a full clean driver's license and have access to reliable transportation to be considered for this role.

Responsibilities:

Service Management:

• Manage service requests, incidents, and problems from start to finish, including logging, prioritizing, responding promptly, providing updates, and achieving resolution.
• Provide assistance for essential bespoke internal applications.
• Ensure strict adherence to Service Level Agreements (SLAs) and handle breaches following escalation procedures.
• Act as the primary point of contact between internal end-users and external suppliers, fostering strong working relationships.
• Undertake small to medium-sized IT projects as directed.
• Assist in the development of Service Desk Processes, policies, and documentation.
• Focus on continual service improvement.

Infrastructure & End User Computing:

• Manage end-user computing (EUC) service requests, incidents, and problems, including logging, prioritizing, responding promptly, providing updates, and achieving resolution.
• Execute the SML equipment process and ensure efficient logistics management.
• Collaborate with relevant IT teams to resolve complex EUC issues.
• Proactively identify and address trends and issues related to end-user computing.
• Maintain, support, and configure the EUC environment.
• Assist in the development of EUC-related processes, policies, and documentation.
• Oversee migration, relocation, and integration activities to a high standard.
• Manage the end-to-end process of IT equipment preparation, shipping, receiving, and compliance.
• Implement robust and efficient demand and stock control processes.
• Conduct daily system checks to confirm proper operation.
• Maintain, support, and configure IT hardware and software desktop environments.
• Administer backend systems using MySQL to resolve incidents and facilitate service requests.

Experience and Expertise:

•    Completed GCSEs in Mathematics and English (or equivalent qualifications).
•    Proficient in ITIL processes and well-versed in industry standards and best practices.
•    Demonstrated expertise gained through working in a fast-paced IT support environment.
•    Extensive knowledge of computer hardware systems.
•    Familiarity with various operating systems and Office Software.
•    Hands-on experience with SQL, particularly MySQL 4 and 5.
•    Proficiency in providing technical support and adept at problem-solving.
•    Effective management of IT incidents.
•    Swift fulfilment of IT service requests.
•    Competency across Microsoft, Android, and iOS systems and technologies.
•    Collaborative team player with the ability to work within a matrixed team.
•    Proactive problem solver and independent thinker.
•    Skilled at prioritizing and managing a demanding and dynamic workload.
•    Exceptional communication and stakeholder management capabilities.
•    Meticulous attention to detail.
•    Proficiency in lateral thinking for creative problem-solving.
•    Possesses some commercial acumen.
•    Proactive learner with an adaptable approach to evolving technologies.
•    Willingness and flexibility to travel as required.

If you are enthusiastic about IT service and infrastructure, have the required qualifications and experience, and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity. Join our team and play a key role in ensuring the efficiency and reliability of our IT solutions.

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