As a leader within our infrastructure team, you will be responsible for overseeing a group of fellow infrastructure engineers, ensuring the delivery of infrastructure support meets established standards. Your role will play a pivotal part in facilitating the evolution of our current provision. Strong troubleshooting, problem-solving, and technical skills using various diagnostic tools are essential for this position. Additionally, effective interpersonal skills are required to guide customers through various situations, providing resolutions, support, and maintaining high levels of customer satisfaction.

The position is based at one of our primary customer sites in the city of London, with a focus on on-site work.

Job Responsibilities

• Ensure all BAU support activities are supported by documented Knowledge Base articles stored within the central Service Management platform. 
• Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service. 
• Work with your colleagues to effectively monitor customer systems and network performance, to process alerts, manage Incidents, Service Requests, Change requests and Problems management. Receive escalations from the Service Desk, escalate effectively to achieve the highest level of customer service.
• Communicate effectively with end users throughout the ticket lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
• Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
• Provide on call, on rotation, with the rest of the team to ensure customers have escalation cover out of hours.
• Provide Change Management responsibilities and follow the shared service process.
• Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
• Manage patch management with the  team to ensure that the environment is patched in accordance with the patching policy.  This will involve weekend works on a rotational basis.
• Work with your Line Manager to maintain a level of technological competence that remains current and fit for-purpose in your role, agreeing any training needs where appropriate.
• Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
• Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Be an active member in the participation and resolution of Major Incidents
• Work with the client to orchestrate, agree and undertake technical routine checks and tasks to ensure platform stability and performance including remedial activities as instructed by the Security Team.

Key Skills, Knowledge & Experience

• Communication Skills                    
• Customer Service skills                     
• Microsoft Windows Operating Systems including Active Directory, Group Policy, DFS, Failover Clustering, RDS
• Virtualization Infrastructure Management (e.g. Vmware, MS Hyper-V) 
• Enterprise Storage (Netapp, Dell EqualLogic, Nimble)
• Microsoft Exchange
• Cloud Technologies (Office 365, Azure)
• Networking (Routing, Switching, Firewalls)
• Endpoint Protection Management
• Veeam backup and Replication