Infrastructure Support Engineer

About the role;As an Infrastructure Support Engineer you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. The ability to work in a high paced environment is essential.

To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. Backup experience in varying technologies would be preferable but not essential.

This is a hybrid role where you will be expected to attend the office a few times per week for regular team collaboration time.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.

TSG are one of the few Microsoft Partners in the UK who hold all seven Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our recent accreditation as a 'Great Place to Work’ in addition to being placed on the '2024 UK’s Best Workplaces in Tech’ list. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.

Why should I work for TSG?

• Employee ownership - as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
• Our open and honest culture where feedback is taken on-board and acted upon
• Our social events - annual all expenses paid 'TSG Festival’ and team building funds
• Two paid CSR days per annum that you can use to support the community
• Giving something back - the 'TSG Foundation’ established in November 2022 has so far donated over £120,000 to support nominated businesses and charities
• Our responsibility to the environment as we work towards net carbon zero
• Flexible working opportunities including home working and hybrid options
• Annual salary benchmarking
• Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

• Ensuring customer tickets are responded to within SLA
• Communicating with customers regularly with regards to their incident/change request
• Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
• Updating TSGs ticketing system and technical information repository with detailed notes
• Liaise with partners and third parties to aid in the resolution of incidents
• Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
• Maintain a high-quality service to our customers
• Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
• Assist in the creation of best practice, new user and leaver guides

Knowledge, Skills & Experience;

Essential:

• Full UK, driving licence
• An excellent knowledge of a server and networked environment
• Virtualisation experience
• Strong desktop support experience
• Understanding of Firewall, anti-virus and other security technologies
• Experience with Microsoft Exchange and Office 365
• Good customer service skills and the ability to handle customers’ needs effectively in a variety of circumstances
• Ability to tailor style of coaching and training based on individual’s needs
• Ability to build relationships with the wider business
• Excellent telephone manner.
• A good understanding of firewall technologies
• Excellent problem solving and analytical skills with a confident pro-active approach to work
• Ability to work in a fast paced team environment as well as individually when required
• Strong communication and knowledge sharing skills
• Good attention to detail with the ability to maintain a consistent approach

Desirable:

• Demonstrable server and desktop experience is desirable
• Experience working with Cloud based backup solutions
• A good understanding of on-premise Backup technologies
• Hosted telephony experience
• Routing and Switching
• Enterprise Anti-Virus software, e.g. Sophos, Microsoft Defender.
• Knowledge on storage (SAN, NAS etc)
• Microsoft Associate level certifications.

Benefits;

• 25 days annual leave + public holidays, rising with length of service
• Employee Benefits Trust
• Company bonus scheme
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Healthcare and Cash plan
• Electric vehicle salary sacrifice scheme
• Cycle to work scheme
• Perkbox discounts
• Employee assistance programme
• Paid CSR Days
• Company sick pay and income protection cover
• Enhanced Maternity and Paternity pay
• Employee recognition scheme
• Eyecare vouchers
• Discounted gym membership
• Long service rewards

If this sounds like the role for you, please apply today to be considered.