2nd Line Infrastructure Engineer

2nd Line Infrastructure Engineer



We have a fantastic opportunity for a 2nd line infrastructure engineer with solid experience across Citrix, Netapp, VMWare, Sophos as well as experience with server room hardware (patching, firmware updates, routers firewall, switches, storage, UPS) to be responsible for providing technical infrastructure support to both internal and external customers.



The position is hybrid with 3 days office and 2 days home



Main duties



* To handle escalations from 1st Line Support



* Handling the end-to-end process of major incidents including all communication with internal/external customers



* To provide essential training for new starters and 1st Line Engineers



* To ensure all manuals and processes are relevant and up to date according to company standards



* Continual learning and development of key skills and competencies for your position



* To provide internal technical support for systems including server, desktop and networking infrastructure



* To liaise with and build strong working relationships with stakeholders



* To record all calls to ensure accurate information about the client’s systems is maintained and available to other support personnel and account managers.



* Escalate issues in line with guidance.



* To build strong relationships with customer account managers.



* To take a proactive approach to customer IT systems to ensure problems are avoided and the longer-term development of the customer IT systems are considered.



* To be able to manage demanding users on customer sites who have high expectations.



* There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.



* To complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers when required



Experience Required



* Storage – Netapp



* Citrix – NetScaler, storefront experience



* VMware – Vcenter,



* Hyper-V



* Aruba Central – experience with HPE switches



* Switch experience – CCNA would be good.



* Sophos XGS firewall experience



* Experience with server room hardware (patching, firmware updates, routers firewall, switches, storage, UPS)



* Server 2012R2 to 2022



* Logic monitor



* SolarWinds



* N-able



* Backup radar



* Veeam