Infrastructure Engineer

About The Role

We have an opportunity for an experienced IT Support Engineer to join our team at our Customer site in Cardiff. Working on site at Eastern High School this is a customer facing role. You will work alongside a 1st line Engineer and deal with any escalations, whilst managing your own ticket queue.

The role is a hands on position, including call logging, troubleshooting issues and resolving support queries or diagnosing issues where possible. This will be done by responding to both calls, emails, and face to face enquiries.

We are looking for an enthusiastic, customer focused person who is passionate about technology and enjoys keeping up to date with the latest technological trends. This role would suit someone with previous experience in IT support and are looking for a great development opportunity.

Please note that this position needs you to complete an enhanced DBS check.

What You'll Do

• Responsible for assisting the customer with their questions about supported software and computing platforms to the best of his/her ability, in a customer facing, professional and courteous manner
• Assist our customers with their questions about supported software and platforms, ensuring adherence to company processes and SLAs/OLAs
• Day to day management of your ticket queue, this includes logging all walk up support tickets and dealing with them as per the service guidelines
• Desktop, Hardware and Virtual repairs (Azure, Chromebooks, Mac and Windows)
• Log information on tickets received, where required and maintain detailed and accurate records
• Ensuring that our contractual SLA's are achieved
• Be a proactive member of the change management process to ensure all technical changes are implemented without impacting the live service
• Establish and maintain effective working relationships with co-workers, supervisors and customers
• Personal development of skills and knowledge necessary for the effective performance of the role
• Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers)
• Support other business operations as required

Requirements

What we are looking for?

• Previous experience in a 1st / 2nd line IT Support position
• Understanding of IT support principles, e.g. desktop, networks, infrastructures
• Knowledge of the following technologies: ADDS and Entra, Azure IaaS, DHCP and DNS, Group Policy management, Intune and Endpoint Profile Management, Hyper-V, Microsoft Endpoint Configuration Manager, Print Management Windows 10, Windows 11, Windows Server OS and Windows Security, Chrome OS
• Azure and M365 Support and GSuite Support
• Support and troubleshooting Knowledge of the following network technologies: DHPC, DNS, VLANS and subnetting
• Excellent communication and customer engagement skills
• Practical problem solving and negotiation skills
• Able to prioritise and troubleshoot customer requirements
• Strong team working ethic
• PC Hardware Build & Deployment
• Self-motivated and keen to develop your skills
• Keep up to date with continuous professional development and industry trends.

• An Understanding of Apple Devices & Support, JAMF
• A relevant technical qualification or 6 months+ experience working in a technical customer service

Benefits

Why Work for Our Organization?

At our organization, we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make our organization a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us!
• Health Club and Wellbeing Scheme
• Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working
• If even 80% of this matches your experience and attributes, we would be delighted to hear from you