Infrastructure Engineer 3rd line (Windows, Linux, Mac OSX, Exchange, C

Our Managed Service and infrastructure solution provider client is looking for candidates with IT support experience with experience in a managed services provider environment.The purpose of this role is to provide excellent customer service and specialist 3rd line support to clients. You will work as a key part of the helpdesk team, to resolve IT incidents ensuring department KPIs and Service Level Agreements (SLAs) are met.

Key objectives
? Excellent analysis and troubleshooting skills across a wide range of technical services
? Excellent customer service and communication skills
? Wide-array of core technologies (Windows Server, Linux, Mac OSX, Exchange, Citrix, VMware (ESXi), Hyper-V, RDS, Mimecast)
? Backup Systems (BackupExec, Veeam, Windows Server Backup, Asigra)
? Unified Communications and Collaboration (Lync, Office 365 and Exchange, Office365)
? Cloud technologies, desire to learn Azure
? Network and Security support (TCP/Routing/Firewalls/Switching/VPN/Web filtering/AntiVirus)
? SANs; NetApp, HP, Dell,
? Desktop Systems: Windows 7/8/10 with Office 2007 onwards
? Domain Services, Group policy, Active Directory, NTFS, ResFS, DNS, DHCP, RRAS, RADIUS
? Work as part of a supportive/friendly team
? Work with a number of world-renowned companies
? Experience or understanding of the ITIL framework

Principal responsibilities and accountabilities
? Deliver best practice call management: investigate, diagnose, detail and resolve complex incidents within an agreed fix time period
? Closure of incidents. Once the client is satisfied, ensure relevant details are logged within the call
? Identify repeat incidents as problems and assist in their resolution
? Provide 3rd line support for incidents, problems & requests
? Identify and document change requests
? Provide proactive support and maintenance for company infrastructure and business continuity
? Produce and update documentation for company systems
? Provide training, support and advice for colleagues
? Undertake communications with internal leadership teams

Technical skills and experience
? Our client is a Microsoft Gold Partner and ideally would like you to have at least one MCP. If not, you will be required to complete one within your probation, you will be required to work in shift patterns, and be on-call once every four/five weeks.
? Previous experience in a Managed Service Provider environment, supporting multiple client infrastructures would be essential. Flexible and adaptable approach. Able to cope with tasks simultaneously
? A good understanding and some practical experience of ownership of logging, updating and closing incidents within a specified SLA. Ability to provide remote support using remote tools.
? An understanding of customer service skills and ability to manage communication between clients and 3rd Party vendors

Benefits
? Monthly Staff Lunch
? Daily Fresh Fruits
? Pension
? Medical/Health Insurance
? Birthday Day Off
? Staff Outings
? Overtime/Weekend Extra Pay
? On-Call Shift Pay
? Training