Our Client, a successful and leading Contact Centre solutions provider looking for a skilled and motivated Infrastructure Specialist with primary focus on providing key support to the company's wide range of customers. As well as providing 2nd & 3rd Line Assistance, the Infrastructure Specialist will ensure the availability of infrastructure and applications across hosted customer environments. This is a home-based role within the UK, although occasional travel to the company's head office will be required (the North of England). Applicants must have a solid background providing senior level technical support within a customer focused organization. Cloud, Linux and Infrastructure support experience would be highly advantageous.
Responsibilities & Requirements
Carry out Second and Third Line Technical Support, testing and automation across a wide range of customer base, in line with agreed resolution time frames.
Provide support around the design of automation tasks around the company’s hosted infrastructure.
Eliminate faults by identifying and monitoring trends, as well as understanding service impacts.
Work closely with relevant internal teams in the aim of improving platform, cost and efficiency whilst maintaining customer satisfaction and service standards.
Monitor, plan and carry out maintenance across both hosted and lab-based systems.
Record, review and categorize all incoming customer and in-house support requests.
Evaluate operational efficiency by proactively analysing processes and activities.
Consistently update and maintain own technical knowledge on emerging and cutting-edge technologies.
Provide invaluable, strategic advice to support teams on products and services.
Support colleagues and knowledge share across teams for overall success.
Proven experience in a 2
Line support role within a customer focused organization.
Linux / Infrastructure / Cloud support experience would be highly beneficial.
Outstanding deployment and management skills of VMWare, vSphere and SDDC.
Previous exposure to and understanding of ITIL.
Proven troubleshooting and configuration experience of Cisco Catalyst, ASA and Nexus.
Strong English language and communication skills both verbal and written.
Analytical and methodical approach to completing tasks and problem-solving.
Proven experience in maintaining and automating tasks.
Genuine interest in new and cutting-edge technologies.
Familiarity with and understanding of Security standards and practices.
Previous OS maintenance cycle experience.
Demonstrable Cloud knowledge (AWS, Azure or Google would be beneficial).
Linux system administration experience is required.
Strong and demonstrable knowledge of Windows Server, MSSQL databases and 2008, 2012 OS.
Excellent cabling and racking abilities.
Previous experience of AD, NTP and DNS.
Excellent automation skills.
Experience with multi-vendor Firewall and level 3 Networking.
Strong Data Centre Management and Troubleshooting skills.