Infrastructure Engineer

Background

Charles Taylor Assistance is a global leader in integrated medical and security assistance, claims handling, pre-travel advice, medical screening, and travel risk management. With offices on the UK’s South Coast and in Mallorca, Spain, we manage over 50,000 assistance cases annually, leveraging more than 47 years of expertise to serve a prestigious blue-chip client base.

Originally founded in 1973 by two brothers under the name CEGA, the company adopted its current identity after being acquired by the Charles Taylor Group in 2016. Charles Taylor is a global provider of professional services and technology solutions, dedicated to enhancing the efficiency and performance of the global insurance market.

Dating back to 1884, Charles Taylor operates in more than 120 locations across 30 countries, including Europe, the Americas, Asia Pacific, the Middle East, and Africa. This extensive reach underscores its commitment to delivering industry-leading services and solutions worldwide.

Charles Taylor distinguishes itself by providing comprehensive professional services and technology solutions that support every stage of the insurance lifecycle and every facet of the insurance operating model. The company serves a diverse, international client base, including national and international insurers, mutuals, captives, MGAs, Lloyd's syndicates, reinsurers, brokers, distributors, and corporate insureds.

Charles Taylor operates across three key business areas:

1. Claims Services: Delivering exceptional claims management and assistance solutions.
2. InsureTech: Offering cutting-edge technology solutions to streamline insurance operations.
3. Insurance Management: Providing tailored management services to enhance efficiency and performance.

The Role

Charles Taylor Assistance is seeking a skilled Infrastructure Engineer to join our Infrastructure Support Team. In this role, you will be responsible for delivering efficient 2nd and 3rd level support to our user community, ensuring the seamless operation of our IT infrastructure.

The ideal candidate will have proven experience in supporting, enhancing, and implementing network systems, telephony, application services, and end-user computing (EUC). You will play a key role in maintaining operational excellence and enabling timely delivery of IT services to our business.

This role involves supporting a 24/7 operations team across multiple sites. As such, the successful candidate must be willing to undertake on-site support and provide out-of-hours assistance as part of an IT on-call rota.

Key Responsibilities

1. Infrastructure Support: Deliver expert 2nd and 3rd-level support across networks, telephony, applications, and End-User Computing (EUC) services, ensuring a high level of operational efficiency.
2. Project Involvement: Actively contribute to infrastructure projects, including system migrations, network upgrades, cloud deployments, and telephony enhancements. Assist with project planning to align infrastructure changes with the company's IT strategy and future scalability goals.
3. System Monitoring & Recovery: Oversee system performance monitoring, implement data backup and recovery testing, and conduct proactive maintenance to ensure operational resilience and minimise downtime.
4. Cloud Services: Utilise experience with AWS to support cloud operations, with a focus on compute, storage, and networking.
5. Microsoft Services: Manage and support the Microsoft Office 365 suite, Active Directory, Group Policies, DNS, and DHCP to maintain efficient and secure IT environments.
6. Hardware Management: Install, troubleshoot, and maintain hardware, including laptops, desktops, telephony systems, and peripherals, to support business operations effectively.
7. Collaboration & Vendor Management: Work closely with service desk teams and external vendors to ensure timely service delivery, while contributing to the development and execution of IT strategies.
8. On-Call Support: Participate in the on-call rota to provide 24x7 operational support, ensuring seamless IT services across multiple sites.
9. Team Collaboration & Values: Participate in project activities, completing assigned tasks within designated timelines. Serve as a role model by embodying and promoting Charles Taylor’s core values.

Required Skills

1. Infrastructure Expertise: Proven ability to manage IT infrastructure across data centres, offices, and cloud platforms, with specific experience in AWS environments.
2. Project Experience: Track record of successfully delivering infrastructure projects such as cloud migrations, system upgrades, network redesigns, and application rollouts. Capable of managing timelines, priorities, and outcomes in a dynamic and fast-paced environment.
3. Troubleshooting: Strong troubleshooting skills with experience resolving complex technical issues across diverse systems and environments.
4. Networking: Hands-on expertise with network services, including firewalls, switches, and TCP/IP protocols.
5. Windows & Scripting: Advanced knowledge of Windows Server (2012+), Active Directory, Group Policy, DNS, and DHCP, as well as proficiency in PowerShell scripting.
6. Automation: Familiarity with automation tools to improve efficiency in project delivery and IT operations.
7. IT Service Management: Experience using ITSM tools, such as ServiceNow, to effectively manage service requests, incidents, and operational workflows.
8. Microsoft Tools: Proficiency in managing Microsoft applications, including Office 365 and Exchange Online.
9. Core Personal Skills: Strong ability to work both independently and collaboratively as part of a team. Excellent organisational skills to prioritise workloads and meet deadlines. Effective communicator across all organisational levels.
10. Additional Requirements:

Possess a full UK driving license.

Successfully pass relevant background checks (DBS and CIFAS) to meet compliance requirements for working in the financial services sector.

Desired Skills

1. Telephony Expertise: Experience managing telephony systems such as MITEL PBX, SIP, and ISDN, with involvement in telephony upgrade projects.
2. Development: Knowledge of web services, AWS Elastic Beanstalk, APIs, and CI/CD pipelines to support infrastructure and application development initiatives.
3. Advanced Scripting: Proficiency in Python for automation and system management tasks.
4. Data Centre Experience: Practical experience working in hosted data centre environments, with a focus on ensuring optimal service delivery and uptime.
5. Microsoft Exchange Online & Mimecast: Expertise in managing email and security systems, including Exchange Online and Mimecast.
6. VDI Management: Hands-on experience with managing Virtual Desktop Infrastructure (VDI), in particular AWS WorkSpaces.
7. Endpoint Management: Proficiency with Microsoft Intune for device management and experience using common build and imaging software for deploying standardised corporate desktop images.

Equal opportunity employer

At Charles Taylor, we are proud to be an Inclusive Employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.

Our external partnerships and the dedicated work we do in promoting a transparent and fair recruitment and selection process all contribute to the successful, inclusive and diverse culture and environment which we are proud to be a part of at Charles Taylor.