Hardware Engineer

Job Title: Hardware Engineer

Location: UK-Remote, Fully Flexible (Travel Involved, must hold full valid drivers licence and own car)

Salary: £39,000 - £44,000

Overview:

Responsible for the day-to-day support of the customer's physical infrastructure. Triage and resolution of customer faults within the specified SLA, replacing physical components as required. Support the server team with systems administration.

Responsibilities:

1. Ticket Management + customer service:
   Pick up and take ownership of customer tickets, complying to the ticketing processes. Triage and resolve, either individually, with the support of or supporting the wider team. Meet or exceed the customer SLA. Effective communication to the customer and within the team.
2. Infrastructure:
   A thorough understanding of IT infrastructure & IT ideologies and the interaction between physical and virtual layers. Multi-vendor hardware experience (e.g., HPE, Dell, Oracle, Pure). A thorough understanding of troubleshooting, repairing, replacing, installing and configuring infrastructure hardware and components. Monitoring and identifying issues, owning through to resolution whilst working with the wider team when required. Proactively identifying improvements for the infrastructure configuration. Understand and adhere to customer policies and procedures for site access. Cognisant of all health and safety requirements when active in datacentres, data rooms and customer locations. Basic experience of managing customer datacentres.
3. Operating systems and software configuration:
   A basic understanding of multiple operating systems, to aid hardware fault triage. Develop a greater understanding of multiple operating systems to be able to assist the server team. An in-depth understanding of firmware, maintaining and updating the hardware to the latest levels.
4. Security:
   Knowledge of the potential threats to IT environments from internal and external influences, weak adherence to security protocols and human error.
5. Change control:
   Complete understanding of the reasons underpinning change control, adhering to all required processes. Implement and execute CRQs, as required and per process.
6. Asset Management:
   Maintain asset documentation with additions, decommissions and updates to ensure that the scope of support for our customers is understood, accurate and kept up to date.
7. Documentation:
   Keep documentation up to date. Able to write new documentation when new hardware is installed, implemented, and tested.