Infrastructure Support Engineer

Responsible for monitoring key services and applications for our clients' infrastructure (network, servers, applications, security, capacity). Troubleshoot to resolve monitoring alerts, resolve escalations from Support, and escalate any outstanding fixes to the appropriate teams to ensure anything customer-impacting is resolved promptly and within SLAs.

Key Responsibilities

Monitoring

1. Proactively monitor alerts and take action according to standard procedures.
2. Proactively monitor logs and take action according to standard procedures.
3. Monitor operations e-mail inboxes for tasks and potential issues, initiating action in response to requests.

Troubleshooting

1. Take all reasonable steps to resolve issues, especially in the event of any customer-impacting outages/issues.
2. Triage issues to recognise the need for escalation early. Ensure all relevant information is provided to the next teams as per standard escalation procedures. Retain ownership and tracking of the issue and tracking through to completion.
3. Aid the investigation and troubleshooting on any incidents assigned to the Infrastructure Support team in a timely and accurate manner.

Minimum Requirements

1. Experience in a NOC or applications support role.
2. Good experience in a customer-facing role, typically of at least 12-18 months.
3. Experience of troubleshooting technical issues, typically of at least 12 months.
4. Bachelor's Degree/equivalent, preferably in Computer Science or a relevant subject, or substantial alternative experience.

This role interacts with the Support team and other Network/Application teams, so the individual must exhibit a “team” attitude to ensure Support receives the service required and Network/Application teams receive the information required in a timely and professional manner.

The platform is used 24×7 across customer sites, so there is some expectation to support out of hours from time to time and to visit customer premises on occasion.