Infrastructure Engineer

Role Overview

Provision of advanced technical support on IT network, data and telephony systems to all SBS ICT technical teams, and customers. Support the Senior Infrastructure Engineer(s), in all aspects of day to day support.

To maximise the benefits gained by clients from their systems, by maintaining and applying high level technical understanding in a specialist area of technology, with support from other members of the ICT infrastructure Team as appropriate. To provide specialist skills in LAN / WAN technologies, network operating systems, messaging systems, VOIP, network infrastructure, data and physical security and all aspects of hardware support and maintenance.

Support the management of complex technical issues to an appropriate resolution, within agreed timescales. Work with customers to understand and implement their requirements.
Working hours are a shift pattern between 7:00 and 19:00 Monday to Friday.

Key Responsibilities
Provide ongoing maintenance and update of procedures as required.
Keep own knowledge of procedures up to date.
As required by the management, provide reports, and statistics to help measure performance.
Respond to, and resolve queries, taking action as appropriate and identify any preventative measures.
Support line manager and team members (training/coaching) as required.
Update/maintain manual or data base records.
Use the call management system provided to manage calls, and accurately record action taken to resolve issues.
Prioritise workloads.
Ensure that agreed timescales are adhered to.
Comply with regulatory requirements where applicable.