Infrastructure Support Engineer

About the role

As an Infrastructure Support Engineer you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure.

The ability to work in a high paced environment is essential. To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting.

Backup experience in varying technologies would be preferable but not essential. This is a hybrid role where you will be expected to attend the office a few times per week for regular team collaboration time.

TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.

It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 50 Best Large Companies’ and one of the ‘Top 15 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement.

• Our open and honest culture where feedback is taken on-board and acted upon
• The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
• Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
• Two paid CSR days per annum that you can use towards giving something back
• Our charity fundraising - TSG have raised over £20,000 in the last 2 years
• Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
• Flexible working policy
• Relaxed dress policy
• Excellent progression opportunities, training and support, including recognised qualifications

• Ensuring customer tickets are responded to within SLA
• Communicating with customers regularly with regards to their incident/change request
• Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
• TSGs ticketing system and technical information repository with detailed notes
• Liaise with partners and third parties to aid in the resolution of incidents
• Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
• Maintain a high-quality service to our customers
• Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
• Assist in the creation of best practice, new user and leaver guides

• Full UK, clean driving licence
• An excellent knowledge of a server and networked environment
• Virtualisation experience
• Strong desktop support experience
• Understanding of Firewall, anti-virus and other security technologies
• Experience with Microsoft Exchange and Office 365
• Proven experience of 2nd line Azure tenant support. Examples to include Entra
  
  ID changes, conditional access changes, AVD desktop policy changes, publishing new apps in Autopilot etc.
• Confident and capable of managing small Azure projects from project kick-off to closure. Such as MFA…