Infrastructure Analyst - work from home

Job Specification: Infrastructure Analyst (50% work from home)

• Education Requirements - none specifically
• Experience Requirements - see below
• Industry - software
• Job Location - York
• Qualifications - Ideally Microsoft
• Responsibilities - see below
• Skills - 2nd to 3rd Line level (not advanced 3rd line)
• Work Hours - 37

• Certs & Training: ITIL V4 once passed probation. 1 week certified course
• Work from home/office: 50/50 (Can be 100% if you like)
• Holidays: 25
• Mental health days: 1 Wednesday per month allowed 1 hour extra during the day
• Pension: Contributory pension (5% employee – 4% employer)
• Parking: Yes if you're in office
• Social: Great team and social able. Xmas party and EOY party – also have foodie Fridays (hog roast street food vans etc in the grounds)
• Notice period: 1 month
• PDP: Everybody gets a personal dev plan on start date
• Learning and Development days: 12 days can be taken throughout the year

• Fantastic work/life balance with specific, measured procedures put in place to support you and your wellbeing and prevent burnout
• A fully paid wellbeing hour in addition to that day’s breaks every month to spend outside of work doing whatever makes you happy
• Progression opportunities at every level from entry to senior management
• As a socially responsible employer we frequently hold charity fundraising events and offer all employees an optional fully paid volunteering day per annum.
• Outstanding staff retention rates with a significant number of our employees with us for more than 15 years of our 30 years in business
• Private medical insurance at a discounted rate
• Enhanced parental leave packages
• Flexible working options, including a £100 support package for your home working set up
• Fully-funded training programmes to help you to grow and progress via eLearning and in our high-tech training suite
• On-site leisure facilities, plus company activities and team sports for you to join. We are also adjacent to a well-equipped local gym facility, offering preferential rates to employees
• A whole host of team perks, such as seasonal parties, team nights out, trips abroad, and regular incentives
• Free parking on-site in our spacious car parks with electric car charging points available on-site
• A modern office environment enhanced by our beautiful rural location and a 2019 project with £1 million invested into our buildings to create an inspirational working environment

• Provision of technical support to all internal end-users and external customers during agreed working hours on a rota basis with current Service Desk operations between 07:00 – 18:00 Monday-Friday, with some flexibility on shift hours as and when
• Participate in out of hours on call
• Providing excellent customer service via the telephone, ticketing system, email system and face to face
• Accurately log all incidents and requests onto the Service Desk ITSM tool from both internal end-users and external
• Develop, present and implement proposals to improve IT systems
• Adhere to change management
• Provide internal end-user support and training
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer
• Understand and adhere to the technical escalations
• Occasionally performing onsite low-level consultancy customer work as and when
• Understand, adhere to and promote IT security best practices
• Completing administrative tasks, acknowledging events, checking security logs, logging and progressing change requests and internal change
• Occasional infrastructure support and patching outside of core business hours
• Ongoing documentation of network, infrastructure and related systems
• To always be willing to carry out any other reasonable tasks
• Adhere to asset and access management policies and procedures

• Broad and up to date technical knowledge of key vendor products (Microsoft, VMWare, VEEAM, Sophos etc)
• Ability to prioritise work, with minimum supervision and use initiative to ensure that deadlines are met
• Ability to work on your own and as part of a team
• Strong attention to detail in logging/updating support tickets and technical documentation
• Excellent verbal and written communication skills
• Excellent…