Our client, is an IT services and technology company headquartered in the UK, with over 25 years of industry expertise. As champions of premium experience-led IT services, they have been on a mission to improve end-user satisfaction since day one. They constantly challenge old assumptions and inherited wisdom, demonstrating there are better ways to do things.
Based in the UK, with offices in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, They provide a wide range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organizations.
Their mission is to unleash the potential of people through amazing IT experiences.
Purpose of Role: As the Infrastructure Analyst, you will play a pivotal role in ensuring the smooth operation of our infrastructure systems by providing timely event and incident management, investigation, resolution, and proactive identification of improvement opportunities. You will collaborate closely with various teams to maintain and enhance our infrastructure services.
Responsibilities:
- Ensure all BAU support activities are supported by documented Knowledge Base articles stored within the central Service Management platform.
- Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service.
- Work with your colleagues to effectively monitor customer systems and network performance, to process alerts, manage Incidents, Service Requests, Change requests and Problems management. Receive escalations from the Service Desk, escalate effectively to achieve the highest level of customer service.
- Communicate effectively with end users throughout the ticket lifecycle, always ensuring that the customer is fully aware of the status of their incident or service request.
- Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
- Provide on call, on rotation, with the rest of the team to ensure customers have escalation cover out of hours.
- Assist in Problem Management by using all the information to hand to resolve either ongoing or potential issues that would adversely affect a customer.
- Manage patch management with the team to ensure that the environment is patched in accordance with the patching policy. This will involve weekend works on a rotational basis.
- Work with your Line Manager to maintain a level of technological competence that remains current and fit for-purpose in your role, agreeing any training needs where appropriate.
- Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs
- Be an active member in the participation and resolution of Major Incidents
- Work with the client to orchestrate, agree, and undertake technical routine checks and tasks to ensure platform stability and performance including remedial activities as instructed by the Security Team.
Essential Key Skills:
- Microsoft Windows Operating Systems including Active Directory, Group Policy, DFS, Failover Clustering, RDS
- Citrix – VDI, Desktop, DaaS, Storefront, Netscaler
- Virtualisation Infrastructure Management (e.g. VMWare, MS Hyper-V)
- Enterprise Storage (NetApp, Dell EqualLogic, Nimble)
- Microsoft Exchange – on Prem, Hybrid, exchange online
- Veeam Backup and replication – Configuring jobs, troubleshoot including DR
- Cloud Technologies (Office 365, Azure, Entra, AWS)
- Networking (Routing, Switching, Firewalls)
- Patching – (Ivanti, SSCM)
Desirable skills :
- InTune – Images, deployment.
- Ivanti – Patching, Nuerons
- Palo Alto Firewalls
- Enterprise Vault
- Endpoint Protection Management
- ServiceNow
- CrowdStrike
Why our client is Great to Work for:
- You will work with the latest technology
- They proide training and development opportunities
- They have brand new office space located in a nature reserve
- They provide career development opportunities
- You will work for an international business
- They have office wellness days
- They have a strong team culture and collaborative environment
- They offer a comprehensive benefits package upon completion of probation
Join their growing support team based at their offices in Cape Town (Plattekloof) and become a part of a company that values innovation, collaboration, and continuous improvement.
