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Engineering/IT/Security/Software Development
190000AL Requisition #

Infrastructure Support Engineer                              190000AL


Support, manage and maintain core server and infrastructure systems and services critical to the running of the internal business. Working as part of a Global team, this role will predominately be based in our Cambridge office. You will provide a 3rd line level of support and have an excellent working understanding of Wintel, Active Directory, Exchange, Virtualization and Storage technologies, in an ITIL environment.


Principal Relationships:

  • Working as part of the IT/IS Run team to deliver business as usual (BAU) support
  • Work with the project teams, assisting in the delivery of the IT projects and transition into BAU
  • Build relationships with customers, stake holders and management in all three global regions
  • Work with business working groups and departments such as Engineering, Professional Services, Sales, Support and many others to gather their requirements and meet their needs

Key Responsibilities and Tasks:

  • Manage 3rd line incidents and service requests to SLA
  • Responsible as subject matter expert for providing advice and guidance within assigned areas of technical specialism (i.e Wintel, Storage AD, Exchange)
  • Contribute towards ensuring that infrastructure services are available within the defined SLA
  • Contribute towards ensuring the infrastructure has capacity to meet current and planned future needs
  • Report on overall IT health and performance, justifications, risks, and prioritize work for the IT department accordingly
  • Contribute in the creation and documentation of best practices and processes for use within the IT team and for the business
  • Liaising with external and internal suppliers for both the provision and repair of infrastructure services
  • Participate in Incident, Major Incident and Problem Management processes
  • Assist in the development of team members through knowledge sharing & providing guidance and mentoring
  • Successful stakeholder management across the customers' business including Service Management, VIP's, Personal and Executive Assistants, Senior Management and end users directly.
  • Translate business needs in to working solutions.
  • Provide technical assistance in the project delivery of IT Infrastructure solutions in response to business needs.
  • Contribute to the technical roadmap of IT infrastructure

Essential Skills:
  • At least 3 years in a similar customer facing senior support role
  • Advanced knowledge of Microsoft Windows Server 2003-2012
  • Advanced knowledge of Active Directory
  • Advanced knowledge of Microsoft Exchange Server 2013
  • Advanced knowledge of Storage Technologies (NetApp)
  • Advanced knowledge of Virtualization technologies, especially VMware / Hyper-V
  • Working knowledge of SCCM
  • Documentation creation
  • Ability to work within a team & individually
  • Solid technical knowledge of Microsoft technologies and OS and best practices for the delivery and management of the same.
Desirable skills
  • Cisco Networking (Routers, Switching and Firewalls)
  • Knowledge of Cyber Security
  • Unix/Linux Support
  • ITIL
  • Knowledge of Disaster Recovery

Values & Behaviours:  §  Focus on Customers,  §  Perform through teaming,  §  Innovate,  §  Develop our people


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