Infrastructure Systems Engineer II managing production application support for Conduent. Collaborating on ITIL processes and incident management while working in a 24/7 environment.
About the role
- Infrastructure Engineer providing technical 2nd line support in Cardiff. Join ARO's team with a focus on customer service and IT technologies.
Responsibilities
- Provide 2nd line technical support to customers
- Take ownership of reactive and proactive escalated support queries
- Log calls, troubleshoot, and resolve issues within agreed timeframes
- Act as a point of escalation for 1st line team
- Offer guidance and mentoring to 1st line engineers
- Communicate effectively with customers and other staff
- Keep abreast of current IT and solution trends, technologies, system information
Requirements
- Experience of working in a technical customer service IT support role
- Experience of working to SLAs
- Experience of working with PSA/IT Helpdesk software and RMM tools
- Experience of working in a fast-paced environment
- A good understanding/working knowledge of the following technologies: Windows Client/Server operating systems, Microsoft Office suite, AV Products/PC & Server security, AD/AAD
- Networking skills including Firewalls, VLAN, routing, DHCP, DNS, IP Subnets etc
- Good knowledge of Microsoft 365 and associated technologies (SharePoint, Exchange Online, Teams etc).
- Good knowledge of Microsoft Azure and Intune (Endpoint Manager)
- Experience working with Virtualisation platforms (Hyper V, VMWare)
- Knowledge and experience working with backup platforms (e.g. MABS, Veeam)
- Working knowledge of SANs/Storage arrays
- A full UK driving license and access to own vehicle
- Experience of AVD (desirable)
- Experience of Mac OS (desirable)
- Experience of working with MDM platforms (desirable)
Benefits
- Company Pension Scheme and matching contributions
- Company Perks portal
- Private Medical insurance
- Life assurance
- 25 days holiday plus bank holidays plus holiday trading
- Your Birthday off, on us
- Health Club and Wellbeing Scheme
- ARO Shares after 12 months employment
- Employee Assistance Programme
- Technical Training Academy and E-learning
- Hybrid working
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