Infrastructure Analyst – 50% work from home REF 1000

March 3, 2022
york, United Kingdom
Job Type


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

Other benefits:  

  • 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

Main Duties & Responsibilities

  • 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
  • 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 and
  • 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
  • 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
  • Ongoing documentation of network, infrastructure and related
  • To always be willing to carry out any other reasonable
  • Adhere to asset and access management policies and procedures

Required Skills

  • 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 customer service skills & problem-solving skills
  • Assertive, confident, positive and professional manner
  • High degree of multi-tasking
  • Flexible and adaptable as the business demands
  • Ability to work under pressure
  • Must have a “can do” attitude at all times
  • At least 5 years’ experience of working in a Service Desk environment

Desired Technical Knowledge

  • Microsoft
    • Windows Desktop OS
    • Exchange
    • Windows Server
    • Active Directory/Group Policy
    • SQL Server
    • SCCM
    • Office 365 Suite
    • Licensing
    • Intune
    • Azure
    • SharePoint
  • VMWare
    • vSphere ESX
    • Horizon View
    • Workspace One
    • AirWatch
    • vSAN
  • Citrix VDI and Xen App
  • Veeam Backup Enterprise Suite
  • WatchGuard Firewall
  • Kemp Load Balancers
  • Experience of configuring new hardware and software
  • Software and Operating Systems: implementation, patching, configuration changes, fault
  • Anti-malware strategies (Sophos / Symantec / McAfee / Trend / Mimecast)
  • Infrastructure Security
  • Networking (VLAN / DNS / DHCP / VPN / firewall configuration / routing / server builds / subnets / switch configuration)
  • Large data volume storage solutions (DAS / NAS / SAN)
  • Cloud Technologies (Azure / Amazon Workspaces / IBM BlueMix / vCloud Air)
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