Infrastructure Engineer – 2nd to 3rd line – Enterprise level client – Huddersfield based

April 14, 2023
Westgate, Huddersfield, United Kingdom
Job Type
£34000 to £42,000
Work Hours
9am - 5pm
Infrastructure Engineering
2nd / 3rd Line Support
Contact number
Bupa - Life x 3 - 28 Days Holidays - Free Parking
West Yorkshire


We are looking for a senior technical person to join our team as an Infrastructure Lead who will report to the IT Manager, This is a great opportunity for an experience for a technical support person who is interested in moving into management.

A presentable and highly organised individual, with a keen attention to detail and a methodical approach to their work including a logical approach to problem solving. An effective communicator, able to deal with colleagues and potentially suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines as well as the drive to expand their knowledge as appropriate.


• Ideally from a Second/Third line support background – Desktop Services / Server Support
• Experience of root cause fault analysis and problem management on Microsoft services based infrastructure.
• Experience in managing and implementation of network devices and firewalls
• Experienced with supporting with a wide variety of business customers with a wide range of technical ability.
• Able to mentor and provide a technical lead to the Infrastructure team
• Able to manage the distribution and escalation of support tickets and changes


• Experience leading a technical team
• VMWARE ESXi 5.0, 5.1 and 6.0
• Experience working with SQL
• Experience working with Cisco ASA Firewalls
• Experience working with Avaya Switches

To participate in induction and training programmes as requested.

To attend training courses when arranged, and read relevant material as distributed by colleagues.

In addition to leading the Infrastructure team, this role would also involve:-

• Resolving 3rd line incidents and requests
• Taking ownership of end user faults and bringing them to a successful resolution
• Ensuring all tickets are resolved to a high level of customer satisfaction
• Providing regular feedback to users re the status of their tickets
• Providing exceptional communication between the Infrastructure Team, end users and resolver groups
• Effective ticket management and tracking using the Remedy ticket logging system
• Proactive Management of tickets raised with 3rd party resolver groups
• Utilising various remote takeover tools when necessary
• Liaising and assisting Field Engineers on client sites
• Ensuring all tickets are categorised to correct standards
• Following Security admin and information security processes
• To acknowledge and be prepared to act upon change as directed.
• To undertake additional training and assessment as required.
• To participate, or if appropriate, initiate new ideas, projects and trial within the group.

• Lead, mentor and support the infrastructure team.
• Responsibility for the day to day end user IT support needs of the company.
• Assists in testing and implementation of company systems.
• Serves as main point of escalation for all IT support and helpdesk functions.
• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to appropriate resource and manage the support queues
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports as requested
• Stay current with system information, changes and updates
• Carry out ad-hoc data functions as required by the IT Manager
• Any other ad hoc tasks that are requested from time to time to include other departments.


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