Infrastructure Engineer

We have an exciting opportunity for a person to join our busy Infrastructure Team working on a range of activities across a wide range of infrastructure and security disciplines, delivering Business-as-Usual support to all of our IT Infrastructure.

With sites across the UK, our IT infrastructure team supports all users across the business, providing customer service to our practices, who employ more than 8500 colleagues, caring for millions of our nation's animals. Support teams react quickly and positively to incoming incidents, determining whether issues can be resolved internally, or need escalation - which you will then own, as the recipient of more technical queries. The successful candidate will report to the Infrastructure Manager, and work closely with colleagues in the Service Delivery, Projects, Security and Technical teams.

What the role involves

This is a fantastic opportunity to be involved in supporting our colleagues, driving change and improving processes within the VetPartners IT Operations team.

• Owning escalations as the subject matter expert for BAU tickets escalated from 1st/2nd line teams


• Resolving complex tickets across all hardware & software platforms at a 3rd line level


• Taking ownership of complex and technically challenging issues with the ability to produce RCA documentation upon resolution


• Manage and maintain the various tool sets and solutions around security / mail hygiene / backups


• Manage 3rd party vendors to drive fault resolution and change on software/hardware issues


• Manage multiple managed service providers to drive fault resolution and change on hardware/software/cloud solutions


• Documenting fixes - you will enjoy building a Knowledge Base to share between colleagues


• Support the projects team with infrastructure support and project delivery using your specialist skill set


• Proactive monitoring and maintenance of infrastructure estate, using RMM platforms


• React to security alerts highlighted to VP from infosec toolsets, respond to output from penetration tests to remedy vulnerabilities


• Ensure that build baselines are tested for reliability, functionality, and security


• Consult on hardware solutions and provide guidance on hardware standards


• Ensure ITSM tooling platforms are actively maintained with ticket updates, problem records, change notifications and asset management


• Play a key role in developing and implementing service improvements


• Provide support and mentoring to colleagues across the IT Service


The position will be based primarily in York - where our team works from a friendly central support office, with flexibility for 2 days based at home, though may require occasional travel to other UK sites for, major issue resolution.


• From a highly technical background, with experience of ensuring the lights are on 24x7 with only limited and controlled downtime


• 2+ years of Technical Support experience in enterprise applications that feature data, analytics, & insights


• Public cloud - Microsoft Azure and associated bastions, Kubernetes, Application Gateways, Express Routes, and Traffic Managers


• Strong O365, Teams, Exchange online, PowerShell experience


• Advanced data analysis skills utilising MS Excel


• Strong VMware and Hyper-V knowledge from basic build to advanced high availability clustering


• Detailed and proven understanding of physical server hardware components and configuration with strong fault diagnostic capabilities, these need to include RAID config and planning workload placement on storage arrays


• Understanding of WAN, SDWAN, MPLS, FTTp/c, Routers, Switches and Firewalls


• Detailed understanding of TCP-IP, IP routing protocols (BGP and OSPF)


• Detailed and working knowledge of Microsoft Server operating systems, Active Directory and components, including INTUNE, group policy and WSUS


• Understanding of ITSM toolsets (Freshservice being desirable)


• Confident in communicating with management and colleagues alike, whilst being diplomatic and professionally focused


• Able to work well under pressure with an ability to multi-task, by using good time management techniques


• Be punctual and tenacious, whilst demonstrating perseverance


• Have strong customer service skills, empathising with customers and approaching telephone conversations with a polite manner


• Openness to occasional travelling to remote locations


• Attendance in the office 3 days per week
  
  A competitive salary


• Monday-Friday 37.5hour working week


• 25 days holiday + bank holidays, and the opportunity to buy or sell holiday additionally


• CPD allowance


• Pension


• Health Shield Plan