Senior Digital Workplace & Infrastructure Engineer

Key Responsibilities

• Drive incident management activities and processes and ensure efficient logging, progression, and resolution within agreed timeframes.
• Escalate incidents and problems to internal and external stakeholders as appropriate.
• Determine and evaluate appropriate recovery actions, action owners, appropriate timelines for recovery actions, suggest workarounds, and escalation approaches.
• Conduct root cause analysis and preventive management to ensure repeat occasions are avoided.
• Ensure appropriate feedback and actions raised for changes required linked to Major Incidents and ensure the processes to these remain fit for purpose (e.g., Change and release management).
• Conduct and participate in post incident reviews and carry out related actions.
• Proactively monitor logs and dashboards to identify service impacting events and minimise impact through timely resolution.
• Respond, within SLAs, to service requests, incidents, and events raised via multiple channels (e.g. ticket management system, alerts, direct message, monitoring, logs,. Dashboards)
• Carry out releases as required to the company process.
• Lead escalation of lower severity IT Incidents as required with appropriate stakeholders.
• Ensure timely communication is carried in relation to service events, especially major incidents, and keep stakeholders and tickets updated.
• Responsible for the recovery for priority and major incidents, including managing internal / external suppliers, partners and management of stakeholders.
• Participate in and contribute to Continuous Service Improvement via identifying opportunities and making improvements.
• Review and approve changes to ensure production is always protected.
• Produce accurate KPIs, MI, event timelines / logs, and robust logging of actions on tickets.
• Set up and maintain hardware for users, desks, and at our various premises.
• User account management across all applications and infrastructure.
• Install, configure, and maintain the company’s hardware and services (e.g. Laptops, Printers, Network devices, and remote access connections)
• Ensure compliance with Chetwood processes, procedures and policies.
• Maintain and update asset holdings within relevant configuration databases and listings.
• Join the out of hours support rota as required

Skills, Knowledge and Expertise

• Demonstrable experience in 1st Line, Service Desk, or Sys Admin.
• Excellent communication skills.
• Excellent IT software/hardware troubleshooting skills
• Strong understanding of M365 administration e.g email blocking, 
• email troubleshooting, domain handling, security, etc
• Understanding of end point protection agents (Sophos) and being able to leverage them to increase security controls
• A good understanding of Server Manager & Configuration
• A good understanding of a key technology (e.g. VoIP, Cloud Telephony, VPN, etc.)
• Asset Management (e.g. Jumpcloud, Jira Assets)
• ITIL certification or demonstrable experience working in an ITIL aligned environment.
• Experience with one, or more, Service Management tools (e.g., Jira or Service Now)
• Ability to understand technical disciplines (Networks, Applications, Servers)
• Incident and problem management experience and demonstrable skills in this area.

Benefits

• Competitive salary
• 25 days holiday PLUS your BIRTHDAY off
• Pension contribution with Royal London
• Life Assurance
• Private medical, dental and optical health insurance with
• Axa
• Hybrid working
• Free breakfast available