Infrastructure Support Engineer

Overview

The Infrastructure Support engineer is required to provide 2nd line support internally, third/fourth-line support to higher value/more technically involved external clients, provide an escalation point for the analysts within their team, and work closely with the Tech lead and senior Service Management team.

The day-to-day responsibility includes a mix of responding to calls or emails from clients, logging queries, following them through to resolution under the contracted Service Level Agreements, and building customer relationships via regular service review calls.

The successful candidate will require an aptitude for working with applications/systems to analyse, diagnose and resolve client problems, ranging from straightforward questions to more complicated technical problems, and a strong drive for delivering outstanding customer service. This role requires the individual to prioritise work in real-time to ensure that tickets and tasks progress within expectations.

The role will include working as part of an internal CPS team or a mix of client and CPS professionals on engagements that require strong interpersonal skills to complement your technical and delivery experience.

At CPS we believe that diversity drives innovation and excellence. We are committed to creating an inclusive environment where everyone feels valued and respected, regardless of their background, identity, or experiences. We welcome applications from individuals of all genders, ethnicities, ages, abilities, sexual orientations, and religious beliefs. Our goal is to build a team that reflects the diverse communities we serve and to foster a culture where everyone can thrive and contribute to our collective success.

Location: Reading Area

Role Type: Hybrid (Minimum 3 Days per week in the office)

Key Responsibilities

Customer Support:

1. Understands business requirements, designs solutions and the ability to articulate the designed solution to the CPS client's around support tickets
2. Conduct and schedule regular service review meetings with customers to aid in identifying potential opportunities or issues (remotely and face to face)
3. Understanding and managing intricate clients and difficult situations with the support of the Service Management team
4. Contribute to the ongoing development of the Managed Services function by sharing knowledge, experience and expertise with other team members
5. Assist in the creation and growth of service propositions
6. Identify further opportunities for the business through additional project work or expansion of services delivered
7. Liaise with customers regarding post-sales requirements and delivery, and will have input into ongoing service reviews
8. Recognise opportunities for improvements to procedures by pro-actively offering ideas and solutions
9. Provide an escalation level for problem support, resolution and communication as appropriate
10. Work with the Managed Services and App Support teams to ensure all aspects of the department's "business as usual" operations can be maintained to meet customers' requirements

Internal Roles:

1. Ownership of their own deliverables:
2. SLAs are within tolerance levels
3. Initial response SLAs
4. Rolling Response SLAs
5. Skills matrix is maintained
6. Support process and standards development
7. Support Process/SOP Documentation creation/maintenance
8. Supporting internal handovers for new customers
9. Mentoring of new support staff and skills sharing
10. Escalating long-standing unresolved calls to Service Management
11. Attending and leading the following meetings both on and offsite supporting service management:
12. External Service Reviews
13. Internal Account Reviews
14. Pre-Sales Support
15. Liaising with Service Management
16. Technical and process escalation point for Service Desk analysts
17. Carrying our trend analysis and providing solutions to service management.

Desirable Personal Attributes

1. Personable, and a quick builder of relationships
2. Good interpersonal & customer care skills
3. Good writing & oral communication skills
4. Imaginative problem solver
5. Ability to work as part of a team of specialists
6. Appreciation of a quality approach
7. Sensitive to commercial opportunity
8. Confidence in personal abilities
9. Fast assimilator of information
10. Resilient, appropriately persistent
11. Strong drive for excellent customer service

Technical Experience

1. Good understanding and demonstration of technical expertise in:
2. Azure IaaS
3. VMware ESXi
4. Hyper-V
5. Windows Server OS
6. Windows Active Directory
7. SSO/SAML
8. PKI
9. Microsoft Endpoint Manager
10. Microsoft Exchange (OnPrem / Online)
11. Microsoft Defender for Office365
12. Basic/ Fundamental understanding of supporting technologies in:
13. SAN's
14. Networking
15. VLAN's
16. Firewalls
17. Routing
18. Azure Active Directory
19. SharePoint / OneDrive
20. Azure Virtual Desktop
21. Linux
22. SNMP / Event Monitoring
23. M365 Lighthouse
24. Veeam

Desirable Certificates

1. VMware Certified Professional
2. Microsoft 365 Certified: Enterprise Administrator Expert
3. Microsoft 365 Certified: Modern Desktop Administrator Associate
4. Microsoft 365 Certified: Teams Administrator Associate
5. Microsoft 365 Certified: Security Administrator Associate
6. Microsoft Certified: Azure Solutions Architect Expert
7. CCNA/ CCNP
8. Veeam certified engineer

Success Criteria

In order for the candidate to successfully pass the probation period and be eligible for the permanent job role, the following criteria must be met.

1. Customer SLAs
2. Contractual SLAs are a key metric by which CPS tracks the compliance of services provided by Service Management to our customers. For the candidate to be successful, the following SLA targets must be hit:
3. Individual's Customer SLAs
4. Initial Response SLA
5. Initial response SLA for Infrastructure Support customers must be at 95%+ for the months during their probation.
6. Rolling Response SLA
7. Rolling response SLA for Infrastructure Support customers must be at 95%+ for the months during their probation.
8. Individuals Customer SLAs
9. Initial Response SLA
10. Initial response SLA for Agents tickets must be at 95%+ for the months during their probation.
11. Rolling Response SLA
12. Rolling response SLA for Agents tickets must be at 95%+ for the months during their probation.

External Customer CSATs

Customer CSATs are the key metric used to determine to quality of services provided to our customers. For the candidate to be successful, the following CSAT targets must be hit by the end of the 6 month probation period.

Certifications

1. ITIL V4 Foundation
2. If v3 has not already been achieved.

Where targets are missed, the candidate will be required to:

1. Investigate why the target(s) were missed
2. Draw up follow up actions to ensure the success of the target(s) moving forward
3. Play back the results of the investigation, and next steps to Service Management.

CPS Benefits (Current at the time of writing. Subject to change.)

1. Hybrid working (work from where you choose to, whether home, the Green Park, Reading office, a regional Landmark location, or a coffee shop!)
2. Initial onboarding will take place in the office, and you should be prepared to travel to the office/agreed location for team meetings approximately once per month.
3. 9 Day Fortnight
4. PMI with Vitality Health
5. Medical Cash Plan with Medicash
6. Income Protection with YuLife
7. Death in Service with YuLife
8. Employee Assistance Programme
9. 25 days holiday - increasing to 26 days after 1 year, to 27 days after 2 years and to 28 days after 5 years
10. Your birthday day off
11. Access to Costco Membership
12. Salary Sacrifice Scheme, applicable to:
13. Workplace Pension
14. EV Car Scheme
15. Discounted Gym Membership
16. Cycle Scheme
17. Holiday Exchange Scheme: buy up to 10 additional day per year and sell up to 5.

In addition, these are just some of our cultural benefits

1. Quarterly and annual star performer awards - voted for by your peers and colleagues
2. Spot Awards of £25 and up, to instantly recognise excellence in you and your colleagues
3. Annual professional and personal training budget to support your PDP
4. Career Development Framework
5. Reward schemes that are designed to thank you for your hard work and make life a little more affordable.
6. Monthly employee experience/engagement survey
7. Quarterly company meetings
8. Social/team building events, organised by our incredible Employee Forum
9. Regular, meaningful 1 to 1s
10. No arduous annual appraisal process - your line manager will hold a progress meeting with you quarterly, as a minimum, to review and realign your objectives and your PDP as appropriate
11. Long service recognition at 5, 10, 15, 20 years and onwards
12. Award winning culture