Infrastructure Engineer - Full Time

Purpose

Team Members aid in achieving team’s goals as set out by the CTO and contribute to the success of the overall Group’s business objectives. Roles in this group are responsible for carrying out the day to day duties within their teams to achieve their departmental objectives. They must carry out any reasonable requests made by senior management to attain business continuity and success.

Reporting to the Head of Networks and Infrastructure, the role of Infrastructure Engineer is to oversee the day to day operational function of all Wi-Manx Infrastructure Services, provide support for priority customers, carry out pre-sales work and cross train the Technical Support Team.

Key Responsibilities

General:

  • Infrastructure Management
    • Responsible for the service availability of Wi-Manx Services and day to day management of the underlying infrastructure covering, but not limited to:
      • Cloud Platforms
      • Dedicated Servers
      • Managed Firewalls
      • Hosted Exchange
      • Load Balancer Services
      • DNS services
      • Shared Hosting platform
      • Storage Platforms
    • Performance Monitoring, Optimisation and Capacity Planning
    • System upgrades and Change Management
    • Disaster planning and Business continuity
    • Write RFO documents to cover any significant events, including internal report on recommended follow-up action
    • Write technical documentation for all platforms, products and services, including product definitions documents and operation manuals for the Technical Support team
    • Provide out of hours and on-call support for escalated incidents
    • Working with the Service Delivery Manager, develop and maintain metrics and KPI’s to drive operational efficiency
  • Assist with network and datacentre operations responsibilities
  • Provide information to Customer Services Manager to support Monthly Reporting
  • Adhere to the Health and Safety Policy
  • Ensure you have the appropriate resource including the skills and abilities to deliver your responsibilities
  • Manage yourself to ensure that activities are completed to achieve role KPI’s
  • Ensure departmental documents and processes are followed to ISO standards
  • Actively build relationship with customers, suppliers and colleagues as required
  • Assist with any Ad-hoc activities as determined by the CTO or Directors

KPI’s

  • 100% Maintain availability and performance of Systems and Services within SLA
  • 100% Security Advisories addressed in accordance with policy
  • 100% On-Call response within published SLA

Person Specification

Skills & Knowledge

Essential:

  • Common Internet Protocols (HTTP\HTTPS\FTP\DNS\SMTP\POP3\IMAP)
  • SAN, NAS systems and related storage technologies
  • Virtualisation technologies and platforms (VMWare, OnApp, Hyper-V)
  • Firewalls, UTM and related security technologies
  • Email systems including Microsoft Exchange, MailEnable, MailSite
  • Windows based systems, Active Directory and software

Skilled in:

  • Switching, Routing and related technologies
  • Broadband technologies (ADSL\SDSL\VDSL) and related technologies
  • Web hosting technologies, systems and control panels (cPanel, Plesk, WSP)
  • Working within ISO 9001 to ensure Quality Management
  • Working within ISO 27001 system to maintain Information Security
  • Change management
  • Project management

Familiar with:

  • Internet Routing architectures and protocols (BGP, OSPF, MPLS, BFD)
  • Linux (CentOS) based systems and software
  • SpamExperts email security and archiving system
  • Domains, DNS, registrars and related technologies
  • Point to Point Wireless Networking Technologies
  • Web Hosting technologies, systems and control panels (cPanel, Plesk, WSP)
  • Centralised Authentication Services (TACACS & DIAMETER)
  • Working within the quality management system ISO 9001 to maintain a culture of continuous improvement

Personal qualities:

  • Excellent communication skills, face to face, by phone and e-mail
  • Self-motivated, adaptable and quick leaner
  • The ability to remain calm under pressure
  • First class problem solving and analytical skills
  • The ability to adapt, learn and master new technologies as required by the business

Experience and Qualifications

Essential:

  • Minimum 2 years’ experience in a similar role
  • Delivering complex technical solutions with budget and timescale pressures
  • Experience with Technical Support process engineering, de-skilling processes, task automation, training and mentoring co-workers
  • Experience liaising with customers on technical solutions at a senior level
  • Project management experience
  • Preparation of performance reports as input for senior management processes
  • Appropriate professional level vendor accreditation such as Microsoft, Juniper, Fortigate, Cisco

Desirable:

  • Educated to degree level or equivalent
  • Full clean driving license
  • Knowledge of ITIL
  • Knowledge of Prince 2

To apply, please send us your CV together with a cover letter to careers@elitecommsgroup.com with the job title as the subject line.