Infrastructure Analyst

Key Responsibilities

• Work in alignment with the Event and Incident processes to provide efficient event triage, investigation, and resolution
• Adhere to Key Performance Indicator (KPI) measures to ensure timely resolution and minimise impact on infrastructure services
• Collaborate with the L1, L2, and L3 teams to investigate and resolve incidents or requests that have been triaged
• Follow Incident and Request processes to ensure prompt resolution and customer satisfaction
• Receive escalated incidents and requests from L1, creating knowledge articles as required for training and mentoring purposes
• Identify underlying issues in resolved incidents or requests and raise problem tickets for review and action by L3 teams and collaborate on deploying resolutions into client environments
• Ensure that recurring issues are addressed effectively to prevent future disruptions
• Execute standard changes on customer estates as assigned by the Change owner, including Tech Ops, Sec Ops, or Clients through the Acora TAM (Technical Account Manager) platform
• Ensure changes are implemented following established protocols and documentation
• Proactively identify opportunities for Continuous Service Improvement (CSI) within the infrastructure domain
• Raise technical CSI initiatives to the Technical Authority within Acora for evaluation and implementation

Key Skills

• Bachelor's degree [or relevant experience] in Computer Science, Information Technology, or related field
• Proven in infrastructure operations or a similar role, ideally in a Managed Services Provider
• Proficiency in incident management and troubleshooting methodologies
• Strong understanding of ITIL framework and processes
• Experience with standard change execution and change management procedures
• Excellent communication and collaboration skills
• Ability to prioritize tasks and work effectively under pressure
• ITIL certification(s) is a plus
• Experience and working knowledge of the following technologies or methodologies: Microsoft Server (DNS, DHCP, GPO etc), InTune, Windows Endpoints (Windows 10,11), Mimecast, AVD, Exclaimer, Azure, Microsoft 365 products

Personal Specification

• Opportunity to work in a collaborative and innovative environment
• Career development and training opportunities
• Competitive salary and benefits package
• Chance to contribute to the success and growth of a leading IT service provider

Benefits:

• Free parking
• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person