Junior Infrastructure Engineer

About Us:

We've been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers' changing needs, and the growing threats we all face, we've massively strengthened our well-established cybersecurity capabilities.

Our mission is to unleash the potential of people through amazing IT experiences. 

Junior Infrastructure Analyst Role:

As a 24-7 Infrastructure Analyst, you will play a key role in the delivery of high-quality technical support for Acora and the customer, whilst delivering customer satisfaction and a personalised service.

This position requires troubleshooting, problem-solving and technical skills, using various diagnostic tools. In addition, you should have good inter-personal skills and a sense of initiative to provide high levels of resolution, support, escalation and customer satisfaction.This position is based at an Acora location and reports to a 24-7 Shift Manager.

Shift Pattern: This will comprise of 2 Day shifts, 2 nights shifts and then 4 days off.

There will be opportunities to work overtime when on standby.

Key Responsibilities:

Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.

Work with your colleagues to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests.

Work with a number of different infrastructure systems that may be On-Premise or Cloud based Be able to assess, triage and propose effective solutions for cases.

To receive escalations and in turn know when to escalate cases to ensure timely actions are taken to effectively to achieve the highest level of customer service.

Communicate effectively with customers throughout the ticket life cycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.

Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.

Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.

Work with the Change Management team to create and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.

Work with your Line Manager to maintain a level of technological competence that remains current and fit-for-purpose in your role, agreeing any training needs where appropriate.

Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.

Develop, over time, a knowledge of our customers' businesses and organisation, including key users of technology and their needs.

To highlight needed updates to documentation and identify knowledgebase articles that may be required.
To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.

Any additional tasks or projects as may be required by the Board or management team, in support of the Company's commercial objective.

Key Skills:

Proven experience within infrastructure support team is essential.

Technical knowledge of and previous experience of supporting:
Windows Server Systems
Office 365/Office Applications
Messaging infrastructure and cloud platforms
Virtualisation
Knowledge of Networking (Firewalls, Routers and Switches)

Privacy Policy:

In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.