We are looking for an Infrastructure Engineer to work alongside our existing UK amp; US teams. The position will be the first point of contact for all first amp; second line issues raised in the APAC region, as well as taking on project based tasks as required supported by the projects team in the UK. This is the first hire in the APAC region, though there is an expectation to increase the number of engineers in the future.
The main responsibilities will be:
- Help support a worldwide network, spanning 13 countries.
- Manage a queue of tickets assigned to you via the service desk, (this includes setting priorities and managing expectations)..
- Assist with troubleshooting end user devices around the world.
- Following documented processes and procedures within the team.
- Maintain a high degree of customer service.
- Take ownership of user problems and be proactive when dealing with user issues.
- On-going self-development in the systems that are being used
REQUIREMENTS
- A passion for technology and the motivation to learn and improve.
- The ability to communicate effectively, both in writing and verbally (face to face and over the phone).
- Intermediate Windows and Mac troubleshooting skills.
- Intermediate knowledge of Microsoft based operating systems (client and server).
- Intermediate knowledge of Apple OS X.
- Experience amp; knowledge of Active Directory
- The ability to build good working relationships with colleagues and clients.
- Self-motivated and capable of working without supervision.
- Enjoy taking ownership of tasks and taking them to completion.
Experience with the following would be desired (not essential):
- ESET Anti Virus / Encryption
- Freshservice
- Ivanti Patch Manager
- JAMf
- Meraki Firewalls, Access Points amp; Switches
- Microsoft RDS
- Office 365 / Azure AD