1st Line Infrastructure Support Analyst – Evening Shift

We have an incredibly diverse, talented and committed team of people whose focus is squarely on working together to keep critical applications running 24 hours a day, so that our Clients can focus on building success in their own field.

Due to our continued success and growth we are looking to recruit an additional person to join one of our Infrastructure Support Shift teams. Reporting to the Shift Team Leader and Shift Manager you will be responsible for providing the first point of technical support for our clients’ complex server infrastructure and deliver a responsive and effective 24×7 support service for client issues and requests. Your responsibilities will be:

• To respond to client issues received by telephone, voice mail, e-mail and via the customer portal
• Respond to incident alerts making sure that they are logged and progressed effectively within defined service levels and call management guidelines.
• To manage and complete scheduled tasks on time.
• To ensure effective client communications take place
• Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
• Apprise the Team Lead of emerging issues.
• To adhere to ITIL framework processes
• Assist the backup team with the preparation of media for tape changes
• Share information across your team and department
• Contribute documentation to the shared knowledge base

Person:

• Demonstrable experience of working in an IT infrastructure focussed helpdesk role.
• Good knowledge and understanding of internet/ecommerce technology and its importance to organisations.
• Basic technical awareness of IT server infrastructure.
• Knowledge and demonstrable experience of using a call management system.
• Excellent customer service skills.
• Excellent demonstrable written and verbal communication skills.
• Ability to multi-task and work well under pressure.
• Ability to document processes and procedures in a clear, concise and logical manner.
• Knowledge of the ITIL framework desirable

Attenda (www.attenda.com), is one of the UK’s leading managed service and cloud platform provider, specialising in running business critical applications. Our Business Critical IT approach combines business outcome focus with a structured engagement methodology and supporting services and infrastructure.

Through our structured Define, Design & Verify engagement methodology, we help to facilitate the right choices for our Clients; leveraging modular, scalable and secure platforms that deliver agility and reliability.

This proven operational foundation ensures better business outcomes, whilst supporting innovation and optimisation; enabling Clients to focus on strategy and their business, making them more competitive.

We have built up a commanding market reputation, with the industry’s leading accreditations and an unrivalled portfolio of over 100 UK enterprise Clients. Positioned as a Leader in the Gartner Magic Quadrant for European Managed Hosting 2013, we are an ISO9001, ISO27001, ISO20000 and ISO22301 accredited company, a Microsoft Gold Hosting Partner, VMware Premier Service Provider, an AWS Advanced Consulting Partner, a SAP Partner (and SAP Certified in Cloud Services), an HP Cloud Agile Partner; and we are also a G-Cloud certified service provider.

Our compelling culture and values have earned us 23rd ranking in The Sunday Times 100 Best Companies to Work For 2014, plus a Three Star Extraordinary Best Companies accreditation. Additionally, we are one of only seven companies to have been ranked in the UK’s Sunday Times ARM Tech Track 100 for three consecutive years, and have won several other leading industry awards year on year.