Infrastructure Engineer - Level 3

About you:

Reporting to the Cloud Engineering Infrastructure Team Leader, you will play a key role in supporting, maintaining, and improving the infrastructure services we deliver to our internal and external customers around the globe. The Infrastructure Engineer L3 is responsible for ensuring our services remains available, secure, cost effective whilst performing to design. This role is required to administer, support, maintain our global infrastructure working autonomously and collaboratively with our local and global team members. As an experienced Infrastructure Engineer, you will provide mentoring and leadership to the junior team members. You will need to apply your knowledge of compute, hypervisor, storage, backup and replication solutions to ensure best practice configuration, performance and security is maintained. You will take the lead during high pressure customer affecting incidents to quickly restore service or determine effective work arounds and communicating to stakeholders. This is an ideal role for someone who has a solid foundation in Information Technology, a thirst for knowledge, a curious mind and a desire to do more with their skills. This role also carries a strong need for service and SLA orientated thinking with a customer first mentality, and cultural sensitivity. Driven by technology Access is able to offer a remote interview and onboarding process as well as hybrid working environments, and you'll be based in the most appropriate office location.

Day-to-day, you will:

1. Effectively manage your assigned tickets, with timely and clear updates whilst assisting with the ticket allocation. Look for reoccurring incidents to address the problem at the root cause
2. Be responsible for all infrastructure up to the hypervisor level including patching and maintenance
3. Take personal accountability for our products so that they remain available, secure, reliable and provide an excellent customer experience
4. Manage high pressure incident scenarios, taking the lead, balancing technical resolution with timely service restoration together with stakeholder communications
5. Prepare incident reports with the view to find the root cause and determine the permanent corrective actions
6. Improve the out of hours customer experience by working on critical incidents when required
7. Proactively use technology and knowledge to improve our services and simplify the customer experience, mitigate risk, improve usability, reduce running cost and to impact our goals/SLAs
8. Closely co-ordinate with Product Engineering, Architecture, Security and DevOps teams to ensure that designs, standards and quality can be delivered to improve the customer experience
9. Research and build knowledge of new and generally available services, new ways to use technologies and changing business processes to gain efficiencies and improve customer experience including automation
10. Create technical and operations standards and procedures, maintain and update technical documentation. Lead by example by following process and actively improving documentation and streamlining process

Apply now at

Your skills and experiences might also include:

1. Technical Leadership skills
2. Advanced troubleshooting and problem solving
3. Proven technical experience in Hybrid-Cloud and hybrid-virtualisation platforms
4. Select, implement, and utilise tools to monitor, manage and resolve majority of issues at the first instance
5. Ability to quickly learn new products
6. Strong IP/Networking skills (good understanding of TCP /IP and ISO Model, troubleshooting tools)
7. Excellent understanding of Server and Storage hardware (i.e. RAID sets on servers, SAN, tape drives)
8. Cisco blade compute technologies is advantageous
9. vSAN and SAN experience (preferably Netapp)
10. MCSA / MCSE 2012 or newer / VCP in VMware v6 or v7 is essential
11. Citrix and Virtualisation (including technologies such as Netscaler, Remote Desktop solutions, VMWare or Microsoft hypervisors)
12. Ability to analyse network traffic (using tools such as Wireshark)
13. Good written and oral communication skills
14. Proven track record in ability to work to agreed targets and SLAs

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