Infrastructure Engineer

Job summary

FluidOne is seeking a competent Infrastructure Engineer to provide IT consultancy services to clients. This role involves implementing, migrating, training, developing internal processes, and maintaining/upgrading hardware and software for FluidOne’s PaaS offering. The engineer will also support clients and colleagues, manage escalations, improve processes, and create documentation for the PaaS infrastructure.

Qualifications

• Excellent verbal and written communication skills, including effective communication with internal and external clients up to senior management levels
• Ability to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service
• Ability to work independently and complete tasks within given parameters, instructions, routines, and accepted practices
• Proven experience in an IT Support Role and Team
• Adherence to all integrated ISO management systems and ISO data security systems
• Ability to maintain regular, punctual attendance
• Clear and concise communication in all telephone and written interactions
• Completion of all necessary paperwork and administrative tasks, including timesheets, expenses, and ticket notes, in a clear and accurate manner
• Ability to handle constantly changing workflow, remain productive during slow times, multitask effectively during busy times, and exercise patience and professionalism during stressful situations

Responsibilities

• Provide IT consultancy services to FluidOne clients
• Implement, migrate, train, develop internal processes, and maintain/upgrade hardware and software for FluidOne’s PaaS offering
• Support clients and colleagues in a timely manner according to support contracts
• Manage specialism area including escalations, process improvement, documentation, and training for PaaS infrastructure
• Provide reactive and proactive technical support services and incident management
• Monitor and maintain systems and networks
• Install and configure systems
• Diagnose faults on hardware and software
• Solve technical and application issues via phone, email, or in person
• Guide clients through troubleshooting steps
• Refit and/or replace client hardware
• Support updates and/or roll-outs for client applications, including user training
• Work to Service Level Agreements (SLAs)
• Prioritize and manage multiple open tickets
• Establish good working relationships with clients
• Take details of client problems or service requirements and escalate appropriately
• Take ownership of tickets until completion, even if elements are delegated
• Work out of the office, at client sites, or at datacenters
• Test and evaluate new technology, applications, and processes
• Act as an escalation point for colleagues

Travel

Relocation