Who you’ll be joining

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons.

Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

What You’ll Be Doing

We’re on the lookout for an experienced Infrastructure & Network Engineer to join our expanding global Support Services team, supporting our clients and their IT infrastructure on a day-to-day basis. The role mainly revolves around monitoring and maintaining our client’s physical and virtual networks and infrastructure, responding to alerts from various environments with differing technology implementations.

We work with a wide variety of national and international clients, providing custom support services and technical escalation routes. You’ll be our clients’ first point of contact and will own, manage and solve their technical problems.

We offer hybrid working, giving you flexibility in your place of work, but we do expect you to be in the office for 5 days a week during the first 6 weeks, then 3 days a week thereafter. This can be in either our Durham or Glasgow office, where possible.

Day-to-day responsibilities

• Taking reactive ownership of issues arising from a fast-flowing alert ticketing system and our Infrastructure Monitoring boards.

• Ensuring the customer is communicated with and that these issues are dealt with promptly.

• Proactively looking for opportunities to improve our solutions and customers' businesses to add value through the use of technology by spotting trends and patterns noticed through the monitoring of Client Infrastructure.

• Working within a larger team to provide a range of support from 1st to 3rd line, with the potential to spend time on site with our clients nationwide.

• Liaising with third parties and internal IT teams to resolve their Infrastructure and Network issues.

• Recording your time when working on issues to enable accurate billing to clients.

What we're looking for

If some (or most) of the following sound like you, we'd love to hear from you:

• A good understanding of a range of IT services.

Nice to have

• Experience working in a high-paced environment such as an MSP or similar

• Experience with LogicMonitor

• Experience in PowerShell/Bash scripting

Experience in the following technologies is desirable:

• Windows Server, including AD, DNS/DHCP, SCCM, Exchange

• Dell and HP server Hardware and associated interfaces (iDRAC/iLO)

• SAN and Storage technologies, including underlying fabric

• Virtualisation technologies such as VMware and Microsoft Hyper-V

• Cloud Infrastructure/Platforms such as Azure and AWS

• Networking LAN/WAN technologies, including Cisco and Juniper

• Application layer technologies, including Microsoft SQL and Exchange

• Backup/Replication Technologies such as Veeam and Skykick

• Unified Communication solutions such as Microsoft Teams

• Monitoring and RMM solutions

• Renewing and managing server certificates

• ITIL for service management

• Industry-recognised accreditations relating to the above

How We Take Care of You

As well as offering a competitive salary, we have an attractive benefits package including:

• A healthy work life balance with flexible and agile working being the norm

• Unlimited holiday allowance

• EV car scheme (salary sacrifice)

• Room to grow with supported development opportunities and sponsored training

• Enhanced family policies

• If you ever need it, company sick pay and life assurance

• Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance

• Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.

Waterstons is committed to creating and an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.

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