Senior Digital Workplace & Infrastructure Engineer

Role overview

Key responsibilities

• Drive incident management and ensure incidents are logged, progressed, and resolved within agreed timeframes.
• Escalate incidents and problems; determine recovery actions, owners, timelines, workarounds, and escalation approaches.
• Conduct root cause analysis and preventive management; participate in post-incident reviews and complete follow-up actions.
• Review changes to protect production, manage changes linked to major incidents, and conduct releases according to company processes.
• Monitor logs and dashboards and respond within SLAs to service requests, incidents, and events raised through multiple channels.
• Lead incident escalations and manage priority and major incident recovery, including suppliers, partners, and stakeholders.
• Communicate service events, update stakeholders and tickets, and produce KPIs, management information, event timelines, and action logs.
• Identify opportunities for continuous service improvement.
• Set up and maintain user and desk hardware; install, configure, and maintain laptops, printers, network devices, and remote access connections.
• Manage accounts across applications and infrastructure and maintain asset records in configuration databases and listings.
• Join the out-of-hours support rota as required and follow company processes, procedures, and policies.

Skills and experience

• Demonstrable first-line, service desk, or systems administration experience, with strong IT hardware and software troubleshooting skills.
• Strong understanding of M365 administration, including email blocking and troubleshooting, domain handling, and security.
• Understanding of Sophos or similar endpoint protection agents and using them to increase security controls; good understanding of Server Manager and configuration.
• Good understanding of at least one key technology, such as VoIP, cloud telephony, or VPN.
• Asset management experience; examples include JumpCloud and Jira Assets.
• ITIL certification or demonstrable experience in an ITIL-aligned environment; experience with one or more service management tools such as Jira or ServiceNow.
• Ability to understand networks, applications, and servers; incident and problem management experience and skills.
• Excellent communication skills.

Benefits

• Benefits include 25 days of holiday plus a birthday day off, pension contribution, life assurance, and private medical, dental, and optical insurance.
• Free breakfast is available.

Workplace

• Hybrid working is offered.
• The role includes an out-of-hours support rota as required.

About Chetwood Bank