As part of its services portfolio, Daisy provides on-site, Third Line Support (Infrastructure Engineer), specifically to our Customers.

The role of the Infrastructure Engineer is to manage resolver group calls. This entails the professional resolution of incidents, responding to complex Service Requests that relate to the core infrastructure or undertaking scheduled pro-active infrastructure management or project management tasks.

As an on premise representative of the IT service function, effective communication with Daisy and our customer's IT team and their clients IT users is vital in maintaining a high customer service perception.

You will be required to:

• Respond to, and accept, any reasonable request from the Group IT Infrastructure Manager that is within your skillset.
• Ensure all tasks are completed and all appropriate documentation/reporting is updated.
• Updating of ITSMS records relating to calls
• Call handling of escalated requests for service/effective communication
• Resolution, where possible and escalation as required.
• Service Level Management of incidents within the Infrastructure Engineer's ITSMS queue
• Provide technical diagnosis and resolution of any incident placed into the infrastructure queue. 
• Effective and professional communication skills with the user in call handling and in updates to the ITSMS
• Validating any Service Requests raised via the Service Desk or other triaged from another resolver.
• Escalating and updating the Account Manager and the customer's IT Infrastructure Manager if related to a P1 or P2 incident. 
• Ensure that a professional, courteous and proactive service is delivered to the client. 

Skills required are:-

• Knowledge of Microsoft Server 2012 / 2016 in both on-premise and hosted in Azure is desirable
• Knowledge of Microsoft 365 Administration
• Knowledge of Mimecast Administration
• Knowledge of Backup technologies i.e. Veritas Netbackup / Microsoft Azure Backup
• Anti-Virus (cloud, server and endpoint)
• Microsoft Windows 10 Desktop and associated Microsoft Office 365 Pro Plus

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products