Customer Infrastructure Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee customer backup environments to identify errors, failed jobs, and other irregularities.

• Investigate and address system alerts proactively to prevent disruptions in client operations.

• Assist in the continuous management and implementation of Proactive Customer Solutions such as M365 Protect and patch management.

• Record, manage, and update cases through the ITSM platform to ensure prompt resolution and thorough documentation.

• Work collaboratively with clients to collect information, conduct root cause analysis, and apply preventative measures.

• Evaluate backup job reports, success rates, and performance metrics to recognize trends and opportunities for optimization.

• Strategize, test, and deploy security and system patches across client infrastructures.

• Maintain the stability, security, and resilience of customers’ IT environments by actively monitoring and responding to alerts across Datto RMM, Acronis, Veeam, Inforcer, and SonicWall NSM.

⛳️ Requirements

• Previous experience in an IT or Telecom Support or Delivery position, generally at a second line level.

• Solid understanding of Windows Server and desktop operating systems.

• Familiarity with backup technologies and monitoring platforms such as Veeam, Acronis, Spanning, or similar.

• Knowledge of Windows Server, Active Directory, Exchange, Azure, and virtualization platforms including VMWare and Hyper-V.

• Experience with Microsoft 365 and associated backup/recovery strategies.

• Extensive experience in cloud technologies such as M365, Azure, Intune, and SharePoint.

• Exceptional troubleshooting and analytical abilities.

• Capability to convey technical issues effectively to both technical and non-technical audiences.

• Understanding of monitoring tools and RMM platforms.

🏝️ Benefits

• 24 days of vacation, in addition to bank holidays and a special day off for your birthday.

• Paid days for volunteering activities.

• Refer a Friend program with incentives for successful referrals.

• Regular social gatherings.

• Remote work options available.

• Option to work from a Focus Group hub if preferred (Shoreham, Birmingham, or Exeter).