1st Line Infrastructure Support Engineer (Days Shift)

The Vale of Glamorgan (Bro Morgannwg)
23500.00 GBP Annual + Benefits
17 Jul 2017
24 Jul 2017
IT, Internet
Contract Type
Full Time

1st Line Infrastructure Support Engineer (Days Shift)

Join a business that embraces innovation, gives you the scope to seize every opportunity and will help get you where you want to go. Life at Ensono begins in an unprecedented environment with a role that matters, taking you on a fast paced journey of discovery, however big that might be.

Our company and community is one that focuses on the philosophy of we win together'. Our job opportunities will stretch your limits and expose you to cutting edge technologies whether you're an engineer, developer, products guru, systems and security expert, sales and consulting executive, or an intern looking to gain real experience with a company that will make your CV - and you - stand out!

You'll provide support for Ensono's clients' mission critical infrastructure and deliver a responsive and effective support service for client events and requests. You will be part of a team responsible for effectively managing calls assigned to a team queue, managing client communication in line with client support related processes.

Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - Ensono University', you'll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary to progress into a Client Support Engineer - Level 2 role.

Key Responsibilities

  • Working on a shift rota, 6am to 6pm (7 x 12hr shifts every 3 weeks)
  • To respond to client issues received by telephone, voice mail, e-mail and via the customer portal
  • Respond to incident alerts making sure that they are progressed effectively within defined service levels and call management guidelines
  • To manage and complete scheduled tasks on time
  • To ensure effective client communications take place
  • Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
  • Advise the Team Lead of emerging issues
  • To adhere to ITIL framework processes
  • Share information across your team and department
  • Contribute documentation to the shared knowledge base


  • A general knowledge of the Internet and its importance to organisations.
  • Demonstrable experience of working in an IT infrastructure focused helpdesk role.
  • Good knowledge and understanding of Internet/E-commerce technology and its importance to organisations
  • Basic technical awareness of IT server infrastructure
  • Knowledge and demonstrable experience of using a call management system.
  • Knowledge of the ITIL framework desirable


  • Excellent customer service skills
  • Excellent demonstrable written and verbal communication skills
  • Confidence in liaising with other personnel
  • Ability to multi-task and work well under pressure
  • Good team working skill essential
  • Ability to document processes and procedures in a clear, concise and logical manner


  • Experience in an IT role ie Infrastructure Helpdesk
  • Knowledge of a call management system and its function
  • Knowledge of ITIL and its function within IT

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