Network Infrastructure Analyst




Zee Chaudhary


West Midlands


IT & Digital


27000 to 40,000 DOE incl out of hours allowance

Start Date


Our client who are a managed IT service provider is seeking Escalation Infrastructure Support Analyst 24/7 to join their team based in Solihull as their team is growing due to winning new client contracts.

The Job:

  • Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
  • Work with your colleagues on the Client Services teams to effectively monitor customer systems and network performance, to process events and manage Incidents and Service Requests.
  • Receive escalations from the Infrastructure Leads within the Client Services teams and act as overflow for these teams.
  • Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
  • Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
  • Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
  • Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
  • Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line.
  • Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.
  • Ensure where possible, or highlight where not, that our client fulfils its contractual obligations to its contracted services customers.
  • Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs

Essential skills and experience:

  • Must have a basic understanding of switches, routers, storage and SQL, Office 365, O365, OfficeSuite
  • A basic understanding of virtualisation VM Ware, windows server support, server optimisation , Softnet and cloud technologies Azure, AWS
  • Ideally 3 years plus experience in escalations in a similar environment

Benefits package

Salary: £27,000 – £35,000 includes out of hour allowance
Based: Solihull, West Midlands

24/7 BAU Support platform – 2 shifts – 4 days on, 4 days off




West Midlands


United Kingdom



Job Type:



Full Time

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