Job Summary
The Senior Infrastructure Engineer will be part of our Technical Operations Team (TechOps). The team provides excellent customer service to our customers across both our ISP and MSP offerings. They are responsible for the building, maintenance, uptime, and deployment of both our internal and external networks, systems, and managed customer environments. They work closely with our customer support team and support different departments across the business to enable everyone to work towards our company goals.
The team is also responsible for more intricate incident management cases that necessitate thorough investigation, collaboration, and the establishment of relationships with internal teams (e.g. our build, installation, and engineering teams). You will be expected to own, manage, and see these through to resolution while keeping teams and customers informed. You will also help with the day-to-day management of the networks and managed services and, as we grow, help build and develop the networks, MSP platforms, and staff.
The team is also responsible for aiding in the management and building of networks and managed services for existing and new customers. This may involve working with both new and existing technologies across ISP and MSP environments.
We have established a work environment that enables individuals to express themselves and make a significant contribution to the day-to-day operations of the Technical Operations team and the wider business. You will exhibit a positive attitude and utilise your problem-solving abilities daily. You will not be afraid to wear multiple hats and go above and beyond for our customers. We aim to surpass the competition, and your contribution will be pivotal in achieving this objective.
The role will be based out of our Birchwood head office.
We will provide you with all the tools, training, and systems you will need to deliver first-class customer service across both our ISP and MSP customer base.
Duties
The Primary Responsibilities for the Infrastructure team include:
· To design, build, and maintain Kloud9’s ISP and MSP platforms, including both external and internal networks and managed customer environments.
· Hosting and reliability assurance of all Kloud9 services, connectivity, and managed services, operating 24/7/365.
· System and network monitoring, alerting, and incident management across ISP and MSP environments.
· Building, deploying, and supporting network and IT solutions for Kloud9 ISP and MSP customers.
· The ongoing maintenance, optimisation, and lifecycle management of all Kloud9 network and managed service environments.
· Developing and executing robust preventative maintenance and continuous improvement programmes.
· Management of internal IT systems and MSP platforms (including Microsoft 365, networks, VoIP, and associated infrastructure).
Key Objectives and Responsibilities
· Respond to customer queries in a timely and accurate manner via phone, email, or instant messaging.
· Deliver a high-quality, personable support experience across both ISP and MSP customers.
· Troubleshoot, resolve, or escalate issues in a timely and effective manner.
· Maintain and update infrastructure and managed service platforms.
· Apply a working understanding of ITIL practices, including Incident, Request, Change, Problem, and Knowledge Management.
· Create and maintain technical documentation and contribute to knowledge base updates.
· Identify opportunities for continuous improvement through monitoring, automation, and process refinement.
· Provide occasional weekend and out-of-hours support for networks, systems, and managed services.
· Assist in the setup, configuration, and deployment of network and IT equipment for internal and customer environments.
· Support day-to-day infrastructure operations, including system monitoring, network/server performance, and overall platform health.
· Assist with the physical installation of networking and IT equipment where required.
· Liaise with third-party suppliers and internal teams to resolve faults within agreed SLAs.
· Understand customer requirements and provide effective technical support across ISP and MSP services.
· Update internal CRM systems with accurate details of technical issues and customer interactions.
· Share knowledge, requests, and effective workarounds with team members.
· Follow up with customers to ensure issues are fully resolved and service expectations are met.
· Support and mentor junior Customer Support and TechOps team members.
· Work both independently and collaboratively on infrastructure and managed service projects.
· Collaborate with Build & Installations teams to understand delivery timelines and prioritise customer connections.
Place and manage orders via third-party supplier portals.
Skills and Experience Required.
· Full UK driving licence.
· Strong multitasking and prioritisation abilities.
· Experience working in a helpdesk or technical support environment.
· Experience working within an MSP or enterprise IT environment.
· Good understanding of Microsoft 365 administration (including Autopilot, Intune, Exchange, and SharePoint).
· Experience using Remote Monitoring & Management (RMM) tools.
· Experience working towards and exceeding weekly and monthly KPIs.
· Patience and professionalism when handling complex or high-pressure cases.
· Solid understanding of computer networking principles.
· Strong organisational skills with effective time management.
· Good understanding of xPON / full fibre networking technologies.
· Experience with network and website monitoring tools (e.g. PRTG, Zabbix, Pingdom, Nagios).
· Good working knowledge of Microsoft Windows Server (2019, 2022).
· Good working knowledge of Linux systems (Rocky Linux, CentOS, Red Hat, Ubuntu).
· Experience with networking platforms and vendors such as MikroTik, Fortinet (FortiGate), Palo Alto, Cisco (ASA, IOS, IOS-XR, IOS-XE), and Ubiquiti.
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee mentoring programme
- On-site parking
Work Location: In person
