Infrastructure Support Analyst

Job Introduction

Abit about the role

The Infrastructure Support Analyst is responsible for the implementation, management and ongoing maintenance of infrastructure technology across Selfridges. You will ensure the stability, reliability and optimal performance of our systems and the network.

The role works closely with Technical Infrastructure Architects, Platform Engineering teams and technology function to deliver the business’ strategic needs. You will play a key role aligning infrastructure solutions with business goals, ensuring technical initiatives are delivered effectively and transitioning new technology into the relevant IT teams.

•    Provide expert level technical support for servers, storage, network and other infrastructure devices.

•    Ensure timely resolution of infrastructure incidents and service requests. Participate in and follow change management processes.

•    Leverage available monitoring tools to proactively identify and resolve system issues ensuring uptime and performance.

•    Investigate and resolve technical issues reported by customers including detailed root cause analysis.

•    Develop, update and maintain comprehensive documentation for infrastructure systems, process and troubleshooting procedures.

•    Collaborate with 3rd party suppliers and vendors, building strong relationships to ensure successful delivery of managed service agreements.

•    Provide expert level third line support to users and customers, taking a proactive approach with communication and ticket resolution.

Abit about you

•    Experience as Infrastructure Support or similar is necessary for this role.

•    Experience of retail or other types of high availability environments is essential.

•    Experience of a mixed complex estate including legacy systems that need to be securely maintained until their planned decommission date. 

•    Must possess a strong sense of ownership and the drive to follow tasks through to completion

•    Experience in implementing complex technical specifications from low level infrastructure designs for project delivery.

•    Experience of operating with a high level of autonomy and the ability to manage deliverables to agreed timescales

•    Excellent knowledge of supporting systems essential to the running of a highly available and maintained technology estate is essential (e.g., Security, Monitoring, Standards, Alerting, Logging, Reporting, DCIM tooling).

•    Strong ability to mentor, train and upskill junior members of staff by knowledge transfer sessions and comprehensive documentation

Technical Skills

•    In-depth knowledge and understanding of VMWare & Proxmox virtualisation technologies with the ability to effectively and secure manage virtual environments.

•    Experience supporting and implementing key infrastructure components including AD, DNS, routing, networking protocols, LAN/WAN and VPN

•    Strong experience in networking including firewalls and layer 3 switch management, preferable Cisco, Palo and Sonicwall.

•    Exposure to Linux (RHEL or Debian beneficial) considered beneficial.

•    Extensive experience managing and supporting Windows (Desktop and Server) estates essential.

•    Proven experience with Microsoft 365 and Azure technologies is essential; AWS is valuable but not required.

•    Hand-on usage of enterprise management tools such as Intune, SCCM to streamline systems administration, deployment and compliance

•    Strong knowledge configuring and managing backup solutions and disaster recovery plans.

Personal Attributes/ Behavioural Skills

•    Motivated self-starter, enthusiastic, resilient, personally effective, pro-active and with a flexible attitude to work.

•    Strong capability to prioritise work and remain focussed on the most critical tasks, ensuring time and resources are used efficiently and effectively.

•    Strong strategic and analytical problem-solving skills, with a keen attention to detail.

•    Excellent communication and interpersonal skills, with an ability to handle difficult or sensitive situations.

•    Communicates information in a relevant and concise fashion, mindful of and tailored to the audience.

•    Proactively identifies areas for improvement, shares lessons learned with colleagues and encourages others to do the same.

•    Prioritises work and remains focussed on the most critical tasks, ensuring time and resources are used efficiently and effectively.

•    Ability to work as part of an effective and highly skilled team.

•    Ability to deliver in a high-pressure, dynamic environment.

Selfridges