L2 Infrastructure Engineer

# Applicant Portal : ## Job Details : L2 Infrastructure Engineer| | L2 Infrastructure Engineer || | || We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities. Our mission is to unleash the potential of people through amazing IT experiences. Our Values At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture : they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

• Be the best you can be
• We do what we say
• Together we win || | Acora is seeking a skilled Analyst to join our dynamic team. The Infrastructure Analyst will play a pivotal role in ensuring the smooth operation of our infrastructure systems by providing timely event and incident management, triage, investigation, resolution, and proactive identification of improvement opportunities. Reporting to the Infrastructure Manager, the successful candidate will collaborate closely with various teams to maintain and enhance our infrastructure services. || |
• Work in alignment with the Event and Incident processes to provide efficient event triage, investigation, and resolution
• Adhere to Key Performance Indicator (KPI) measures to ensure timely resolution and minimise impact on infrastructure services
• Collaborate with the L1, L2, and L3 teams to investigate and resolve incidents or requests that have been triaged
• Follow Incident and Request processes to ensure prompt resolution and customer satisfaction
• Receive escalated incidents and requests from L1, creating knowledge articles as required for training and mentoring purposes
• Identify underlying issues in resolved incidents or requests and raise problem tickets for review and action by L3 teams and collaborate on deploying resolutions into client environments
• Ensure that recurring issues are addressed effectively to prevent future disruptions
• Execute standard changes on customer estates as assigned by the Change owner, including Tech Ops, Sec Ops, or Clients through the Acora TAM (Technical Account Manager) platform
• Ensure changes are implemented following established protocols and documentation
• Proactively identify opportunities for Continuous Service Improvement (CSI) within the infrastructure domain
• Raise technical CSI initiatives to the Technical Authority within Acora for evaluation and implementation || |
• Proven in infrastructure operations or a similar role, ideally in a Managed Services Provider
• Proficiency in incident management and troubleshooting methodologies
• Strong understanding of ITIL framework and processes
• Experience with standard change execution and change management procedures
• Excellent communication and collaboration skills
• Ability to prioritize tasks and work effectively under pressure
• ITIL certification(s) is a plus
• Experience and working knowledge of the following technologies or methodologies : Microsoft Server (DNS, DHCP, GPO etc), InTune, Windows Endpoints (Windows 10,11), Mimecast, AVD, Exclaimer, Azure, Microsoft 365 products || |
• Opportunity to work in a collaborative and innovative environment
• Career development and training opportunities
• Competitive salary and benefits package
• Chance to contribute to the success and growth of a leading IT service provider |

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