A BIT ABOUT US

Our main focus at Waterstons is to help our customers build a better business by blending technology and strategy. We have offices in the UK and Australia. Our team also work across the globe to provide unique business solutions that directly adds value to our clients’ businesses.
Our clients tell us our people are our greatest strength, and who are we to disagree? We believe in our colleagues, and we make it a priority to reward their hard work. Unlimited holidays, flexible working, and private medical healthcare. These are only some of the amazing things we offer.
Did we also mention that we’ve been awarded Gold Investors in People for a fourth consecutive time?

ABOUT THE ROLE

We’re on the lookout for an experienced Infrastructure & Network Engineer to join our expanding global Support Services team, supporting our clients and their IT infrastructure on a day-to-day basis. The role mainly resolves around monitoring and maintaining our client’s physical and virtual networks and infrastructure, responding to alerts from various environments with differing technology implementations.
We work with a wide variety of national and international clients, providing custom support services and technical escalation routes. You’ll be our clients’ first point of contact and will own, manage and solve their technical problems.
We offer hybrid working, giving you flexibility in your place of work, but we do expect you to be in the office for 5 days a week during the first 6 weeks and then 3 days of office attendance a week thereafter. This can be in either our Durham or Glasgow office, where possible.

DAY-TO-DAY RESPONSIBILITIES

• Taking reactive ownership of issues arising from a fast-flowing alert ticketing system and our Infrastructure Monitoring boards.
• Ensuring the customer is communicated with and that these issues are dealt with promptly.
• Proactively looking for opportunities to improve our solutions and customers’ businesses to add value through the use of technology by spotting trends and patterns noticed through the monitoring of Client Infrastructure.
• Working within a larger team to provide a range of support from 1st to 3rd line, with the potential to spend time on site with our clients nationwide.
• Liaising with third parties and internal IT teams to resolve their Infrastructure and Network issues.
• Recording your time when working on issues to enable accurate billing to clients.