Infrastructure Engineer 2

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?

Responsibilities will include:

Incident Response/Resolution

• Response and Resolution of support incidents and product issues both internal and external, automated alerts from various monitoring tools and then troubleshooting within the relevant technology stack using your analytical and technical skills.
• Upkeep of existing automation tools and further advancement of them.
• Provided feedback on automating processes.
• Deliver a responsive 24/7 on-call function by participating in the out of hours shift rota
• Diagnosing and Logging faults with Hardware providers

Customer Service Delivery:
Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines.

Working with Project Delivery teams to ensure Customer (External/Internal) implementations are delivered on schedule

Incident Communication: effective across BU’s, leadership, and customers when applicable.

Documentation:
Utilisation of existing documentation but also documenting new solutions and producing written guidance on resolution steps and procedures that don’t currently exist.

Validating Current Solutions and updating

Logging cases for all incidents, ensuring all required fields are completed and that cases are closed within guidelines
Contributes to KB articles and calls out Run Book issues.

Technical Escalation:
Ownership of technical issues and timely escalations to higher support levels as required by established SLA/OLA’s

Escalation of issues to engineering & design teams where current solutions do not apply

Experience required:

• Experience of Microsoft Office 365 core products.
• Good Experience of Virtualization solutions (Hyper-V and VMware).
• Good Experience of Operating Systems (Windows, Linux and AIX).
• Experience of Backup technologies (Rubrik and Netbackup).
• Experience of Storage Arrays (Dell / EMC)
• Good written and verbal communication skills, attention to detail.
• Analytical and problem-solving skills.
• Good team player and ability to prioritise workload.
• Ability to understand why excellent customer service, time keeping, and flexibility matters
• Ability to work through basic problems logically, suggest solutions, and be able to recognise when problems or situations need to be escalated
• Ability to work as part of a team, but also to work alone and unsupervised when necessary, including out of hours on-call
• Basic understanding of Data Centre facility and core infrastructure

Desirable Experience

• Experience with Cloud Technologies (Azure, Amazon AWS).
• Experience of creating and the delivery of the technical aspects of a project
• Knowledge of system monitoring Tools which provide proactive intervention, pre-empting service impact.
• Understanding of service support/delivery processes (ITIL)

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.