Careers

Sabio Group

Infrastructure Engineer

 Through a unique combination of expertise, technology, and insight, we will guide your business in the creation of exceptional end-to-end digital customer experiences. Putting your customer at the heart of your organisation.

We work across industry verticals, with some of the world’s largest organisations, to transform their customer experience, reduce operational costs and improve customer and employee engagement.

Combining our own unique products and deep sector knowledge with award-winning technologies, we are one of Europe’s fastest growing providers of digital CX transformation solutions, supporting clients in over 50 countries.

We are also plotting a path to net zero with a commitment to the UN Sustainable Development Goals, and we are committed to diversity and inclusion within our workplace. Our workforce reflects the whole of society enabling us to deliver experiences for the whole of society.

We are currently looking for a passionate and enthusiastic Infrastructure Engineer to join our Hosting team.

This is a great opportunity to join a fast-growing IT company and take responsibility for the infrastructure support activities. We are looking for someone who can show real aptitude and a good working attitude to learning and developing in a fast-moving space. You don’t have be an expert, but you need to have the ability, passion, and drive to become one. 

An IT focused individual is required to join an innovative team, for a fast-growing and market-leading contact center solution provider. They are passionate about their products and the service they offer to their clients. Candidates will be expected to be self-motivated, with a love of technology and an ability to thrive under pressure.

This job opportunity is a new role within Sabio due to continued growth with customers and demand on operation activities. 

You will be responsible for providing first and second line support of infrastructure that make up our customer solutions, maintaining SLAs and Knowledge Base Articles. There is an additional requirement of being included on an on-call rotations and shift rotations that can on occasion cover weekend work. 


Key Responsibilities

 The Sabio Infrastructure & Networks Team is responsible for:

  •  Management of support and project delivery where there is hosted infrastructure and networking involved for Sabio’s private cloud customers. 
  • Ensuring maximum availability of service across the private cloud and supportability of the platform accompanied with proactive maintenance. 
  • Designing and pricing new deals and customers into the private cloud and maintaining appropriate OpEx. 
  • Drive automation into the operations of the team to enable capacity for innovation and strategy sessions. 

The Infrastructure Engineer is responsible for

  • Prioritising, progressing, and monitoring IT incidents and requests to ensure they are resolved within the agreed timescales 
  • Become a specialist on a support area within the organisation and be responsible for that area
  •  Handling Break/Fix activities on internal solutions, or those provided to our customers on software and hardware
  •  Rectifying configuration issues and documenting resolutions
  •  Installations and upgrades/updates of solutions, from firmware, operating systems and applications 
  • Conducting regular checks on platforms to maintain levels of service to customers 
  •  Liaising with customers and internal employees on the progress and status of tickets 
  • Creating documentation for knowledge base articles to knowledge share 
  •  Assist with project work of consultants to continue development of technical skills ·     Escalating major issues to consultants and supporting resolution
  •  Providing On-Call services during agreed periods with potential to be implementing out-of-hours changes Sharing information with the organization by:                 
  • Updating the ITSM knowledge base as appropriate 
  • Providing training on developed automation via handovers, documentation, and videos  

This job description is not exhaustive, and the post holder will be required to perform such additional duties as the firm may reasonably require.

Skills Knowledge and Expertise

Key Skills

  •  3 years’ experience in an IT support role (roles including Service Desk Engineer, 1st / 2nd line IT Support Analyst or IT Technician) 
  • IT support working across a range of up-to-date technologies including Microsoft Enterprise technologies, various Operating System technologies and third-party applications
  •  Logical and methodical problem-solving skills
  • Ability to convey technical issues simply to end users 
  • Excellent customer service Desirable 
  •  Experience of 2nd/3rd Line support 
  • Knowledge of ITIL 
  • Working knowledge of Active Directory
  • Knowledge of SQL
  •  Knowledge of Virtualisation Technologies Behaviours 
  • Independence on tasks assigned
  • Comfortable communicating with customers and senior staff 
  • Strong organizational skills with ability to handle several projects      
  •   Flexibility to work on various technologies with often demanding deadlines

Benefits

This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.

Benefits may include
  • Pension Scheme
  • Remote/Flexible work
  • Life insurance
  • Private health and dental care
  • Cycle to work 
  • 28 days paid holiday a year- (this includes three Sabio days)
  • LinkedIn Learning 
Plus many more! (Benefits are dependant on your base location.)

The Small Print

Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised. 
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Department
Support
Employment Type
Permanent
Location
Bristol
Reporting to
Hosted Infrastructure & Networks

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Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio