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Were for the disruptors. The movers and shakers. The change makers. The ones who understand that bravery doesnt mean recklessness. And that safe and affordable can ignite growth.We help ambitious organisations adopt Microsoft cloud. Our clients know that the right technology can free them to grow. But they also know caution thats why they work with an ex...
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Purpose
The role will require a high level of technical proficiency and will be involved in all elements of solution definition, design and implementation for internal and external customers in a busy and growing managed services environment. As well as providing technical expertise and escalation support for Frontline internal technical support teams where required.
The candidate will have a firm background in Microsoft technologies, virtualisation, storage and networking. Have experience working alongside a technical service desk, assisting the resolution of internal and customer faults and queries.
Requirements:
The role will require a high level of technical proficiency and will be involved in all elements of solution definition, design and implementation for internal and external customers in a busy and growing managed services environment. As well as providing technical expertise and escalation support for Frontline internal technical support teams where required.
The candidate will have a firm background in Microsoft technologies, virtualisation, storage and networking. Have experience working alongside a technical service desk, assisting the resolution of internal and customer faults and queries.
Experience:
- 3+ years Support & Consultancy for Veeam and Carbonite Evault products
- 5+ years in the Information Technology industry
- In-depth application product to support our continuity services
- Excellent knowledge & Experience within the data management sector
- Experience working within a managed service environment.
- Project Management/delivery
- Pre-sales
- Project Solution Architecting experience
- General commercial understanding and awareness
Responsibilities:
- To mentor and support the support team in Veeam and Carbonite Evault
- To Attain and maintain Veeam approved certification
- To undertake training and knowledge transfer of Veeam and Carbonite Evault
- Implement Veeam and Carbonite Evault Managed Services solutions
- Act as an escalation point for complex issues.
- Provide recommendations and develop technical solutions following customer requirement gathering and discovery exercises.
- Development of high-level solution designs and technical implementation plans.
- Preparation and creation of service operations documentation including handover to support teams.
- Participation in the sales handover process to ensure that all pre-sales documentation is accurate and correct prior to project initiation
- Proactive support for multiple customer and internal hosted environments providing technical expertise and escalation support for our technical support teams where required.
- Engage with internal 1st/2nd Line analysts to assist with customer fault/problem resolution and transfer knowledge verbally and via documented knowledge base articles.
- To comply with documented ISO procedures at all times.
- Identify and communicate risks and issues including escalation to the Project Manager.
- Provide highlight reports to the Project Manager as required.
Behaviours:
- Ability to work on multiple projects/tasks simultaneously whilst communicating progress.
- Establishing a good working relationship with wider teams and customers alike
- Work with a variety of customers to gain a detailed understanding of their requirements
- Ability to present solutions to both technical and non-technical audiences
- Document writing / process creation
- Knowledge sharing
Desirable Knowledge & Critical success factors:
- Strong product knowledge of Microsoft technologies
- Some understanding of Linux
- Hypervisor technology specifically VMWare & Hyper-V
- vSphere 5.1 – 6.7
- Storage Solutions
- Strong skills with Veeam and Carbonite Evault.
- Disaster Recovery skills for the above
- Veeam certified
- NDMP
- Fundamental networking knowledge – IP, DNS, IP routing, network address translation etc
- Understanding and knowledge of physical infrastructure along with Virtualisation Technologies.
- Self-Driven Individual with the capability to break out of their comfort zone and technology area
- Knowledge/Understanding of good information security practice from a technical and management perspective
- Demonstrable knowledge of ITIL.
- Understanding of Patch & Deployment methodologies
- Excellent decision making/problem solving skills
- Strong planning and organisation skills
- Understanding of encryption in the backups space (software and hardware)
- Excellent written and verbal communication skills at all levels
- Successful completion of background checks
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