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Content+Cloud is one of the UK’s leading technology services, solutions and support providers, with a passion for helping ambitious organisations and their people to succeed. We believe in helping to create a world in which organisations grasp all that technology can offer, improving results and the experiences of their people. We work with a wide r...
Description
Although this role has been advertised as Content + Cloud, please note that you would be employed by Mirus, one of the group’s companies.
The Service Operations Engineer will form part of the Service Operations team supporting and managing the various managed services provided through the team to customers and maintaining the management systems in use across the business to help improve service delivery and drive the growth of the business.
Requirements
Working with team colleagues and customers you are:
Responsible for resolving service tickets relating to;
Non-critical alerts for Exchange, SQL, Backups, Hardware, Services, etc.
Managed AV
Managed Backup
Customer onboarding & offboarding
Patch Management
End to end ownership of problem resolution
Ongoing support of the management tools the team use
Development and ongoing configuration of monitoring alerts across the customer base
Responsibility for automated patch deployment across the customer base covering Microsoft and certain 3rd party products. Reporting and escalating any failures.
Possess a thorough understanding of business risk in relation to infrastructure configurations and Microsoft technologies
Creating internal and client facing documentation, reports and recommendations
Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge
Create and maintain customer and department specific documentation
Provide a technical escalation point for other members of the team
Manage and work to both internal & client SLA’s, escalating any concerns
Managing internal and client expectations through clear communications
Support colleague development to enable them to resolve issues confidently and effectively
General administration and maintenance of Connectwise Automate (RMM tool)
Undertake all other reasonable requests
Qualifications and Knowledge
Essential:
24 months’+ experience as a 2nd or 3rd line technical engineer supporting SME’s.
Experience of working in a customer facing role
Familiar with working to SLA’s to meet both customer and contract requirements
Working as part of a wider service delivery function.
Excellent understanding of Active Directory including user management and GPO’s, powershell/scripting and general IT security
Support and installation experience of virtualisation systems such as Hyper-V and VMWare
Understanding of backup solutions and technologies
Demonstrable experience of supporting Microsoft OS; Windows 7 upwards and Server 2008 upwards
Microsoft MCSA/MCSE
Desirable:
Experience of Exchange & SQL server deployment, configuration and support
Installation and support experience of networking technologies such as VLAN’s, DHCP, DNS & VPN
Installation, configuration and support experience of security solutions such as firewalls, IDS, Radius, AV, mobile access, wireless & anti-spam/phishing
Experience of working with and developing RMM tools;
Creation of monitors & alerts
Able to interpret monitor data and formulate a suitable response/action plan
Understanding of agent deployment and remote connection solutions / trouble shooting
Setup of patch management solutions
Able to train others in the use of systems
Experience in automatic deployment of software through packaging/scripting
Skills and Experience:
Able to communicate verbally and in writing to both technical and non-technical audiences
Creative, analytical problem solver with the ability to apply original and innovative thinking
Methodical approach suitable to resolution of client requirements
Evidence of good interpersonal skills for working with teams and individuals at all levels of the organisation.
Self-motivated and pro-active
Must be able to work collaboratively in a team environment
Excellent working knowledge of server hardware & software configurations and setup.
Good working knowledge of network infrastructure
Competent management of changing workload and priorities.
Experience of working within an IT Managed Service Provider
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