Service Operations Engineer at Content+Cloud

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