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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...
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Description
- We are looking for a Technical Architect to provide technical and thought leadership within Technology Enablement and help support the ongoing success of our clients with complex requirements across Microsoft 365 and Microsoft Azure. In this role, you should be an excellent communicator who is able to translate complex requirements into functional architecture.
Requirements
Specific capabilities required
- Proven experience as a Technical Architect
- Hands-on experience with Microsoft 365 design, deployment and migration
- Understanding of strategic IT solutions
- Very strong documentation and communication skills
- Deep expertise in the Office 365 platform
- Strong understanding of Identity Management Solutions aligned to Office 365 including Azure AD, Azure AD Connect and AD FS
- Deep expertise in Exchange Server on-premises and Exchange Online, including a strong understanding of mail archive systems and migration strategies
- Multiple deployed Exchange migration projects to Exchange Online using Hybrid and Staged or Cutover methods
- Strong understanding of tenant to tenant migration strategies
- Good understanding of Exchange Online migration tools from vendors such as BitTitan, TransVault and Quest. Equivalent tooling will also be considered
- Good understanding of networking infrastructure (TCP/IP, Proxies, Firewalls)
- Good understanding of server platform requirements (AV, Windows Server 2003/2008/2012/2016/2019, IIS)
- Good understanding of Active Directory Domain Services (AD, DNS)
- Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD.
- Ability to automate and standardise configuration and migration by script.
- Good understanding of mobility/BYO devices and services such as Android and iOS.
- Generic essential individual attributes
Excellent communication skills
- Problem-solving aptitude
- Organizational skills
- Proactive, driven, and enthusiastic
- Handles ambiguity without losing focus
- Excels in a fast-paced, challenging and collaborative environment
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday 9:00am - 6.00pm - based on UK time zone)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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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.
- Meet customer requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends. Problem ownership with clear, concise customer communication whilst managing expectations. Mentor and support colleagues through knowledge sharing and practical guidance.
Job Responsibilities:
Ensuring our client’s systems and network infrastructure smooth running, ensuring they get maximum benefits from them. Activities may include:
- Answering inbound calls within an agreed answer time (9 seconds)
- Log all customer issues, queries, and requests into the ticket management system.
- Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of the first-time fix.
- To action Hardware configurations and software installations.
- Manage and work to internal and customer SLA’s, escalating any concerns.
- Create and maintain customer-specific infrastructure documentation.
- End to end ownership of problem resolution.
- Managing client expectations through clear communications.
- Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
- Undertake all other reasonable requests.
- On-call weekend work required on rotation
Requirements
- Previous years’ experience as a senior service desk engineer supporting SME’s (Ideally with 3-5 years as an L2 service desk engineer)
- Experience of working in a customer-facing role
- Familiar with working to Service Level Agreement (SLA)
- Microsoft Windows Server (Expert level)
- Microsoft Office 365 (Expert level)
- Microsoft Office Exchange (Expert level)
- Microsoft SharePoint
- Microsoft Azure
- Microsoft Intune
- Active Directory
- Firewalls, Router & VPN Technologies
- Networking Technologies
- VMWare (Intermediate level)
- Working as part of a broader service delivery function
- Supporting multi-site clients
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.
- A methodical approach is suitable for the resolution of client requirements.
- Able to manage to change workload and priorities.
- Able to work both within a team and to use own initiative.
- ITIL Foundation
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 - 45 hours per week (This will be a mixed early and late shift rotation, over a 4 days on, 4 days off pattern - The shift times will be discussed at interview stage)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- The key deliverables of a Senior Technical Specialist are to provide technical escalation for the relevant virtual team’s technology
- focus, contributing to improving standards and knowledge enhancement of those within the team. This can
- include escalation tickets; change requests or projects depending on the requirements of any of our customers.
Job Responsibilities
- Delivery of high-quality remote support on a range of technical incidents and problems across the Content + Cloud client base
- Take ownership of tickets escalated and/or complex tickets assigned to you and manage them through to resolution within SLA
- Collaborate with other teams to maintain standards and functionality
- Troubleshooting and maintaining a wide range of systems detailed below
- Ability to handle critical tickets on large in some cases complex client estates
- Vendor management
- Clear timeous stakeholder engagement at all levels
- End to end Change Management
- Initiate, update, approve and maintain knowledge articles.
- Involvement in problem management to identify root cause analysis.
- Comfortable to work with minimal supervision and with team members that are located remotely
- Individual task queue management, ensuring that SLAs are met; time to respond and time to resolve
- Accurate time booking against support and project tasks
- Work closely with team to share knowledge, support, and mentor colleagues as part of a positive workplace
- Utilise excellent customer service skills and ensure that customer is always kept up to date with progress
- Report potential client facing risks
- Previous experience with Malicious Incidents and the remediation steps that may be required
Requirements
Generic essential individual attributes
- Process-focused
- Excellent technical ability in multiple key areas
- Able to prioritise under pressure and work to deadlines
- Flexible, calm, and approachable, ‘can do’ attitude
- Solid customer relations skills to understand client/client representatives concerns and requirements
- Willingness to gain relevant qualifications and accreditation's
- Own (reliable) transportation
Specific capabilities required
- Proven technology industry experience providing support at a 3rd Line level or above
- Excellent written and verbal communication and interpersonal skills
- Use initiative and creativity to solve more challenging issues
- Formal IT qualification (one or more of the below)
- AZ-104 (Azure administrator)
- MCSE 2016
- AZ-300; AZ-301; AZ-400 (nice to have)
- Experience and knowledge in several of the technologies detailed below:
- 3rd party Line of Business application troubleshooting E.G Sage
- Server Infrastructure
- HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds
- Azure
- Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
- Backup technologies
- VEAAM, Azure Backup, Backup Exec, MABS
- Active Directory
- DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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ENGINEER:
- Our Technical Engineers primarily deliver implementation and migration activities for Office 365 (particularly SharePoint Online) and the Microsoft identity ecosystem. Implementation and support experience with these technologies is essential, along with a passion for Microsoft technology and a willingness to learn. A working knowledge of Microsoft Teams and/or Skype for Business is preferred but not essential.
Support project delivery to include:
- Environment preparation
- Infrastructure implementation and support of other team members
- User transition and support in upgraded platforms
- Transition from delivery into Managed Services
- Deliver content migration and support activities in projects in accordance with the Project Delivery Framework
- Escalate appropriate challenges to Technical Consultants/Architects
- Support the wider project and operational teams
- Ensure that technical understanding of each service component and application, its architecture and configuration is handed over to BAU support for both client and managed service teams
CONSULTANT:
Our Technical Consultants have deep expertise in SharePoint, Office 365 (particularly SharePoint Online), Data Migration, and the Microsoft identity ecosystem. Design, implementation and migration experience with these technologies is essential, along with a passion for Microsoft technology. A working knowledge of Microsoft Teams and/or Skype for Business is preferred but not essential.
- Delivering technology workshops and activities within scope and budget
- Scope and identify client requirements to create robust designs
- Support project delivery from start to finish to include:
- Scoping and design
- Environment preparation
- Infrastructure implementation and delegation of tasks to other team members
- Business alignment
- User transition to upgraded platform
- Transition from delivery into Managed Services
- Support sales and marketing in winning new business
- Escalate appropriate challenges to Architects and ensure design are signed off and delivered
- Support the wider project and operational teams
- Investigate and review industry standard solutions and best practice to continually improve service offerings
- Ensure that a deep technical understanding of each service component and application, its architecture and configuration is handed over to BAU support for both client and managed service teams
SENIOR CONSULTANT:
Our Senior Consultants have specialist-level expertise in SharePoint, Office 365 (particularly SharePoint Online), Data Migration, and the Microsoft identity ecosystem. Expected to provide industry-leading expertise with these technologies, along with a passion for Microsoft technology.
- Leading design activities and projects of high complexity
- Work with clients to verify and rationalise requirements
- Lead technical project delivery from start to finish and supervise/support junior staff
- Lead technical specification and costing of proposals
- Support and work closely with the wider project and operational teams to ensure project-wide technical excellence
- Take ownership of services and working practices to introduce and improve service offerings
- Ensure that a deep technical understanding of each service component and application, its architecture and configuration is handed over to BAU support for both client and managed service teams
Requirements
Knowledge of SharePoint Server, Office 365 / SharePoint Online and data migration.
(Desirable):
- PowerShell / Scripting abilities
- In-depth Understanding of SharePoint Infrastructure
- In-depth Understanding of SharePoint Information Architecture
- Familiarity with managing/configuring File Shares
- Familiarity with any data migration tools, particularly: SharePoint Migration Tool, Content Matrix, Essentials, ShareGate, Mover.
- Familiarity with any other cloud/server-based DMS or similar tools, and migration of data from these systems. E.g. Documentum, Trim, Egnyte, Box, Google Drive etc.
- Knowledge of Hybrid SharePoint
- Strong knowledge of SQL Server and IIS
- Understanding of Active Directory/Azure Active Directory, DNS and Identities
- Understanding of Networking, Server Platform requirements (AV, patching etc)
- Experience working for a consulting organisation in a professional services environment
- Experience of delivering a migration project of 2000+ users
Generic essential individual attributes
- Task Ownership – willing to take responsibility for tasks / problems and track them to resolution
- Team player - it goes without saying that we need people who are committed to supporting the wider team in its delivery
- Problem solver - Identifying issues and using your skills and resources through to resolution
- Client facing skills – must have previously worked in client-facing roles
- Formal Report and Document authoring
- Self-managing – can work under their own initiative, and clearly communicate their position to superiors
- Proactive, driven, and enthusiastic
- Handles ambiguity and conflicting/changing priorities without losing focus
- Good organisational skills and strong attention to detail
- Excels in a fast-paced, challenging and collaborative environment
- Interested in engaging with the IT pro community
- Track record of building long-standing relationships with clients
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday 9:00am - 6.00pm - based on UK time zone)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
go to method of application »
Requirements
Specific capabilities required
- Very strong documentation and communication skills
- Deep expertise in the Office 365 platform
- Strong understanding of Identity Management Solutions aligned to Office 365 including Azure AD, Azure AD Connect and AD FS
At least one of the following:
- Deep expertise in Endpoint Management Technologies, including a strong understanding of Desktop Management and Security Components
- Deep expertise in Virtual Desktop Infrastructure Services On-Premises/Cloud Based
At least three of the following:
- Good understanding of networking infrastructure (TCP/IP, Proxies, Firewalls)
- Good understanding of server platform requirements (AV, Windows Server 2003/2008/2012, IIS)
- Good understanding of Active Directory Domain Services (AD, DNS) and Azure Active Directory Domain services and Azure Active Directory
- Strong understanding and capability using PowerShell relating to Office 365 services and Azure AD. Ability to automate and standardise configuration and migration by script.
- Good understanding of mobility/BYOD devices and services such as Microsoft Intune (MAM), Air watch, Mobile iron and Mass360 for Android and iOS Management .
- Education: Computing-related Degree or equivalent industry experience
Highly desirable skills & experience:
- Experience working for a consulting organisation in a professional services environment
- Experience of delivering a migration project of 2000+ users
- Knowledge and deployment experience with Endpoint Management (Microsoft Intune)
- Knowledge and deployment experience with Endpoint Management (Configuration Manager)
- Knowledge and deployment experience with Endpoint Management (Configuration Manager – Co Management)
- Knowledge and deployment experience with Windows Autopilot
- Knowledge and deployment experience with Windows Virtual Desktop
- Knowledge and deployment experience of Office Pro Plus
- Knowledge and deployment of the Microsoft Enterprise Mobility + Security (EMS) suite
- Knowledge and deployment experience of SCOM, SCVMM,
Certifications:
- Microsoft Certification: MCSE, MCITP, MCSA, in SCCM, Office 365
- Microsoft 365 Certified - Enterprise Administrator Expert
- Microsoft 365 Certified - Modern Desktop Administrator Associate
- Microsoft 365 Certified - Security Administrator Associate
- Microsoft Azure Certified – Azure Security Engineer Associate
Generic essential individual attributes
- Excellent communication skills
- Problem-solving aptitude
- Proactive, driven, and enthusiastic
- Handles ambiguity without losing focus
- Excels in a fast-paced, challenging, and collaborative environment
- Good organisational skills and strong attention to detail
- Interested in engaging with the IT pro community
- Track record of building long-standing relationships with clients
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday 9:00am - 6.00pm - based on UK time zone)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Duties and responsibilities
- Creating Office 365 and SharePoint solutions from functional and non-functional requirements to meet the needs of our client projects
- Coding in SPFx, React, C#, TypeScript, CSS, HTML and related programming languages as part of solution development
- Creation of apps and business processes within the Power Platform (Power Automate and Power Apps)
- Authoring of written documentation to support developed solutions
- Creation of estimates for development work
- Providing consultancy to Content and Cloud clients as part of their Office 365 and SharePoint implementation projects
- Contributing to team knowledge by way of internal presentations, blog posts and verbal communication
- Monitor trends to gain knowledge and understanding of emerging good practices and technologies
- Working with Head of Development to grow the overall capability of the team (e.g. through support of other team members and internal thought leadership activities)
Requirements
Specific capabilities required
- Subject matter expert in Office 365 and SharePoint Online, with at least 3 full project lifecycle implementations
- Strong capability in SPFx development with React and TypeScript
- Experience creating and using Power Automate flows
- Experience creating Power Apps
- Experience of SharePoint app/add-in model and remote APIs (i.e. CSOM, JSOM and REST), ideally through use of PnP Core library
- Experience of developing against the Microsoft Graph (especially Graph SDKs and endpoints, OAuth, Azure Active Directory, MSAL/ADAL libraries etc.)
- Strong capability in SharePoint search – Managed Properties, Crawled Properties, search queries, and search web parts
- Experience of PowerShell in the context of Office 365 – use of native Microsoft cmdlets, PnP PowerShell etc.
- Experience/awareness of Microsoft OfficeDev Patterns and Practices code libraries for SharePoint
- Experience/awareness of PnP site templating
- Strong capability in .NET and C# development (to most recent version)
- Experience of developing for on-premises SharePoint is beneficial (SP2019 or SP2016)
- Knowledge of and experience with Microsoft Azure – especially “Platform as a Service” elements such as Azure Web Apps, Azure Web Jobs, Azure Functions and Azure SQL Database.
- Experience of modern web stack development – TypeScript, npm and gulp/webpack or similar
- Experience of source code management techniques such as branching and merging
- Experience of providing estimates, writing technical documentation, and working in an agile delivery project
- Familiarity of Azure Dev Ops for source control, work item tracking and ideally pipelines for automated builds
Desirable skills
- Development of Office add-ins
- Development for Microsoft Teams (tabs, connectors, bots and customised Teams templates)
- Building solutions with Power Apps and Power Automate
- Experience of Git / DevOps / TFS for source control
- Knowledge of and experience with W3C coding standards for accessibility
- Experience of classic on-premises SharePoint development techniques - such as developing timer jobs, event receivers, web parts, content types, deploying master pages and other assets, and packaging artefacts into SharePoint Features and Solutions
- Experience of leading a development team on a delivery project
- Experience of providing consultancy around SharePoint/Office 365 implementation and development topics
- Knowledge of and experience with IT infrastructure/systems administration
Generic essential individual attributes
- Aptitude for learning and maintains a drive to get involved with new subject areas
- Team player, it goes without saying that we need people who are committed to supporting the wider development team in its delivery
- Problem solver. Identifying issues and using your skills and resources through to resolution
- Passionate about technology with an awareness of technology trends and their potential impact on current & future projects.
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday 9:00am - 6.00pm - based on UK time zone)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- As a Content+Cloud Senior Internal Systems Engineer, you will be responsible for providing desktop support to local and remote staff, and management and administration of our internal systems hosted locally, on our private cloud platform, in the public cloud and SaaS applications. You will have a ‘Hands on’ problem solving approach; solving problems within strict SLA timeframes and dealing with end users up to executive level. You will provide a mixture of hardware, software, desktop and network support both in person and over email, Teams chats, calls and screen shares.
- You will be expected to learn the systems that are supported working towards becoming a subject matter expert in at least one system. You will be expected to provide support and take over ongoing tasks of subject matter experts when they are working on a critical issue that involves the system that are responsible for.
- The internal system team is a small dedicated team of engineers and team work is key to success with engineers doing whatever task is required to provided the support needed.
Reporting to the Head of Internal Systems the key deliverables of the role can be summarised as follows:
- Delivery of high quality support on escalated complex incidents and problems across the Content+Cloud estate
- Ensure compliance of security policies through user awareness and guidance of security best practices in accordance with our ISO27001 standards.
- Escalation point for 1st and 2nd line engineers for planned and emergency maintenance activities
- Responding appropriately to, and effectively resolving, incidents, queries or complaints.
- Help support, train and mentor other team members across all Content+Cloud office locations
- You will have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes
- Take ownership of incidents assigned to you and manage them through to resolution.
- Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
- Be an ambassador for the Internal Systems team in the respective location and championing Internal Systems policies and procedures.
- Interface between the internal support resolver groups that sit outside the internal systems department
Requirements
The ideal candidate will have/be:
- Experience in a 3rd Line or similar Senior Support role
- Extensive experience in setting up, troubleshooting and administering Office 365
- Extensive experience in management and billing of Azure resources
- Extensive experience with Exchange Online/Mimecast/email flow
- Experience with Microsoft Teams
- Experience with Azure AD MFA
- Experience with Windows Server (all released within the last ~10 years)
- Experience with virtualisation technologies, mainly Hyper-V and VMware ESX + Workstation
- Experience with Workato middleware or equivalent skill set
- Experience with DealHub CPQ is desirable
- Experience with Dynamics 365 services including Sales Hub and Business Central would be advantageous
- Excellent working knowledge of routing / switching equipment including, but not limited to, Cisco, Fortigate, Watchguard, Dell SonicWall, HP Routers, Switches and firewalls
- Excellent understanding of Skype for Business/Call centre applications, telephony and call flow
- Excellent understanding of many of the following protocols – OSPF, EIGRP, RIPv2, Spanning Tree, QoS, VPN (Site to Site and Client based)
- Good understanding of WAN/BGP, WiFi, Access Points (especially Ubiquiti UniFi and Cisco Meraki)
- Knowledge and experience supporting or administering WAN/MPLS connectivity
- Experience troubleshooting any of the following would be advantageous: Cisco / VoIP phone systems (Call Manager / Call Manager Express)
- Excellent communication skills – professional approach in all aspects of work and able to document knowledge clearly and concisely, experience or background of ITIL service desk environment advantageous.
- Experience with Enghouse Contact Centre would be advantageous
Generic essential individual attributes:
- Process-focused
- Excellent technical ability in one or more key virtual team areas
- Very good technical understanding of current leading technologies, suppliers and industry terminology
- Security conscious and aware of IT security risks.
- Able to prioritise under pressure and work to deadlines
- Excellent decision making, judgement, planning and organisation skills
- Flexible, calm and approachable, ‘can do’ attitude
- Solid customer relations skills to understand client/client representatives concerns and requirements
- Ability to work well within team, supporting other team members
- Ability and willingness to work outside of core hours in order to troubleshoot critical business impacting issues and undertaken planned and emergency maintenance work
- Willingness to gain relevant qualifications and accreditation's
- Awareness of how a support role in Internal Systems ensures the business runs at its best, to meet its goals.
- Shows initiative at every level
- An appreciation for understanding how to deliver against service expectations
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- An opportunity has arisen for an experience NOC Enginer to join our team in the Cape Town offices, providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.
- While our broader Security & Networks team spans across multiple work streams, your role will primarily fulfil part of our dynamic Managed Services and NOC services. You will assume the function of a Managed Services Engineer which requires a high level of compliance and service delivery to a wide range of clients who have outsourced their IT support to Content + Cloud. This includes the monitoring and management of client backups, routers and firewalls, servers, and device endpoints to ensure issues are handled proactively with minimal impact on the client. Resolving issues efficiently, identifying and correcting trends is a key part of the role.
Reporting to the Team Manager, the key deliverables of our Managed Services Engineers can be summarised as follows:
- Delivery of quality proactive managed services across the Content + Cloud client base
- Network Operations Centre - Monitoring of client infrastructure, both On-prem and Cloud based
- Backup Management – Veeam, DPM, ASR
- Firewall Management – Fortigate mostly
- Endpoint Management and Managed AV – Bitdefender, Symantec
- Patch Management – delivery of security patching across all server builds
- Professional and compliant ticket handling of escalated critical issues needing high level attention
- Management of risk and downtime during maintenance windows
- Proactive assessment of events to reduce incident trends
- Involvement and presence in core Virtual Teams
- Daily proactive service checks around toolset, client, and ticket volumes
Requirements
The ideal candidate will have/be:
- Solid previous experience in supporting or managing Microsoft networks and associated technologies
- Experience with the following Technologies are most suited:
- Networking and Firewalls – Cisco, Dell, Fortinet
- Microsoft Servers 2008 – 2019
- Linux Servers – Administering and troubleshooting is beneficial
- Cloud platforms – O365, Azure, AWS, Mimecast (Azure being key requirement)
- RMM and Professional Monitoring toolsets
- Backup solutions – Backup Exec, VEEAM, Ahsay, DPM, ASR
- You should have excellent communication and interpersonal skills
- Being able to plan well and be organised in your approach to work independently is vital
- Good understanding of ITIL framework and processes is paramount to working with other teams including Incident/Problem Management
Generic essential individual attributes:
- Excellent technical ability in one or more key virtual team areas
- Very good technical understanding of modern technology stackes
- Able to prioritise under pressure and work to deadlines
- Excellent Decision making, judgement, planning and organisation skills
- Flexible, calm and approachable, ‘can do’ attitude
- Solid customer relations skills to understand client/client representatives concerns and requirements
- Ability to work well within team, supporting other team members
- Willingness to gain relevant qualifications and accreditation's
- Must be able to laugh, have respect for other humans and a desire to learn
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 - 45 hours per week (This will be a mixed early and late shift rotation, over a 4 days on, 4 days off pattern - The shift times will be discussed at interview stage)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- The OOH Major Incident Manager (MIM) is primarily responsible for the delivery of ITIL aligned operations supporting the Major Incident Management Process. Your primary objective is the restoration of normal service operation as soon as possible following a major incident, to ensure the minimum adverse impact to business operations, within the agreed Service Level Agreement (SLA). You will also own the Problem Management process, ensuring root cause of Major Incidents are found and appropriately managed
Job Responsibilities:
- Owns the Major Incident and Problem Management Processes, and ensures escalations are responded to and owned through to resolution.
- This role supports Continuous Service Improvement (CSI) through Problem Management to minimise the re-occurrence of MI’s through regular problem analysis.
- Responsible for working collaboratively with Technical Support teams to prevent major incidents through regular trend analysis
- Provide oversight to ensure permanent fixes are implemented, recorded, and communicated to relevant stakeholders.
- Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
- Contribute to the Knowledge Management Process by participating in any Knowledge Management Review and assisting with the update and operation of the Knowledge Management System (KMS) and related Knowledge Articles.
- Ensure existing problems and known errors are understood and managed
- Regularly review MIM processes and recommend possible improvements utilising appropriate tools.
- Engage with suppliers to help ensure major incident and problems are managed and resolved in a timely manner.
- Chair Major Incident Bridge calls and Post Incident Reviews when required.
- Ensure Major Incident Management procedures are adhered to.
Requirements
- Major Incident Management or Strong Problem Management experience in a managed services environment is a must for this role. Preference will be given to candidates who have experience with both these Service Management Practices.
- Excellent oral and written expression
- Good active listening skills
- Clearly explains complex concepts and arguments to individuals and groups
- Assertive, confident, positive and a professional manner.
- Prepare written material that is well structured and easy to follow by the intended audience
- Represent the organisation in an honest, ethical and professional way and encourage others to do so
- Exceptional attention to detail and thoroughness
- Previous experience in a similar role within a Service Provider/Managed Services or Service Integrator type business
- Relevant ITIL Certifications (or equivalent experience)
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- This is an Out of Hours / Night Shift Support role. You will be part of a team that works an average of 40 hours per week across a shift rotation that covers 24 hours per day, 7 days per week. This role will predominantly work shifts that covers 7pm to 7am (British Standard Time or Daylight Savings Time), for which we offer a competitive shift allowance.
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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About the Role
- Our Technical Consultants have deep expertise in Microsoft 365 and the Microsoft identity ecosystem. Design, implementation, and migration experience with these technologies is essential, along with a passion for Microsoft technology.
- The successful candidate shall have broad experience with the Microsoft 365 suite and be versed in the security and compliance technologies available within the Enterprise Mobility + Security (EMS) suite.
Job Role Responsibilities
- Deliver technology workshops within scope and budget
- Scope and identify client requirements to create robust designs
- Support project delivery from start to finish to include:
- Business alignment
- Scoping and design
- Environment preparation and identification of implementation tasks
- Design and Build governance
- User transition to upgraded platform
- Transition from delivery into Managed Services
- Support sales and marketing in winning new business
- Escalate appropriate challenges to Head of Technology Architecture, Enterprise Architects and Technology Architects and get designs signed off for delivery
- Support the wider professional services, project, and operational teams
- Ensure that a deep technical understanding of each service component and application, its architecture and configuration is handed over to BAU support for both client and managed service teams.
Requirements
Essential Skills and Experience
- Very strong documentation and communication skills
- Deep expertise with the Microsoft 365 E5 suite
- Excellent understanding of
- Information and Data Governance and its application in M365 E5
- EM+S with a focus on MIP, MCAS, MDfE, MDfI
- Identity Management Solutions aligned to Microsoft 365 including Azure AD, Azure AD Premium, Azure AD Connect and AD FS
- Active Directory Domain Services 2008-2016 (AD DS, DNS) architecture
- Administration experience with AD DS Group Policy
- Good understanding of:
- Microsoft SharePoint
- Virtual Desktop Infrastructure with Citrix or Microsoft RDS / WVD
- Microsoft Endpoint Manager – Configuration Manager and Intune
- Networking infrastructure (TCP/IP, Proxies, Firewalls)
- Server platform requirements (AV, Windows Server 2012/2016/2019)
- And capability using PowerShell relating to Microsoft 365 services, Azure, and Azure AD
- mobility/BYO devices and management services for Android and iOS.
Desirable Skills and Experience
- Experience of delivering Productivity and Security Roadmaps
- Experience working for a consulting organisation in a professional services environment
- Experience of delivering a migration project of 2000+ users
- Experience of migration tools from vendors such as Quest, MigrationWiz or Binary Tree
- Knowledge and deployment experience with Microsoft Teams
- Knowledge and deployment experience of Microsoft SharePoint and OneDrive
- Knowledge and deployment experience of Office Pro Plus
- Knowledge of Microsoft Azure IaaS Services
- Knowledge of Google G-Suite
- Microsoft Certification: MCSE, MCITP, MCSA in Office 365, Exchange, Windows 10
A Successful Candidate will Possess the Following Characteristics and Attributes:
- Proactive, driven, and enthusiastic
- Handles ambiguity without losing focus
- Good organisational skills and strong attention to detail
- Excels in a fast-paced, challenging and collaborative environment
- Interested in engaging with the IT pro community
- Track record of building long-standing relationships with clients
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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About the role
- Our Technical Architects have deep expertise in Microsoft 365 and the Microsoft identity ecosystem. They take the architectural lead on our programmes of work, developing strategies and technology road maps with our clients. Design, implementation, and migration experience with these technologies is essential, along with a passion for Microsoft technology.
- The successful candidate shall have broad experience with the Microsoft 365 suite and be versed in the security and compliance technologies available within the Enterprise Mobility + Security (EMS) suite.
Job Role Responsibilities
- Provide Architectural governance on Technology Architecture Projects
- Scope and identify client requirements to create robust designs
- Deliver Productivity and Security Roadmaps
- Support sales and marketing in winning new business
- Develop and maintain service offerings for the Technology Architecture team
- Maintain the relationship with Microsoft for your SME services
- Deliver technology workshops within scope and budget
- Support project delivery from start to finish to include:
- HLD Creation
- Business alignment
- Scoping and design
- Environment preparation and identification of implementation tasks
- Design and Build governance
- User transition to upgraded platform
- Transition from delivery into Managed Services
- Escalate appropriate challenges to Head of Technology Architecture / Enterprise Architects and get designs signed off for delivery
- Support the wider Technology Enablement, project, and operational teams
- Ensure that a deep technical understanding of each service component and application, its architecture and configuration is handed over to BAU support for both client and managed service teams
Requirements
Essential Experience and Skills
- Very strong documentation and communication skills
- Deep expertise with the Microsoft 365 E5 suite
Experience of
- providing cross Programme Technical Architecture governance.
- delivering Productivity and Security Roadmaps
- designing to Zero Trust architecture principles
Excellent understanding of
- Identity Management Solutions aligned to Microsoft 365
- Information and Data Governance and its application in M365 E5
- EM+S with a focus on MIP, MCAS, MDfE, MDfI
- Virtual Desktop Infrastructure with Microsoft WVD / RDS
- Identity Management Solutions aligned to Microsoft 365 including Azure AD, Azure AD Premium, Azure AD Connect and AD FS
- Excellent understanding of Active Directory Domain Services 2008-2016 (AD DS, DNS) architecture
- Administration experience with AD DS Group Policy
Good understanding of
- Microsoft SharePoint
- Microsoft Endpoint Manager – Configuration Manager and Intune
- networking infrastructure (TCP/IP, Proxies, Firewalls)
- server platform requirements (AV, Windows Server 2012/2016/2019)
- and capability using PowerShell relating to Microsoft 365 services, Azure, and Azure AD
- mobility/BYO devices and management services for Android and iOS.
Desirable Experience and Skills
- Experience working for a consulting organisation in a professional services environment
- Experience of delivering a migration project of 2000+ users
- Experience of migration tools from vendors such as Quest, MigrationWiz or Binary Tree
- Knowledge and deployment experience with Microsoft Teams
- Knowledge and deployment experience of Office Pro Plus
- Knowledge of Microsoft Azure IaaS Services
- Knowledge of Google G-Suite
- Microsoft Certification: MCSE, MCITP, MCSA in Office 365, Exchange, Windows 10
A successful candidate possesses the following characteristics and abilities:
- Proactive, driven, and enthusiastic
- Handles ambiguity without losing focus
- Good organisational skills and strong attention to detail
- Excels in a fast-paced, challenging and collaborative environment
- Interested in engaging with the IT pro community
- Track record of building long-standing relationships with clients
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- This role has overall responsibility for the provision of a broad range of Project Management Office support, to a variety of projects and programmes, supporting our clients within the Professional Services Directorate and some of the wider group directorates. This document indicates the primary roles and responsibilities for a Project Support Officer. The list is not exhaustive, and aspects can and will be added or removed as per the needs of the business. Motivation and appetite to learn will be key as training can be provided.
Job Responsibilities:
Process, Governance & Quality Management:
- Providing documented processes and core governance for projects engagements across the group
- Provide advice &/or assistance to Project Managers where Client demands require process
- Flexibility
- Ensuring adherence to ISO Certification & Processes
- Compliance with Legal, Regulatory, Statutory and Contractual requirements
- Customer & Delivery Team Satisfactions Surveys to include:
Managing client feedback requests
- Obtaining Feedback from Delivery Teams on Engagements
- Identifying lessons to be learned
- NPS reporting
- Documentation Template Updates to include:
- Kimble Products & Template maintenance (governance of major versions)
- Engagement template documentation (SoWs / Change Request / Contracts)
Process Communications
- Ensuring the right communications channels are used for the right purposes
- Point of contact for project team and engagement communications, managing and engaging
- with a wide range of internal and external stakeholders
- To provide timely response to all enquiries, from both internal and external clients relating to
- engagements
- Liaising with other internal teams to ensure smooth transition of projects
Process Audits
- What processes need refinement / improvement – continuous improvement
- Engagement Delivery Support:
Transition of projects from Commercial to Delivery to include:
Order / Deal Pack Processing
- Including following up on actions needed for completion of Change Requests
- Transition of projects from Delivery to Managed Service to include:
- Resource Augmentation / Managed Resource Augmentation project administration and resourcing, including financial management of the project
Assisting Project Managers with resourcing engagements
Supplier Delivery Management
- Technical Team & Schedule Management to include:
- Managing scheduling for non-PS bookings as required
Future resource demand forecasting
- Ensuring demands can be met
- Identifying when we have more work than resources can manage and escalating
- Identifying where we have significant white space to be filled and escalating
- Holiday / Planned Absence Request Approvals
- Managing Non-Billable / Other Activity Codes
- Team Skills Matrix and capability information capture (i.e. service delivery capability)
- Ensuring this is regularly updated
- Financial & Performance Management:
Managing & Reporting against Targets to include:
Weekly & Month End Period Management
- Checking that all timesheets have been entered and running the period close activities o Adding timesheet information on behalf of consultants (by exception only)
- Approving timesheets on behalf of Project Managers (by exception only)
- Analyse & Report on Team Utilisation
- Revenue analysis and maximisation
- Ensuring all white space is filled where possible
- Forecast / delivery variance reporting
Requirements
Specific capabilities required:
Strong personal organisational skills
- Excellent communication skills
- Service oriented, adaptable, and resilient
- Process driven, excellent attention to detail, quality, and control
- Ability to work on own initiative
- Good negotiation and relationship building skills
- Ability to develop new skills and understand new technology as required
Knowledge Required:
- Skilled in Microsoft Office 365 Suite
- Knowledge of Kimble PSA tool an advantage but not essential
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday between 8am and 6pm - based on UK hours)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- As a Content+Cloud Internal Systems Architect, you will be responsible for planning, implementing and manging IT solutions underpinning the IT strategy. You’ll act as a senior technical escalation point for other team members, ensuring the proper management and administration of our internal systems hosted locally, on our private cloud platform, in the public cloud and SaaS applications.
- You will have a ‘hands on’ problem solving approach; delivering to strict deadlines and dealing with end users up to executive level. You will have the capability to provide a mixture of hardware, software, desktop and network support both in person and over email, Teams chats, calls and screen shares, although much of your time will be spent helping the business achieve its IT strategy goals via Transformation projects.
- You will be expected to learn the systems that are supported working towards becoming a subject matter expert of the ERP stack, specifically Workato and DealHub, with an understanding of each component and its interactions/dependencies. You will be expected to provide support and take over ongoing tasks of subject matter experts when they are working on a critical issue that involves the system that are responsible for.
The internal system team is a small dedicated team of Engineers and Architects and team work is key to success, doing whatever task is required to provide the support needed.
Reporting to the Head of Internal Systems the key deliverables of the role can be summarised as follows :
- Understand Business Requirements and processes
- Provide an operational view and expertise to the Internal Systems team
- Provide strategic guidance on new and upcoming ERP related products and services
- Deliver weekly tactical updates regarding upcoming changes reported via the Microsoft 365 roadmap
- Technically own, manage and communicate downstream ERP changes through the Change Management lifecycle
- Technically own the governance of the ERP solutions ensuring they adhere to regulatory and security standards and requirements.
- Awareness of vendor (Microsoft) patterns and practices in relation to improvement of adoption of tools and services.
- Provide guidance on user training for Office 365 applications
- Communicate, deliver and drive insights into ERP usage and adoption
- Delivery of high quality support on escalated complex incidents and problems across the Content+Cloud estate
- Ensure compliance of security policies through user awareness and guidance of security best practices in accordance with our ISO27001 standards.
- Escalation point for 1st and 2nd line engineers for support & maintenance activities
- Responding appropriately to, and effectively resolving, incidents, queries or complaints.
- Help support, train and mentor other team members across all Content+Cloud office locations
- You will have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes
- Be an ambassador for the Internal Systems team in the respective location and championing Internal Systems policies and procedures.
- Interface between the internal support resolver groups that sit outside the internal systems department
Requirements
The ideal candidate will have/be:
- Experience in a 3rd Line support role
- Extensive experience in setting up, troubleshooting and administering Office 365
- Experience with Workato middleware is highly desirable
- Experience with DealHub CPQ is highly desirable
- Experience with Dynamics 365 services including Sales Hub and Business Central is desirable
- Good understanding of other ERP components, such as Azure SQL, HubSpot and Cloudmore
- Extensive experience in management and billing of Azure resources
- Extensive experience with Exchange Online/Mimecast/email flow
- Experience with Microsoft Teams
- Experience with Azure AD MFA
- Experience with Windows Server (all released within the last ~10 years)
- Experience with virtualisation technologies, mainly Hyper-V and VMware ESX + Workstation
- Excellent working knowledge of routing / switching equipment including, but not limited to, Cisco, Fortigate, Watchguard, Dell SonicWall, HP Routers, Switches and firewalls
- Excellent understanding of Skype for Business/Call centre applications, telephony and call flow
- Excellent understanding of many of the following protocols – OSPF, EIGRP, RIPv2, Spanning Tree, QoS, VPN (Site to Site and Client based)
- Good understanding of WAN/BGP, WiFi, Access Points (especially Ubiquiti UniFi and Cisco Meraki)
- Knowledge and experience supporting or administering WAN/MPLS connectivity
- Experience troubleshooting any of the following would be advantageous: Cisco / VoIP phone systems (Call Manager / Call Manager Express)
- Excellent communication skills – professional approach in all aspects of work and able to document knowledge clearly and concisely, experience or background of ITIL service desk environment advantageous.
- Experience with Enghouse Contact Centre would be advantageous
Generic essential individual attributes:
- Process-focused
- Excellent technical ability in one or more key virtual team area
- Exceptional technical understanding of current leading technologies, suppliers and industry terminology
- Security conscious and aware of evolving IT security risks.
- Able to prioritise under pressure and work to deadlines
- Excellent decision making, judgement, planning and organisation skills
- Flexible, calm and approachable, ‘can do’ attitude
- Solid customer relations skills to understand client/client representatives concerns and requirements
- Ability to work well within team, supporting other team members
- Ability and willingness to work outside of core hours in order to troubleshoot critical business impacting issues and undertaken planned and emergency maintenance work
- Willingness to gain relevant qualifications and accreditation's
- Awareness of how a support role in Internal Systems ensures the business runs at its best, to meet its goals.
- Shows initiative at every level
- Able to mentor junior team members to help plug knowledge gaps and improve the quality of delivery to end users
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected].
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Description
- The ITSM Operations Manager role will report to the Head of ITSM Practices & Governance and will act as a best practice coach to ITSM team members, ensuring they can interact confidently with customer stakeholders. This includes, but is not limited to, Incident, Request, Change, Knowledge and Problem Management.
Duties and Responsibilities
- The management of a number of IT Service Delivery teams across different complex 3rd line technologies and services, through team leaders a with the objective of resource optimisation in the short and long term
- Full responsibility for performance management of teams.
- Definition of service and operational level agreements (SLA’S and OLA’s) related to contracted services within own area and others.
- Ensure SLA’s are achieved, and client expectations are met (or exceeded).
- To build services and business development relationships with clients at a senior level.
- Ensure quality and profitable services are performed to the agreed SLA.
- To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
- To provide reports to an agreed schedule (or on request), including management and account performance reports.
- Attend client service review meetings when required; areas covered will include performance reports, service improvements, quality and processes.
- Coaching Team Members on the effective and efficient delivery of ITSM Practice Services to Multiple Customers.
- Leading internal and customer facing process forums as part of coaching activities.
- Managing customer complaints assigned to the ITSM Practices Team to ensure a positive outcome
- Requirements
- Demonstrable previous experience in a Global Managed Services environment, with a minimum of 2 years’ in a leadership role.
- Demonstratable experience in managing ITSM service outcomes across multiple business units.
- Strong Change Enablement experience, in the context of managed services, working with global customers across multiple technical service towers is a must.
- Matric and evidence of related training (ITIL certifications and other ITSM Training), along with a minimum of 5 years’ experience in a Global Managed Service Environment.
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- The candidate will be an active member of CSOC (incl. NOC) using a variety of security and network platforms to meet the requirements of the business and its customers.
- This is a hands-on role and requires broad technical knowledge, skills and abilities across modern IT systems and infrastructure.
General responsibilities
- Participate within a multi-disciplined environment (CSOC / NOC) identifying, owning, progressing and resolving security and network incidents.
- Perform prompt and effective incident triage and investigation applying sound problem-solving methods to determine scope, urgency, and potential business-impact.
- Maintain and operate a wide variety of platforms and toolsets across CSOC and NOC
- Work with internal and external stakeholders to resolve security and network incidents and vulnerability compliance.
- Drive customer satisfaction and continuously seek to improve operational performance.
- Collaborate with other teams to maintain service standards and functionality.
- Initiate, update, approve and maintain knowledge articles within the prescribed ITSM tool
- Ensure Service Level Agreements (“SLAs”) are met internally and per customer requirements
- Maintain a continuous understanding of the threat landscape with in-depth knowledge around threat actors, TTPs and vulnerabilities.
- Provide technical support for the identification, triage and response to events or incidents of a suspicious or malicious nature, and apparent security breaches.
Requirements
- Hands-on skills and experience with a SIEM platform (Azure Sentinel, Splunk, AlienVault, QRadar, LogRhythm)
- Hands-on experience with the use of Endpoint Detection and Response or SOAR platforms in threat detection and prevention
- Demonstrable knowledge of the MITRE ATT&CK framework and OWASP
- The ability to work on a 24 x 7 shift rota
- Excellent soft skills in the form of team working, problem solving and communication.
- A keen self-starter who can evidence excellent customer service and can collaborate effectively.
- A good understanding of process, change and problem management
- Demonstrable network security knowledge: IDS/IPS, firewalls, remote access, VPN, network monitoring, vulnerability scanning, anti-malware
- Good working knowledge of Windows and Linux OS, TCP/IP, DNS, HTTP(S), SNMP and server virtualisation (Hyper-V/VMware)
- One or more of the following industry certifications:
- CompTIA Security+, Network +, A+, Microsoft Certified Associate or higher, Cisco CCNA or above.
- Confident working experience across the following technology stacks:
- Networking and Firewalls – Cisco, Dell, Fortinet
- Microsoft Servers 2012-2019
- Cloud platforms – O365, Azure, AWS, Mimecast
- RMM and Professional Monitoring toolsets
- Data Protection | Backup solutions – Backup Exec, VEEAM, Microsoft, DPM, Microsoft Azure Backup Server, Azure Site Recovery
Desired working experience:
- An awareness of cyber security related standards and regulations, for example, NIST, CIS, ISO 27001 and PCI DSS
- Good working experience with Fortinet, Cisco Meraki, Switching (HP, Juniper), Firewalls (Cisco, Juniper, Palo Alto)
- Experience in cloud architectures (Azure, AWS) and engineering solutions
- Having achieved at least a BSc or MSc in Cyber Security incorporating Ethical Hacking, Digital Forensics or Information Security
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 - 45 hours per week (This will be a mixed early and late shift rotation, over a 4 days on, 4 days off pattern - The shift times will be discussed at interview stage)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
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Description
- The key deliverables of a Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.
Duties & Responsibilities:
Telephony:
- answer calls and attempt first call resolution.
- confirm and capture accurate information.
Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.
- Prioritise and manage several tickets at one time.
- Apply extreme attention to detail
- Maintain data quality and accuracy standards at all times.
- Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
- Take ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.
- Ask targeted questions and apply accurate troubleshooting.
- Contribute fully as an active team member and ensure personal and team objectives are achieved.
- Collaborate with other teams to maintain standards and functionality.
- Maintain a professional relationship with clients and peers,
- Utilise excellent customer service skills and exceed customers’ expectations.
- Report potential client facing risks.
- Report customer feedback and potential product request.
- Maintain personal development plan with line manager.
- Collaborate with other teams to maintain standards and functionality.
- Undertake any other tasks as assigned by management.
- Availability during your shift hours (which may incur shift & desk rotation).
- Troubleshoot, maintain and support a wide range of systems.
- Ensure Service level agreements (“SLA’s”) are met.
Requirements
- Previous experience in a similar role
- Must have experience in supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)
- Hold a formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous but not a deal breaker
- Excellent desktop troubleshooting skills.
- Basic to intermediate server and network identification and troubleshooting skills.
- Take ownership of technical escalation.
- Contribute to and improve internal knowledgebase assets.
- Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
- Provide prompt and accurate feedback to clients.
- Direct unresolved issues to senior support service engineer for technical escalation.
Benefits
- Salary dependent on experience
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at [email protected]
Method of Application
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