IT Service Operations Engineer Full Time Permanent

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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