As a Senior Service Operations Engineer (2LS) you will act as the key technical expert in the support team as well as acting as part of the escalation team who support the 1st/2nd line in resolving customer problems and issues.

As a senior engineer you will actively participate in the take-on of support of new customers and services. It will be your responsibility to ensure the knowledge base exists in Managed Services for all services in your area of expertise. As part of the wider 2nd line team, you will also be responsible for proactively managing customer solutions to ensure that their systems are maintained at the optimum level and that we manage the capacity and capability on behalf of the customer.

If, as part of the proactive monitoring and management of the customer’s solution, you identify areas that need addressing, you will work closely with the Sales and Service management teams to ensure this is effectively communicated to the customer.

This is an exciting but demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge in the Windows/Cloud/Virtualisation arena. 

Role Responsibilities

Key responsibilities for this role may include: 

• Working closely with the Service Desk Manager and supporting internal improvements on the internal toolset and IT requirements  

• Manage escalated customer problems, working closely with the 1st/2nd line team to ensure we deliver to SLA and customer expectations. 

• Be an active part of the new customer and service take on process. 

• Be an active part of the new service development process. 

• Manage internal maintenance and monitor patching requirements across all services. 

• Diagnosing and resolving problems to customers' satisfaction. 

• Provide pro-active management of customer solutions to ensure we deliver high level of customer service. 

• Act as subject matter expert and mentor for both 1st and 2nd line support personnel. 

• Maintain and develop own knowledge and skills in line with being an expert in your chosen specialisation. 

• Help drive continual service improvement by identifying and implementing change to customer solutions that will improve their performance and reliability. 

• Be a source of knowledge for the 1st/2nd line team and help them gain the experience required to fix more problems first time. 

• Be part of the change control process, helping ensure we streamline simple changes and better manage complex ones.  

Administration and troubleshooting of following technologies:  

• Windows 10  

• Windows Server 2012 R2 to 2019  

• VMware Horizon, ESXi & vSphere  

• Polycom VOIP hardware  

• Skype for Business  

• Office 365 suite  

• Active Directory  

• QNap Backup Hardware  

• Nakivo  

• McAfee Anti-Virus  

• Sophos Anti-Virus  

• Windows RDS systems  

• Dell & Supermicro servers  

• Dell and Meraki Switches  

• Palo Alto & OPNSense firewalls  

• HP Thin clients  

• Dell & Lenovo Laptops  

• SharePoint  

Education and Experience Requirements

Education:

• ITIL (Information Technology Infrastructure Library) Foundation (Additional ITIL qualifications are advantageous)

• Microsoft Certified

• CompTIA certification (A+ / Network+ / Security+)

Experience:

• Experience in working in an IT Managed Service Provider environment.

• Good knowledge of ITIL framework and experience with core ITIL processes in a Service Desk environment

• Excellent knowledge of the use of common Service Desk technologies (e.g., IT Service Management tools, remote support tools, health monitoring tools).

• 3+ years of experience in a Service Desk or technical support role

• Strong understanding of Microsoft Windows OS, Windows Server, and Microsoft 365.

• Good Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).

• Experience with virtualization technologies (e.g., VMware, Hyper-V).