Technical Support Engineer – Leading UK Managed Services Brand

Technical Support Engineer – Networks and Applications - Leading UK Managed Services Brand
Edinburgh
£18,000 - £22,000 + Excellent Company Benefits Package (See below)

About Us:

We are industry leading providers of Cloud Hosting, Colocation and Managed Hosting services to over 3000 happy customers across the UK. Our 10 state of the art data centre facilities deliver efficiency, resiliency, continuity and ultra-fast connectivity and flexible packages provide our customers all their hosting needs to grow their business. We help and advise our customers on how best to deliver their businesses critical IT services, including Managed Hosting, Managed Networks, Managed Applications and Colocation, all based within our UK owned Data Centres.

Job Purpose:

Technical Support Engineers within our Networks and Applications team are based at our Edinburgh datacentres and provide the first point of contact for both external clients and staff. This is a challenging, highly technical and hands-on role which covers a wide range of technologies. The role involves 24/7/365 shift work and call-out working. There may also be a requirement for lone working.

Key Responsibilities:

> Work closely with the other members of the team to ensure efficient, high quality technical support and customer service via ticketing system, telephone or directly within our datacentres.

> Triage and manage all incoming calls and e-mails. These include Incidents, Change Requests and general enquiries regarding our services.
> Ticket escalation to the senior support teams, support management and our suppliers based on pre-defined Service Level Agreements.
> Respond to customers and liaise with IT consultants or partners as required.
> Assist with project work when required around product and process development,
> Update existing documentation and produce new documentation for both internal use and for publication on our customer knowledgebase.
> Provide remote and intelligent hands to datacentre customers.
> React to alerts from our various monitoring systems for local and remote systems, services and infrastructure.
> Occasional customer site visits and visits to other company datacentres.

Desirable Knowledge, Skills & Experience:

Non-technical skills / attributes:

> Fluent and clear written and spoken English.
> An enthusiastic, driven, committed & flexible approach to work is essential.
> Candidates should possess a natural initiative and pro-activeness to their method of working, be open to new ideas and have a positive outlook.
> Ability to work well to deadlines and under pressure.
> Excellent customer service skills and experience.
> Confident and friendly telephone manner.
> Must be a team player but also able to work on own initiative.
> Full, clean driving license

Technical skills / Knowledge / Experience:

> Candidates will ideally have at least 6 – 12 month’s experience in a helpdesk environment using an ITIL driven ticketing system.
> Strong understanding of ADSL troubleshooting. Experience supporting Business-class access services such as LLU, National EFM, Metro Ethernet, FTTC.
> Demonstrable in-depth understanding of the OSI model and systematic troubleshooting approach.
> Electrical / Mechanical knowledge relevant to Data Centre technology.
> Cisco and/or Juniper experience with entry level certifications extremely desirable.
> Comfortable with both Microsoft & Linux Operating Systems.
> DNS, Email, VoIP, VPNs, Domain Registration, Databases, IIS, AD, Group Policies, IP addresses & subnetting, SSLs, Backups,
> Experience in supporting virtualised services.
> Experience of hardware troubleshooting, software installation and networking services.

Candidates are not expected to be proficient in all of these areas, however this list should give some indication as to the variety and depth of the Support role.

Benefits we offer:

> Enhanced Matching Pension Scheme
> Performance related bonus scheme
> Private medical Care
> Death in Service x 4
> Optional Enrolment in Childcare Voucher scheme
> Optional Enrolment in Bike to Work Scheme
> Access to our Rewards Discount Programme

You may have worked in the following capacities:
Datacentre Engineer, IT Support Engineer, Datacentre IT Systems Technician, 1st Line Support Engineer, 1st Line Network Support Engineer, Graduate IT Engineer, Junior Support Desk Engineer.

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The Technical Support Engineer role is being managed by agency innovator RecruitmentRevolution.com. By applying for this role you give express consent for us to process & submit (subject to required skills) your application to our client in conjunction with this vacancy only.