Operations Engineer

About Them

This company is a government-approved Cyber Security and IT Managed Service Provider, supporting clients 24x7x365 from their ISO27001-accredited UK Network & Security Operations Centre (NOC/SOC).

The Job

Operations Engineers will work in a 2nd/3rd line support and project delivery capacity configuring, monitoring, diagnosing and troubleshooting customer telephony, network (including WiFi), server, security and infrastructure issues. There will also be a requirement to work as required from customer site to complete deployment work which cannot be done remotely.

The main duties for a Junior Operations Engineer include:
- Taking ownership of all projects assigned ensuring timely updates and delivery of committed tasks
- Ensure that all changes follow the company change management processes
- Implement standard process and documentation for the Service Desk to support and deliver client projects
- To provide customer facing responsibility for all incidents and projects assigned.
- Maintain a good understanding of the functionality and structure of supported systems and clients.
- To plan and carry out effective proactive maintenance of major systems (both internal and client)
- To ensure that unplanned outages & performance issues are minimised, and that sufficient capacity & disaster recovery provision is maintained to support agreed business needs.
- As required identify and resolve incidents within agreed SLAs, and provide 3rd line technical support
- To undertake activities on client site as required

About You

You will need to be able to work to tight deadlines and think on your feet, taking responsibility and working from your own initiative. You will also possess an excellent inter personnel manner, and will always adopt a clear, positive, and friendly but decisive approach.

You will have:
- The ability to plan and prioritise your workload
- A proven track record of achieving results.
- Previous experience working for a Managed Service Provider (MSP) dealing with multiple clients and products
- Demonstrable evidence of delivering an excellent customer experience
- Ability to work within a team
- Able to be flexible and continually learn new skills
- Experience in telephony, network (including WiFi), server, security and infrastructure diagnostics and configuration
- Understanding of IP networking fundamentals
- Working knowledge of IT Monitoring systems (SolarWinds experience highly desirable).
- Excellent standard of written English
- ITIL Foundation v3 Certification (Desirable)
- CCNA or MCSA (Desirable).
- A full UK driving license (Essential)