Senior IT Operations Engineer

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

THE JOB:
The Senior Operations Engineer will work in both project delivery and support capacity for multiple clients. This includes designing, configuring, deploying, monitoring, diagnosing and troubleshooting customer network, server, telephony, security and infrastructure issues. You will also have a heavy involvement in the day to day operations of the internal IT infrastructure. There will be a requirement to work as required from client sites to undertake activities that cannot be done remotely

MAIN DUTIES/RESPONSIBILITIES:
- Take ownership of multiple assigned projects ensuring timely updates and delivery of committed tasks. Projects will include the deployment of technology solutions for clients across the companies product portfolio including Solarwinds based systems monitoring and Zscaler based web filtering solutions.
- Maintain a good understanding of the functionality and structure of supported systems and clients.
- Provide pre-sales engineering to design and implement solutions for their customers in line with Best Practice
- Plan and carry out effective proactive system maintenance
- Serve as the 'go-to' expert within the Operations team providing coaching and mentoring to a team of Engineers
- Identify and resolve incidents within agreed SLAs, and provide 3rd line technical support
- Ensure that unplanned outages & performance issues are minimised and that sufficient capacity & disaster recovery provision is maintained to support agreed business needs.
- Production of process and documentation for the Service Desk

SKILLS AND EXPERIENCE:
The jobholder will need to be able to work to deadlines, think on their feet, take responsibility and work under their own initiative. An excellent inter personnel manner is essential, always adopting a clear, positive, friendly but decisive approach.
- The ability to plan and prioritise your workload
- Excellent standard of written and spoken English
- Previous experience working for a MSP dealing with multiple clients and products
- Experience in telephony, network (including WiFi), server, security, database and infrastructure diagnostics and configuration
- Strong NOC and/or client support experience
- An active interest in software systems/engineering and/or system architecture
- Experience of working with senior managers and customers
- Experience of designing, implementing and supporting Systems Monitoring tools (such as SolarWinds dashboards, dependencies & groups) is highly desirable
- Experience of implementing and supporting security products (including SIEM solutions such as LogRhythm) is desirable
- A full UK driving license is essential
- Relevant IT qualification (i. CCNA, MCSA) - Highly Desirable
- ITIL Foundation or Prince II Certification - Desirable
- SolarWinds Certified Professional - Highly Desirable