IT Operations Executive Permanent

Reporting to the Head of Service, the IT Operations Engineer will be responsible for supporting the cloud services offered to the company’s partners and customers.

The IT Operations Engineer will also be expected to successfully manage and resolve escalated cases from other support teams, to troubleshoot system issues and escalate if required to the appropriate teams or third parties.

This role will demand a high degree of commitment to ensure the uptime, performance and availability of the company’s services meet or exceed their commitment to the customer. This will be achieved through operational support, maintenance, monitoring and security of Hyper-V, Windows Server/Datacentre, virtual networking, virtual storage and backup. Some exposure to managing physical hardware of storage and compute may be required from time to time.

Key Responsibilities

• Provide a single point of contact for the reporting of technical incidents and enquiries.
• Where necessary, provide remote support for our hosted client applications on desktop or server operating systems, including Outlook, Entourage and Dynamics CRM for Outlook.
• Monitor the relevant IT Service Management system (Autotask) and email work queues for any service requests that require technical assistance for all our clients Hosting products and services.
• Monitor and proactively resolve issues relating to dedicated customer environments (Windows 2008, 2008 R2, 2012 servers using System Center Virtual Machine Manager 2012 R2, Managed network firewalls).
• Prioritise technical support requests based on impact and urgency to customer business and in line with our clients’ SLA response times.
• Achieve both team and individual targets in relation to productivity and quality.
• Take ownership of support request assigned for the full duration of the incident lifecycle.
• Keep the customer informed of resolution/workaround progress during the incident lifecycle.
• Instil confidence that requests will not be ignored or lost.
• Provide assistance with pre-sale/post-sale technical enquiries.
• Escalate externally to key personnel where the problem is severe.
• Design and maintain product documentation, user guides and knowledge base.
• Produce and provide appropriate reports to the Line Manager as and when necessary.
• Assist other departments with support enquiries and testing equipment.
• Keep up-to-date with the Company’s and competitors’ technical product offerings and developments in the IT / Data / Cloud industries.
• Provide training advice/support to both internal and external customers.
• Provide out-of-hours support when required.
• Protect all information relating to Outsourcery, the client, partner or internal customer at all times, ensuring the application of DPA where required.
• Adhere to all elements of the Company’s ISO standards and business policies.
• Demonstrate confidentiality and sensitivity in dealing with all issues of business, especially when handling sensitive situations and information.

Qualifications Required

Qualification/Certificate Needed –  Essential

• HNC or equivalent in IT, Business Studies, Science or relevant subject

Qualification/Certificate Needed –  Desirable

• Relevant Microsoft Qualifications
• ITIL V 3 Foundation certification

Experience Required

The IT Operations Engineer will have experience in the following areas:

•  Microsoft Infrastructure Technologies including; Hyper-V, SharePoint, Windows Server, and Microsoft Active Directory
•  Vmware
•  Some Linux experience, particularly CentOS and Ubuntu
•  Build and maintenance of virtual machine environments
•  Knowledge of Hosting/Cloud services
•  Track record of delivering excellent customer service and exceeding expectations
•   Excellent communicator
•   Analytical mind with the ability to problem solve and resolve complex enquiries

In reward, our client can offer you a competitive salary and benefits package including:

• 22 days’ holiday plus bank holidays, rising to 25 days after 2 years,
• Health care cover
• Childcare vouchers
• Retail discount partnership
• Monthly employee recognition scheme.

If you feel this role could be of interest to you then please contact a member of the 360 team either by phone on 01202 298 360 or send your CV to us via email at jobs@360recruitment.net 

Tagged as: Desktop / Application Support, IT, IT Infrastructure, Technical / Customer Support