Reporting to the Windows 3rd Line Manager you will be part of a tier 3 support team, supporting the mission critical environments of Ensono’s clients hosted on public and private cloud, on-premise and RIM platforms. Delivering an exceptional level 3 support service you will resolve complex technical incident and problem tickets escalated from internal departments within a demanding and dynamic setting. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure.
This role is moving in an exciting direction towards Microsoft Azure. You will play a key role in enabling us to be successful with our clients on this platform. Your day-to-day role will expose you to a variety of support and some project work. Working with highly skilled people who are cross-skilled in multiple technologies you will achieve common goals in a positive learning environment where the experience you gain will help propel you to the next level of your career.
In addition to internal training and our training portal you will have access to external training platforms. Longer-term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.
Provide support to one or more client environments and maintaining high availability through proactive measures.
Resolve complex technical incidents/problems escalated by other internal departments within the call management system.
Administration and troubleshooting of issues.
Ensure clients and internal teams are updated on the status of issues.
Implement operational procedures, tools and best practices.
Achieve required levels of operational scalability & performance.
Be an escalation point for client issues, engaging vendors where necessary.
Participate in the planning and execution of Disaster Recovery exercises.
Support project deployment and project transition support for complex solutions.
Participation in an on-call rota.
Technical change review of managed services.
Execute change management tasks in line with defined processes.
Take a leading role in the analysis and resolution of problems.
Assist and mentor team members in the structured approach to troubleshooting problems.
Act as a role model and mentor for other support tiers.
Possess a strong understanding of and demonstrable troubleshooting skills in Windows Server, storage, and network infrastructure at an enterprise level.
Additional preferred knowledge in one or more of the following areas: Microsoft Azure, AWS, Google Cloud, Ansible, scripting, VMware vSphere, Microsoft SQL Server, Microsoft Exchange Server, Cisco firewalls, ITIL.
Excellent Microsoft Server skills.
Advanced problem-solving skills.
Exceptional customer service.
Azure skills preferred.
Coaching and mentoring skills.
Good understanding of infrastructure technologies like Storage Area Networks, distributed systems, and firewalls.
Additional preferred certifications: Microsoft e.g., MCSA, MCITP, MCSE; Public Cloud (Azure, AWS, Google Cloud); VMware Certified Professional.
Minimum 2 years of experience in a level 3 support engineer role preferred.
Experience of working within a Managed Services Provider environment is advantageous.
Certification & Qualifications
Microsoft Azure Administrator (AZ-104) certification is preferred.
Microsoft intermediate-level technical certification* is advantageous (e.g. MCSA).
ITIL certification desirable.
Higher education qualifications in any discipline is advantageous.