3rd Line Support & Cloud Infrastructure

3rd Line Support & Cloud Infrastructure

Salary: Dependent on experience

Choose a great role at San-iT We have an exciting opportunity for someone to join our friendly and
knowledgeable Support Team. We are looking for a 3rd Line Support & Cloud Infrastructure Engineer that is looking
for a fast-paced, dynamic, service-driven environment. We need techno-geeks who can speak to people!

You will be required to work Monday to Friday from 8am – 5pm.

The Role
Your main roles and responsibilities will include:

  • Responsibility for Priority 1 tickets and site visits relating to these.
  • Delivering support and technical expertise to end users face to face, over the telephone and via remote support software.
  • Responsibility for ensuring that San-iT’s systems are operating effectively and securely e.g. backups, AV, DR
  • Creation of documentation / method statements / how-to guides
  • Work to agreed SLAs and KPIs.
  • Assist and support 1st/2nd line Support Engineers with workload as necessary.
  • Planning and implementation of internal and customer projects.
  • Lead the team to deliver the IT solution to the agreed cost, time and quality measures
  • Ensure adequate risk and issue management in place to ensure the success of the project
  • Take ownership of the post go-live support process to ensure teething issues are dealt with
  • Proactively manage cost and benefit across the whole project
  • Clear communication with the Support Team and all stakeholders throughout and following the process
  • Take ownership for the successful delivery of all technical activities on the customer site
  • Ensure post-project reviews take place to improve the overall delivery capability of the Support team

Required Skills/Experience

  • A full UK driving license
  • Office 365, SharePoint, EMS+S
  • Experience of Microsoft Azure would be an advantage
  • Windows Server 2012 and 2016
  • Configuration, Installation and query of SQL
  • Strong system, software and hardware diagnostics, fault finding and problem solving ability.
  • Server Virtualisation using Hyper-V or VMware
  • Experience of server implementations, device imaging and deployment
  • Networking – VPNs, VLANs, LAN/WAN, DNS, DHCP, Fundamentals (e.g. TCP, IP)
  • Firewall and WAN technologies.
  • Security focused whilst being aware of vulnerabilities and threats apparent.
  • Excellent communication skills via face to face, telephone and email.
  • Ability to work to within tight time scales and deadlines within a team and on your own initiative.
  • Have the ability to converse with non-technical people without technical jargon and able to build and maintain good relationships with clients, colleagues and suppliers.
  • Our ideal candidate will also be capable of managing and prioritising their own workload and will possess strong organisational skills.
  • Experience of a fast paced support environment, ideally with a Managed Service Provider
  • MCSA and MCSE qualifications would be an advantage

The Person
You will be a reliable, responsible and trustworthy person who enjoys dealing with people and not just technology. As well as being both self-motivated and self-disciplined you will be able to:

  • Remain calm under pressure and be a tenacious problem solver
  • Understands when issues should be escalated.
  • Be eager to learn with an ability to self-teach in areas of uncertainty.
  • Possess a strong customer service ethos with a hunger to develop and improve your experience.

For more information about what it is like to work at San-iT or to apply, please email [email protected]

No agencies please.