Support Engineer

Description

A Systems Support Engineer is required to join our proactive team within our rapidly expanding Cloud / IaaS and Network Operations centre. The role is to provide 1st and 2nd line support to clients and our underlying cloud infrastructure. You should have relevant experience within a virtualised IT environment (preferably knowledge of KVM, VMware, Xen or HyperV), or have appropriate educational qualifications and a keen aspiration to develop your skills and experience within such an environment.

Key Activities Reporting to the CTO, the IT Support Engineer will perform several key activities: First line response to incidents, change requests and other support related activities, which are received, from clients or partners. Communicating and updating with clients and partners, always striving to ensure the highest possible levels of client satisfaction. Respond, log, and manage calls from clients requiring technical assistance, primarily relating to their cloud environment. Technical administration, first and second line troubleshooting of our cloud infrastructure, assisting in the resolution of incidents in consultation with other team members. Updating and maintaining the company Knowledge-base. Ensuring adherence to ITIL Service Management policies and procedures. Remotely assist clients with issues and seek resolutions. Work within the client’s service level agreements to ensure timely response to client issues. Assist with client migrations onto the system. Desired Skills & Experience Ability to support / administer Linux (LAMP, MySQL) and or Windows (IIS, ASP.NET, SQL) based servers. Proven knowledge of domain structures, network architectures and security principles. Previous understanding and/or experience within a virtualised IT environment – essential. Previous understanding and/or experience of networks and security principles – desirable. Appropriate IT degree (or previous experience within a similar IT environment) – desirable. Previous experience in an IT Support (external customer facing environment) – desirable. Understanding of ITIL processes at a high level – desirable. Excellent communication skills, including articulate in verbal communications and accuracy in written communications – essential. Reliable. Conscientious and methodical approach to tasks, able to prioritize and escalate within a busy working environment – essential. Additional Information This position is managed as part of the companies day shift Rota, and the post holder will be required to work different shifts between the hours of 07:00 and 18:00 Monday to Friday. The post holder may also be required to participate in out-of-hours support activities, for which an additional allowance will be paid. Applicants need to be aware that they will be required to undergo and successfully complete a technical appraisal. Applicants should send a covering letter and a copy of your latest CV to vacancies@flexiscale.com