Global Technology Solutions

Job Details

Senior Shift Engineer - Server - VMware, Hyper-V, Windows

Salary: £28,000 - £38,000 + 20%

Start Date: Mon, 13th Aug 2018

Job Category:

Position Type:

Location: , London

Vacancy Added On: Mon, 6th Aug 2018

Job Ref No: 3631

Detailed Job Specification:

Level 3 Infrastructure Engineer required for a permanent role based in Blackfiars, London. 

This role is a technical support role within our 24x7 shift team, it is a customer facing role responsible for the monitoring of customer environments, the effective resolution of incidents, prompt action of requests and the creation and implementation of change requests. The primary focus of the shift team is to work closely with our customers and ensure that their services are highly available and that any issues are dealt with professionally and quickly. As a Shift Support Engineer you will be responsible for monitoring and maintaining the infrastructure systems and networks. This is a role where good communication and excellent service ethos is mandatory. The role is responsible for diagnosing hardware/software faults and solving technical problems related to large scale complex infrastructure services where availability and security are critical. This is a fast paced and challenging but rewarding environment. 

The working hours for this role are 12 hour rotating shifts, mixed between nights and days. An example of the pattern can be provided on request. 

Responsibilities 

 Proactively investigate monitored events in a manner consistent with documented best practice 
 Act on alerts promptly based on the priority 
 Action new emails, events, request and incidents as they’re logged 
 Management of incidents, changes and service requests under strict ITIL framework using industry standard ITSM platform and Alternative processes and tools 
 Leveraging monitoring and alerting tools in order to support customer’s infrastructure and services 
 Using technical knowledge to resolve incidents related to customer solutions 
 Ensure that the highest levels of service are delivered to Alternative’s customers 
 Ensure that service and response SLA’s are maintained and escalations are managed where required 
 Maintain accurate records of activities throughout the lifecycle of a ticket 
 Regular contact with customers (99% of whom are technical) and keep them updated with progress of events 
 Developing and maintaining customer facing documentation when required 
 Working closely with Service Management team to maintain excellent service 
 Continued development of the technical knowledge base 
 Develop a good understanding and technical expertise across Alternative’s entire product catalogue 
 Provide support for project work when required 


Knowledge, Skills, Experience 

 Previous proven experience working in a customer facing technical role Experience working in an ITIL environment  Holds relevant technical qualification 
This role is a technical support role within our 24x7 shift team, it is a customer facing role responsible for the monitoring of customer environments, the effective resolution of incidents, prompt action of requests and the creation and implementation of change requests. The primary focus of the shift team is to work closely with our customers and ensure that their services are highly available and that any issues are dealt with professionally and quickly. As a Shift Support Engineer you will be responsible for monitoring and maintaining the infrastructure systems and networks for customers. This is a role where good communication and excellent service ethos is mandatory. The role is responsible for diagnosing hardware/software faults and solving technical problems related to large scale complex infrastructure services where availability and security are critical. This is a fast paced and challenging but rewarding environment. 

The working hours for this role are 12 hour rotating shifts, mixed between nights and days. An example of the pattern can be provided on request. 

Responsibilities 

 Proactively investigate monitored events in a manner consistent with documented best practice  Act on alerts promptly based on the priority  Action new emails, events, request and incidents as they’re logged  Management of incidents, changes and service requests under strict ITIL framework using industry standard ITSM platform and Alternative processes and tools  Leveraging monitoring and alerting tools in order to support customer’s infrastructure and services  Using technical knowledge to resolve incidents related to customer solutions  Ensure that the highest levels of service are delivered to Alternative’s customers  Ensure that service and response SLA’s are maintained and escalations are managed where required  Maintain accurate records of activities throughout the lifecycle of a ticket  Regular contact with customers (99% of whom are technical) and keep them updated with progress of events  Developing and maintaining customer facing documentation when required  Working closely with Service Management team to maintain excellent service  Continued development of the technical knowledge base  Develop a good understanding and technical expertise across Alternative’s entire product catalogue  Provide support for project work when required 


Knowledge, Skills, Experience 

 Previous proven experience working in a customer facing technical role 
 Experience working in an ITIL environment 
Holds relevant technical qualification 
 A thorough understanding of the following technologies: 
o Mobile 
o Fixed line telephony 
o Networking 
o Firewall 
o DNS 
o VMWare 
o Windows 
o Load Balancing 
o Anti-Virus 


 Experience in one or more of the following 
o SIP o ISDN o Mobile telephony 
o Juniper o Virtualisation (VMWare/Hyper-V/Xen Server) o Storage (Netapp) o Data connections o VPN 


 Holds one of the following certifications o CCNA o VCP o MCSE o CCSA o MCP  Key Technologies: o Cisco o CheckPoint o Juniper o Extreme o Mitel o VMWare o Hyper-V o Microsoft o Netapp o Citrix o Symantec o Trend A thorough understanding of the following technologies: o Mobile o Fixed line telephony o Networking o Firewall o DNS o VMWare o Windows o Load Balancing o Anti-Virus 

 Experience in one or more of the following 
o SIP o ISDN o Mobile telephony 
o Juniper o Virtualisation (VMWare/Hyper-V/Xen Server) o Storage (Netapp) o Data connections o VPN 


 Holds one of the following certifications o CCNA o VCP o MCSE o CCSA o MCP  Key Technologies: o Cisco o CheckPoint o Juniper o Extreme o Mitel o VMWare o Hyper-V o Microsoft o Netapp o Citrix o Symantec o Trend


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