Technical Support Engineer - L3- Wintel

The Technical Support Engineer L3 is responsible for proactively responding to the technical challenges and requirements for customers within the Managed Services environments. The Managed Services department is primarily focused on delivering the whole solutions lifecycle, including; Presales, design, implementing, supporting, maintaining and decommissioning data centre solutions to ensure the continuity of business operations for all customers. This role is expected to work with other members of the managed services and technical teams in implementing and supporting solutions for new and existing customers.

What you’ll be doing:

• Deliver support solutions for Managed Services customers in line with industry best practice to deliver continual service improvement over the whole service lifecycle.
• Work closely with WINTEL Team Lead to ensure new customers are migrated with seamless handover / transition from onboarding into the steady state managed service environment.
• Implementing new and refreshed managed service solutions for hosted customer environments.
• Dynamically monitor, manage and improve managed service environments. Identifying and
  resolving root cause of issues and ensuring continual service availability.
• Strive for continual service improvement based on a desire to become a world class managed service provider.
• Contribute proactively to new service development.
• Deliver a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues.
• Guarantee operational procedures and practices are well defined, documented and consistently applied.
• Ensure quality, up-to-date documentation exists for all service arrangements.
• Other duties assigned

What we’re looking for:

• Minimum of 5 years’ experience in a 3rd line support or administration role, predominantly

working within data centre services and infrastructure.

• Minimum of 5 years’ experience with virtualization technologies i.e. VMware or Hyper-V
• Minimum of 5 years’ experience with Server operating systems; Windows Server, Linux or Unix.
• Detailed technical understanding of other datacenter technologies including storage, backup, disaster recovery and security.
• Storage connectivity experience within vCenter for troubleshooting
• OEM knowledge-based competencies, preferred.
• Ability to understand and navigate technical situations with strong problem-solving and remedy skills.
• Experience in technical project management.
• Experience in producing low-level technical designs and supporting implementation
  
• Experience in performing technical presentations and customer workshops.
• Fluent in English

Bonus Points:

• Vendor certifications a plus (current VCP, MCS Server Virtualization with Windows Server Hyper-V and System Center) – may be required for specific platform support needs.
• Project Management Certification (Prince2 or equivalent)

Education:

• Technical degree required.