IT Services

Purpose of the role:

This is a level 2/3 technical role within Managed Services division. The successful candidate will be working as part of the team responsible for technical support and IT services of multi-customer environments.

Day to day responsibilities include responding to reactive support tickets for customer IT infrastructure (i.e. virtual & physical compute, server OS, storage, networking, data protection etc.), implementing technical solutions in adherence to established change control processes, developing and upkeeping existing processes & procedures library.

The role will have frequent interactions with Sales, Business Support, and clients.

 Role and Responsibilities:

  • Providing support to a broad range of clients and a broad range of technologies.
  • Accepting escalations from junior engineers.
  • Acting as a mentor to lower level engineers .
  • Working with the team and management to develop processes and solutions.
  • Responsible for ensuring that they comply with all ISMS Policies and Procedures within Trilogy and support the ISMS continuous improvement process. Level 3 & 4 Engineers should act as a role models within the organisation with regard to the ISMS system.

Essential Skills:

  • Ability to communicate well with all levels of staff at client sites.
  • Quickly build rapport and gain client confidence.
  • Work individually and as a team.
  • Be able to follow company procedures and methods.
  • Available to work out of hours / weekends if necessary.
  • Be a logical thinker.
  • Have a proven track record in trouble shooting and problem solving.
  • Be able to utilise all tools available to resolve 95% of issues at the first time of asking.
  • Ability to quickly learn new products.

  • Education and Experience:

  • Microsoft Windows Server 2008/2012
  • VMWare ESXi, HyperV (Citrix Xen an advantage)
  • Exchange Server 2007/2010/2013
  • Terminal Services / SSL VPN
  • Active Directory
  • Office 365
  • Some SQL Server 2000 / 2005 Experience Helpful
  • Firewall/Routers. (Cisco / Sonicwall)
  • WAN configurations – Site to Site VPNs Routing / NAT configurations
  • Strong IP skills (Good understanding of TCP /IP and ISO Model)
  • Good understanding of Server and Storage hardware (i.e. RAID sets on servers, SANS, tape drives).
  • MCITP / VCP Preferable but not necessary
  • Citrix and Virtualisation (VMWare or MS HyperV) would be an advantage.