Enterprise Support Engineer

Location

Church, Lancashire | United Kingdom

Job description

Our client seeks an Enterprise Support Engineer to join their team. Role Profile: As an Enterprise Support Engineer, you will be part of a team that is responsible for the operational delivery of a portfolio of enterprise managed services, including but not limited to managed networks, managed firewalls, managed operating system, and various managed cloud services. In this role you will demonstrate your strong technical skill set by acting as the first escalation point for incidents, identifying the root cause of problems, servicing requests, and executing changes across the estates of customers. In addition to this, you will be able to apply your technical knowledge in the monitoring, support, and operational maintenance of the Enterprise Support tool set, as well as a wider set of internal tools and systems. The role is Mon-Fri working between 07:00 and 18:00, sharing an early/late pattern with other Enterprise Support Engineers, E.G: 07:00-15:30 or 09:30-18:00. Whilst not a current requirement, it is possible that the role may change to a 24x365 full shift Rota, with employee remuneration changing also to include a 35% shift bonus. Key Responsibilities: You will operate as a second line support engineer, identifying and resolving faults across the managed services portfolio. You will work in close collaboration with the Service Assurance management team, other teams within the group, customers, vendors and third parties to ensure KPIs are met, and that internal and external escalations are triggered where necessary. You will use your experience and skills to bring incidents to resolution as soon as possible, following up where necessary with root cause analysis via the problem management process. You will act as a Subject Matter Expert regarding your areas of technical specialism and additionally with regard to the Enterprise Support systems, tools and processes/procedures. You will carry out customer requests for changes to managed devices across the managed services portfolio. You will ensure that service catalogue requests are identified as either chargeable or non-chargeable and arrange for the customer to be billed where applicable. You will fulfil such requests in line with the change management processes of both the company and the customer. You will assist with the operational delivery of managed services, specifically incident management, problem management, event management, change management and continual service improvement. You will contribute to the build and maintenance of all Enterprise Support systems and tools. You will contribute towards achieving the SOC overall objectives and KPIs You will assist in the production of work instructions, processes, procedures, and other such knowledge articles, and provide mentorship and training to other support staff as and when necessary. You will perform regular housekeeping and maintenance activities, to include operations-centric data in the Enterprise Support systems and tools. You will participate with the transition of new customers and services both into and out of production via the Enterprise Support on/off-boarding processes and procedures. You will participate as a project resource where necessary. Example projects include new tooling, enhancements to existing tools, systems migration... If you have the required skills please apply online at searchandselect.com quoting reference number: 14390

Job tags

Salary