Platforms Engineer

SUMMARY:
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POSITION INFO:

Overview:

Our client is a UK-based company specializing in cybersecurity, identity management, cloud transformation, and managed IT services. They are dedicated to helping businesses enhance security, optimize cloud infrastructure, and manage user identities securely. Believing that specialist UK firms deserve the same exceptional service they would offer their own clients, they focus on providing reliable expertise, personalized service, and dedicated support from a trusted individual who truly understands each client’s unique business needs.

Driven by a relentless commitment to delivering the best solutions, a deep pride in helping clients achieve their goals, and a passion for leveraging technology to improve business operations, our client has built a reputation for success.

At the heart of their approach is the belief that service should be personal, with every client receiving tailored support and expertise.

They are now seeking a highly capable 3rd Line Engineer to join their team. In this role, you will be responsible for delivering senior 3rd line support and project services remotely to multiple international customers, ensuring all services are provided in line with contractual SLAs and KPIs.

Responsibilities:

· You will be part of a dedicated team providing platform / infrastructure support and management for a large UK based client

· Working with the Service Integrator, 3rd line Infrastructure support specialists and 3rd parties you will be responsible for the ongoing maintenance and management of the “in scope” platforms in line with a best practice approach to ensure, stability, availability, performance and security of services

· Maintaining documentation quality standards

· Working within a Service Management framework, adhering to ITIL based policies and practices

· Documenting and Planning change and release activities, including patch and upgrade management and communication

· Maintaining configuration data and currency

· Managing incidents and issues with appropriate and timely escalation and communication

· Issue and Risk management

· Provide third line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to customers focusing on Cloud and on-prem technologies

· Work with incident management, service desk, other technical teams and the customer as required

· Understand SLAs in a production environment and proactively strive to meet the commitments

· Provide detailed and effective communication to internal teams and customers

· Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues

· Follow through on issues with vendors for a timely resolution

· To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives and solution realisation to all customers

· Develop and enhance cooperative interdepartmental relationships and communications throughout the company and with individuals external to the company

Key Performance Indicators:

· Achieving satisfactory levels in Customer questionnaires

· To deal with the day to day Incident volumes to a high level of service

· To provide an exceptional level of service to all our clients

· To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.

· To ensure Documentation is clear and concise

· Gather technical knowledge to consistently increase your own skill set

Requirements:

· Minimum 3 years 3rd Line support experience

· Exam AZ-800: Administering Windows Server Hybrid Core Infrastructure

· AZ-700 Designing and Implementing Microsoft Azure Networking Solutions

· Microsoft Azure AZ - 104 and O365 qualifications preferred

· Degree in Computer Science or related

· Excellent communication skills, written and spoken

· Positive, enthusiastic and supportive individual

· Proven customer service skills

· Ability to take ownership of and progress incidents to resolution

· Ability to work under pressure

· Ability to work in a team and support team members

· Effective keyboard skills

· Strong communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner

· Analytical fault-finding skills

The ideal candidate will have strong support experience across some or all of the following technologies:

· Azure VMware Solution (AVS) support

· Containers and Service Fabric support

· Anti-Virus – Windows Defender / Sophos / Trend / Symantec

· 2012, 2016, 2019, Azure Windows servers

· On-prem Active directory / Azure Active Directory

· Microsoft SQL Server, 2012, 2016, 2019

· Good understanding of Exchange 2010, 2013, 2016, 2019

· Virtualisation (VMWare, Hyper V, Nutanix)

· Backups, On-prem Backup Solutions (Veaam)

· Storage (SAN / NAS ) • Monitoring platforms OMS / N-able

· Solid understanding of IT network Principles.

· LAN / WAN / Wi-fi • Azure Networking (NSG/VNETs/VPNs)

· PowerShell

· Linux Server Ubuntu / Redhat

Working Hours:

· 19h00 - 07h00 SAST

· 4-day work week - Friday to Monday or Saturday to Tuesday

· VOIP (Cisco Unify Solution) Cover out of hours as required

· Be willing to work all SA public holidays in return for overtime remuneration or time in lieu of