Operations Engineer - Hosting Compute Windows

Position Objectives:

•Resolving third level support cases; 90% of which will be resolved without escalation.
•Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
•Ensuring the Client and ticket is up to date at all times on incident progress.
•Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
•Involved in the execution of Client Change Requests in a timely manner as planned by Client Service Partner, Engineering and Hosting Compute Manager.
•Escalation of critical issues/outages to Hosting Compute Management as per procedures.
•Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
•Daily review and action of open cases; updating Operations Management on current cases and their status as appropriate.
•Update Operations team on any projects being worked on.
•Creation of weekly reports published to the line manager.
•To provide comprehensive handovers to global peers at the end of shift.
•Attend Daily Operations and Change Review Meetings as required.
•Log cases to 3rd party vendors requesting assistance on unresolved issues.
•Compliance – working with the CenturyLink Client base to organize and schedule compliance items such as hardware and software updates including firmware revisions and OS and Application patching.

Required skills:

•Detailed working knowledge of Microsoft Operating Systems (Windows 2003, 2008, 2012)
•Detailed knowledge of Active Directory, DNS and Microsoft Networking.
•Detailed knowledge of VMware and virtual environments.
•Working knowledge of one or more of the following: Microsoft SQL, IIS, Netbackup, McAfee.
•Working knowledge of Microsoft Clusters
•Working knowledge of Server monitoring
•Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
•Be organized and be able to work under pressure
•Be motivated and possess a ‘can do’ attitude
•Proactive and energetic nature
•Live within commutable distance of primary office location

Education or Equivalent Experience:

•A degree in IT, Microsoft professional qualifications or equivalent proven experience in a technical support role.
•Possess 3-5 Years’ experience in server maintenance and troubleshooting role.

Position Requirements:

•Working knowledge of Server monitoring
•Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
•Be organized and be able to work under pressure
•Be motivated and possess a ‘can do’ attitude
•Proactive and energetic nature
•Live within commutable distance of primary office location
•Operations Centre processes and procedures are adhered to at all times.
•Escalations are performed within the SLA timescales.
•Good communications with customers provided throughout incident lifecycle.
•Engineering and Senior Management are kept abreast of appropriate escalations.
•Customer satisfaction surveys produce positive responses.
•Peer level KPI’s are within normal levels

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