ICT Service Support Engineer

3 weeks ago

StokeonTrent Staffordshire, United Kingdom SecureCloud+ Full time

The candidate will require an extensive 2nd/3rd line skill set with patching experience and will play a crucial role in maintaining and enhancing our IT infrastructure, ensuring optimal performance and reliability, helping SC+ grow into a first-class operational hub serving the defence and security industry.
As 24x7 operations is new to SC+ the successful candidate will join a phased approach to supporting our services and helping us create our 24x7 function. 
The candidate will join a working day shift moving into weekend support onto a full 24x7 rota; the established rota will run as a 12-hour shift, working 4 days on 4 days off.
 
Provide efficient and timely solutions to maintain high service levels.
Regularly test and patch systems and software to ensure security and functionality. This includes scheduled maintenance and ad-hoc tasks.

Monitoring and Troubleshooting:
~ Monitor system performance and troubleshoot any issues that arise. Accurately document all actions taken, including incident resolution, system changes, updates, and detailed reports on testing activities.

Maintain effective communication with team members, Shift lead and manage internal and external incident comms.

Follow detailed test plans meticulously, conduct thorough testing as per the outlined procedures, and report findings and outcomes to the Test Manager.
Ensure all testing is completed to a high standard and within specified timelines.
Contribute to the continuous improvement of our processes and services.
Stay updated with the latest technologies and best practices in the field.
Flexibility to transition to shift work, including nights and weekends, will be required as we move to round-the-clock operations later in the year.

As the 24/7 Support Engineer you will have:
~ The successful Engineer will need to possess 3 years' experience within IT Support, ideally covering 2nd line and some 3rd Line duties.

~ ITIL V3/4 Foundation or above.

~ Ideally, you will have some form of IT qualification, either BTEC, A Level's, HND/HNC or Degree. Any IT certifications will enhance your application.

~ Experience of managed service environments, with an awareness of ITIL best practice.

~ Experience of build, test, and implementation of systems, along with 3rd line operational support.

~ SecureCloud+ specialises in providing fully managed secure ICT services to the UK's Defence and Security sectors, as well as other government departments with complex and demanding security requirements. SecureCloud+ prides itself on its successful track-record of delivering real benefits to its customers, but also on its ethos of investing in its employees’ personal and professional growth.
Are you ready to embark on this exciting career opportunity? SecureCloud+ is an equal opportunities employer and does not discriminate based on age, sex, colour, religion, race, disability, or sexual orientation.

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