Cloud Services Engineer
2 months ago
**Job Details: Cloud Services Engineer (4D)**
Full details of the job.
Vacancy NameCloud Services Engineer (4D) Vacancy NoVN284 Employment TypeFull-Time LocationByfleet Type of VacancyPermanent Job Description (external use)
**JOB DESCRIPTION**
AIM OF THE ROLE:
The role will be part of a team of 3rd line systems engineers covering Microsoft and Linux environments ultimately ensuring great uptime on our public (KVM) and private cloud (Hyper-V & VMware) environments. You will primarily be focussed on Microsoft technologies and looking to gain further progression, experience and certification in Windows Server and Hyper-V/Failover Cluster Manager/SCVMM environments. VMware experience is essential in order to build, support and maintain customer's private clouds in line with our stated SLAs and OLAs
The hybrid role is predominantly based at our main data center facility in Byfleet (Surrey), although there will be some requirements to travel to our secondary data center located in Manor Royal (Crawley) to support systems and colleagues there.
This is a hand-on role, where you will be able to utilize your technical expertise to contribute to the team and help ensure the platforms for both our internal and customers systems are well maintained.
- Excellent people skills, the ability to work and provide training/knowledge transfer within their own team and other teams or customers.
- Over 2 years' experience working in a customer support and/or consultant environment.
- Strong verbal and written communication skills and the ability to work towards a common goal with a positive work ethic.
- The ability to work under pressure and occasionally to work extended hours, in addition to any on call responsibilities.
- Knowledge of ITIL guidelines would be advantageous in this role
KEY RESPONSIBILITIES:
Key responsibilities will include but are not restricted to the following:
- Work to ITIL (V4) guidelines with respect to incident, problem and change management
- Adopt an approach of Continual Service Improvement (CSI)
- Provide in-depth technical support for all current data services
- Monitor, review and resolve 3rd line technical support incidents
- Oncall/Out of Hours escalation support (based on team rota)
- A focus on developing technical routines and instructions to enable minimal escalations and full utilisation of other supporting technical teams.
- Ensure the implementation and effective operation of our public and private cloud infrastructures in line with the defined SLAs
- Ensure the development of appropriate design and implementations in order to enable the most effective uptime and maintenance of the platforms
- Advanced fault diagnosis and complex problem management skills
- Develop a technical understanding of the service portfolio and customer solutions
- Liaise with sales and presales teams to offer advice and guidance for new opportunities and upsell
- Remote or onsite installation of services to contract deadlines
- Client site visits for consultancy, presales and service review support when required
- Assist with development and testing of new services, upgrades & patch release
- Provide technical support and guidance to other departments across the business
- High level of customer service, retaining technical respect from customers at all times
- High level of documentation skills for KB, build, install and training requirements in line with PCI, ISO27001 & ISO9001 accreditations
- Training/mentoring of 1st, 2nd line engineers and 3rd line apprentices
- Manage integrity of configuration information stored on internal systems and devices
**PERSON SPECIFICATION**
The role requires a high level of technical skill in solution design, installation, management and support, in addition the ability to discuss technical issues both internally and externally (with customers) for the following technologies:
- Microsoft skills, with at least 1 - 2 years of Microsoft Virtualisation experience
- VMware skills, with at least 1 - 2 years of VMware ESXi / Vcenter experience,
- OS installation, deployment, configuration, management, and monitoring tools
- Office 365 / Azure AD management experience
- Familiarity with server hardware (Dell) and SAN technologies (iSCSI)
- Anti-Virus/Protection
- Good network knowledge including WAN/LAN topology
- Knowledge of Veeam Backup & Replication
A working knowledge of the following technologies would be desirable the role:
- Familiarity with Linux (CentOS/ Debian/ Ubuntu) and the CLI
- Server hardware - Cisco UCS, HP DL & DellEMC rack and blade servers
- Working within Secure environments to SC level
PERSONAL ATTRIBUTES
- Strong team player with flexible mind-set
- Previous experience within a service provider environment
- Maintain current and relevant certifications/accreditations.
- Thrives on a pressurised working environment
- Ability to plan out workload and take on responsibility for projects
- Confidence and ability to work on own initiative including oncall support hours
- Pro-active approach to decision making and problem-solving
- Strong interpersonal and communication skills
- Ability to handle multiple projects and problems at once
- Innovative and able to learn quickly with a willingness to get involved in unfamiliar areas of existing and emerging technologies
- A "can do" attitude
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