Senior Service Operations

If you’re an IT Fundi looking to expand your current knowledge and gain your certifications you have just clicked on the right job advert. Caleb Smith has been on the same journey and described his experience...look at what he had to say. "It was and has been the best career opportunity that came along. I have learned and achieved\developed so much more in the first 3 years of my 5 years at the company compared to the 9 years at my previous place of employment. I have never worked for a company that focuses so consistently on their staff's wellness\development and growth. I have learned so much from my peers and everyone who I have engaged with directly and indirectly since the 19th of December 2016 it has been an amazing walk and it continues to be, witnessing not only the growth within myself and my peers but also the company itself. It has been the best experience for me and would recommend anybody anytime to join the Team at Content+Cloud & MIRUS" Now that you have seen how great your learning potential could be, are YOU up for the challenge? If so, then read on to see if you are a fit. **Requirements**: **In This Role, You will Get To** Engage your colleagues and customers and will be responsible for: - Resolve service tickets relating to: - Non-critical alerts for Exchange, SQL, Backups, Hardware, Services, etc. - Managed AV - Managed Backup - Customer onboarding & offboarding - Patch Management - End to end ownership of problem resolution - Ongoing support of the management tools the team use - Development and ongoing configuration of monitoring alerts across the customer base - Responsibility for automated patch deployment across the customer base covering Microsoft and certain 3rd party products. Reporting and escalating any failures. - Possess a thorough understanding of business risk in relation to infrastructure configurations and Microsoft technologies - Creating internal and client facing documentation, reports and recommendations - In partnership with you, we promise to challenge and help you grow in your career through a personalised development plan - Create and maintain customer and department specific documentation - Provide a technical escalation point for other members of the team - Manage and work with both internal & client SLA’s, escalating any concerns - Managing internal and client expectations through clear communications - Support colleague development to enable them to resolve issues confidently and effectively - General administration and maintenance of Connectwise Automate (RMM tool) - Undertake all other reasonable requests **What You Will Need To Succeed**: **Essential**: - Demonstrable experience as a 3rd line technical engineer supporting SME’s - Experience of working in a customer facing role - Familiar with working to SLA’s to meet both customer and contract requirements - Working as part of a wider service delivery function - Excellent understanding of Active Directory including user management and GPO’s, powershell/scripting and general IT security - Experience of Exchange & SQL server deployment, configuration and support - Support and installation experience of virtualisation systems such as Hyper-V and VMWare - Understanding of backup solutions and technologies - Demonstrable experience of supporting Microsoft OS; Windows 7 upwards and Server 2008 upwards - Installation and support experience of networking technologies such as VLAN’s, DHCP, DNS & VPN - Installation, configuration and support experience of security solutions such as firewalls, IDS, Radius, AV, mobile access, wireless & anti-spam/phishing - ITIL V4 Foundation - Microsoft Associate Certification - Experience of working with and developing RMM tools **Benefits** Click here for the list of benefits. This is a remote-first hybrid role. See here for details about our C+C hybrid workstyle.