Senior Support Engineer (3rd Line)

The role of Senior Support Engineer is a key player in our Managed Services team. This role helps support customers environments, fixing escalated issues as well as playing a leading role in developing custom environments and delivering project works.

Key Responsibilities

• Support, maintenance and troubleshooting of network fabrics including on premises (VMware/Hyper-V) and cloud hosted solutions (Azure, VMware cloud)
• Experience supporting and deploying Microsoft Azure, Microsoft 365, Entra ID, Intune and associated technologies
• Support of multiple managed services customers in both Public and Private sectors
• Support, Maintenance and Troubleshooting of Microsoft software including Windows Server, Active Directory, SQL Server and Exchange
• Support of backup, HA and DR solutions e.g. Azure Site Recovery, VEEAM, Rubrik and other recovery solutions
• Solid experience of delivering and assessing network and security solutions for customer Firewalls and other devices (Cisco, Fortinet, General switches and Wireless solutions)
• Support, advise, define and implement secure configurations across a wide range of platforms
• Creation of operational support documentation such as ‘Statement of Work’, ‘Health Check’, Knowledgebase and similar customer and internal facing documents
• Take the technical lead for a subset of customers with an eye to be the SME for their service, joining service reviews and a proactive approach to improving customers environments
• Be the technical resource on managed services customer projects
• Participate on-call rota as required
• Act as a mentor to the 1st and 2nd line teams to assist with growing and evolving the team
• Undertake any other ad hoc duties as required, which are deemed necessary to assist with the needs of the company
• Adhere to the Incident, Major Incident, Problem, Knowledge, and Change Management Processes within best practice framework –v4
• Provide exceptional customer experience through written and verbal communication

What you’ll be doing

• Support customer’s needs by dealing with reported incidents from ticketing systems and telephone within the contracted SLA
• Proactively work on Incidents, Major Incident, Problems, Requests and Changes
• Raise and progress RFCs within the Change Management process
• Maintain the highest levels of communications with both external and internal customers
• Troubleshoot, diagnose, and administer both user, networking and infrastructure environments, including systems software, hardware, and configurations for both on-premises and cloud-based customers
• Produces technical documentation including standard operating procedures, technical operation manuals, architectural network diagrams.
• Engineering of new network solutions using physical and virtual hardware on-premises and public cloud
• Work proactively and reactively within our Monitoring Platform to manage network performance, identify where action is required to be taken
• Diagnoses network issues, and delivers root cause analysis reports for major incidents
• Assisting Service Desk with end user troubleshooting or escalated tickets  
• Account creation of privilege accounts ensuring security standards are adhered to
• Ensure systems are securely maintained, remediating vulnerabilities as per contractual and process adherence  
• Follow the Knowledge Management Process; write, review and update Knowledge

Articles on Networking and Infrastructure    

• Deliver proactive and reactive maintenance of customer and boxxe systems to ensure the highest possible patching and security status is continuously maintained.
• Work collaboratively within the 2nd line team, sharing knowledge and experience
• Liaise with 3rd parties and boxxe technical personnel toward problem resolution
• Work to find new and innovative solutions, making recommendations to drive continuous improvement
• Work with the wider boxxe team to deliver high levels of support to our customers
• Work to a UK aligned shift pattern which covers between the hours of 08:00– 18:00 GMT.

Requirements

One or more the following certifications would be highly desirable for a successful applicant:

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Specialist -Enterprise Core (CCS-ECore)
• CCNP Enterprise
• Microsoft AZ900, AZ104, AZ305, AZ500
• Citrix Certified Associate
• VMware Certified Professional
• Security Focused Certification
• ITIL Foundation

The following requirements are essential to this role:

• Proven working experience in installing, configuring, and troubleshooting Network fabrics and Windows based environments.
• Experience in the administration and performance tuning of Networks, Operating Systems, Storage devices and applications including SQL Databases.
• Working experience with Microsoft Office 365 and Intune
• Solid experience with Microsoft Operating Systems Windows 8+ / Windows Server 2019+
• Working experience with virtualization (e.g., VMware, Hyper-V, Citrix)
• Working experience with monitoring systems e.g. Logic Monitor
• Experience with automation software would be desirable
• Excellent problem-solving skills with the ability to identify and remediate root causes
• Accuracy and attention to detail
• Effective ticket management and documentation skills
• Excellent communication skills to different stakeholders of different technical expertise both customer-facing and in house
• Possess the ability to work under pressure in a fast-moving environment
• Ability to mentor and upskill colleagues across the service desk
• A highly proactive, solution-driven individual who takes ownership and delivers results.