Senior Enterprise Support Engineer required to join a telecommunications provider on a permanent basis, where the successful candidate will be a key member of a team that is responsible for the operation delivery of a portfolio of enterprise managed services.
In this role you will demonstrate your considerable technical skill set by taking a lead role in the team, acting as a senior escalation point for incidents, root cause analysis, service requests, and by executing changes across the estates of managed services customers. You will:
Operate as a senior support engineer, leading the identification and resolution of faults across the managed services portfolio, acting as an escalation point within the team
Work in close collaboration with the Service Assurance management team, other teams within the Sure group, customers, vendors and third parties to ensure KPIs are met, and that internal and external escalations are triggered where necessary
Use your extended experience and skills to bring incidents to resolution as soon as possible, following up where necessary with root cause analysis via the problem management process.
Carry out customer requests for changes to managed devices across the managed services portfolio
Understand and comply with the licence and other regulatory rules applying to the position.
Work in accordance with the safety procedures and safe working policies of Sure
Undertake appropriate security awareness training covering information security, data protection, financial crime and payment card data and comply with their information security responsibilities
You will be available to work between Monday and Friday 7am and 6pm, sharing an early/late shift pattern with other support engineers. You will have:
At least 3-5 years experience in a similar role
Technical expertise in multiple disciplines listed below
Cisco CCNA minimum (CCNP preferred)
Demonstrable experience of working with IP routing and switching environments
Demonstrable experience of working with firewalls rules, NAT and VPNs
Operating systems support (Windows Server, Windows 10/11, CentOS, Ubuntu etc) Active Directory, DHCP, DNS
VMWare or other virtualization related certification or relevant experience (I.E. HyperV)
Experience with backup, recovery, and replication tools such as Veeam, eVault/Carbonite, Zerto etc.
Experience of an operational delivery role, ideally within IT, service provider or telecommunications networks, infrastructure, datacentres or cloud-based products and services
Whilst not a current requirement, it is possible that the role may change to a 24x365 full shift Rota, with employee remuneration changing also to include a 35% shift bonus
Full time, permanent position