24/7 Service Desk Engineer

Location: Cape Town, Hybrid

Hours: Shifts will be 4 on 4 off/12 hours and cover UK day and night shift e.g. shifts will range between 07:00-19:00 or 19:00-07:00 (UK times)

For over 30 years, Ultima has been at the heart of UK IT industry. Our values of Integrity, Respect, Passion and Autonomy form the very fabric than runs through every aspect of our business. Our customers look to us for expertise across all aspects of technology, to act as trusted advisers, to demonstrate the highest levels of IT design and care in implementation, and managed services. We can only provide world class services with world class team members who focus – genuinely - on delivering peace of mind to all stakeholders (internally and externally). We want every work colleague to be the best they can be. So, we provide a culture that values you, your aspirations and believes in your potential as well as offering competitive financial and ever-growing benefits package, so you can enjoy life as much as you enjoy working for Ultima.

The role of the Technical Engineer (24x7) is to provide Infrastructure Managed Services and End-User IT Support to our customers and their IT teams as well as assisting our dedicated end-user support teams with escalations.

Main duties and responsibilities:

• Prioritise and respond to incoming contacts via ITSM Tool, Chat and telephony platform ensuring ITIL best practice ticket management is adhered to.
• This includes the troubleshooting of Infrastructure alerts, deploying approved changes and remediating patch failures.
• Optimize server and network performance by analysing logs and metrics
• To implement or suggest efficiencies on the alerts generated to create a reduction or improvement to service
• Create or improve knowledge within the team via documentation and training.
• Providing technical assistance to our range of Customers and their IT teams in line with the agreed SLAs.
• Perform a series of routine proactive checks to ensure the prevention of incidents and service interruption.
• Escalate issues to relevant Partners, Internal Teams and Customer Escalation contacts in line with the P1 Incident Management process.
• To provide end user support “in hours” and “out of hours”
• Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
• Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
• Contribute to the continuous service improvement plan for the team processes and procedures.

Essential Knowledge, skills and experience:

To be knowledgeable and have some practical experience working across one or more of the technologies below:

• Microsoft Client/Server OS • Microsoft Azure

• Microsoft M365 Administration

• Microsoft Active Directory, Exchange, DNS, DHCP (on prem and cloud based)

• End Point Device Management

• Network switching and routing (Checkpoint, Cisco, Palo Alto, Meraki)

• Application delivery technologies (Citrix, RDS, AVD,) o Virtualisation technologies (HyperV, VMWare)

• Backup management (Veeam, NetBackUp, BackUp Exec, Azure, Commvault)

• Previous experience in a Service Desk/Support role as part of a team.

• Preferred experience using a Ticket Management Software, creating/updating & logging tickets following an ITIL methodology

• Proven ability to build effective relationships with colleagues and customers, and within a team

• Ability to work under pressure and to agreed deadlines, prioritising workload accordingly.

Desired Knowledge, skills and experience:

In addition to the essential skills it would be beneficial if someone had the ability to demonstrate knowledge in any of the below would add value to your application however it is not critical for the role.

Training and development in these technologies/solutions will be provided.

• ITIL Foundation v3/v4 certification
• Certification in any of the above technologies.
• Patch management experience
• Security Experience
• Alert Management
• SOC services
• EDR/MDR
• M365 Security
• Linux Administration (RHEL, SUSE)
• Microsoft Active Directory, Exchange, DNS, DHCP (on prem and cloud based)

Experience working with the following Solutions:

• Proofpoint
• Mimecast
• Kaspersky
• Sophos
• Ivanti
• Cyber Ark

Experience working with the following Automation technologies:

• Powershell
• Logic Apps
• Power Automate
• Experience supporting multiple Customers in a managed service environment.
• Excellent levels of both written and verbal communication skills
• Commercial mindset with ability to work independently