Responsible for the day-to-day support of the customer's environment, ensuring the infrastructure and all its components are running and are working as expected. Supporting wider team with triage and resolution of customer faults. Design, planning and implementation of project activities.

Responsibilities

Ticket Management + customer service

• Must be an exemplar of the ticket management processes
• Working with the team to ensure that customer tickets are picked up and owned, complying to the ticketing processes
• Triage and resolve, either individually, with the support of or supporting the wider team
• Meet or exceed the customer SLA
• Effective communication to the customer and within the team
  
  

Infrastructure

• A comprehensive understanding of IT infrastructure, IT ideologies and the interaction between physical and virtual layers
• Monitoring and identifying issues, owning through to resolution whilst working with the wider team when required
• Proactively identifying improvements for the infrastructure configuration
• The ability to architect a solution or design for project activities
  
  

Operating systems and software configuration

• A subject matter expert in one or more relevant discipline
• Multiple operating systems exposure
• Comprehensive experience in administering virtualisation/hypervisor software
• A comprehensive understanding and experience of cloud computing administration
• Ensure the environments are assured against data loss
• Identify and undertake software or operating systems installations and upgrades
• Develop scripts and processes to aid day-to-day activities, automating and streamlining wherever possible
• Gain or hold relevant accreditations (e.g. Microsoft MCSE, AWS cloud practitioner)
  
  

Security

• Comprehensive knowledge of the potential threats to IT environments from internal and external influences, weak adherence to security protocols and human error
• Proactively (and as a team) protect customer environments from vulnerabilities utilising tools such as patching
  
  

Change control

• Complete understanding of the reasons underpinning change control, an exemplar of all required processes
• Support the team by creating CRQs, adhering to customer best practice
• Implement and execute CRQs, as required and per process
  
  

Asset Management

• Maintain asset documentation with additions, decommissions and updates to ensure that the scope of support for our customers is understood, accurate and kept up to date
  
  

Specific Technology

• Dell PowerEdge
• Dell PowerStore (block storage)
• Dell PowerScale Isilon (object/file storage with Superna for DR)
• VMware or Hyper-V
• Windows & Linux