Position: Senior Systems Consultant
Reports to: Service Desk Manager
Our client is an established, award-winning, and progressive Cloud and Infrastructure Managed Service Provider. They have a proven track record in delivering enterprise-grade support, security, and consulting solutions to mid-sized and growing businesses in the property, retail, financial services, and healthcare sectors.
They are continually growing and currently looking for a positive, forward-thinking team player to join our systems team who is technically strong and has a proven track record of dealing with a variety of complex issues across a wide range of technology. The individual will fulfill a key role within the business and work closely with the COO, CTO, and Service Desk Manager.
This role will suit an IT professional who has:
Several years' experience in an advanced technical role such as L3/L4 engineerA wide-ranging technical skillset, with advanced knowledge of cloud solutions and the Microsoft stackExcellent analytical and problem-solving skills including root cause analysisThe ability to pass on technical knowledge to other members of the service delivery teamThe ability to advise our clients on future IT needsThe ability to deliver a methodical, logical, and practical approach when diagnosing and leading technology changes within the business Experience required: Proven NOC / L3 / L4 experience within an MSP environmentGood interpersonal skills to read and analyse situations against the bigger pictureStrong influencing skills, cross-functional collaboration with a focus on knowledge sharingExcellent understanding of ITILExcellent problem-solving and root cause analysis skillsGood knowledge of quality standards, compliance, and best practiceStrong understanding of Microsoft's cloud offering including Office 365 and AzureStrong understanding of and experience with virtualization platformsComprehensive Microsoft stack knowledgeExcellent understanding of networking fundamentals and good understanding of advanced networking conceptsStrong understanding of Firewalls/Routers/StorageStrong understanding of LinuxAutomation and scripting knowledge Desirable: Strong understanding of security products and the cyber threat landscapeFamiliarity with a variety of backup/BC/DR productsKnowledge of other non-Microsoft cloud platforms such as AWS, Google, etc.Good understanding of VOIP solutions Key Responsibilities: Take ownership of the ongoing proactive monitoring of client IT systems. Ensure systems are being monitored effectively and the monitoring process is documented and agreed. Ensure that new clients are onboarded into the monitoring platform and monitoring thresholds and remedial actions are configured appropriately.Manage the technical approval process for all planned changes. Ensure that appropriate technical implementation plans, test plans, and contingency plans are in place and ensure that existing systems are not compromised by any proposed changes.Act as a technical escalation point and ensure that all support calls escalated are properly managed, which may include providing an immediate but interim workaround.Manage the Problem Board and own the resolution for recurring incidents.Lead the Change Advisory Board supported by the COO and CTO.To mitigate and manage incidents as a key success factor. Ensure required communication with the client and Executive Leadership in any major incident while making recommendations on any short-term resolution and plan for longer-term remediation that will prevent those issues from happening again.Take ownership of the patch management of clients' infrastructure including compute devices, software, and other hardware. Report on patch deployment and suggest improvements to the process. Ensure any new clients are "on-boarded" into the patch management process.
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