INFRASTRUCTURE & SUPPORT

Data Center Technician - Haarlem, The Netherlands - Permanent - €45,000 - €50,000 + 8% Holiday Pay – Shift work 4x10 Hours – 2pm to midnight shift

Data Center Technician – Shift based 4x10 hour shifts
Shift time 2pm - midnight
Haarlem, The Netherlands

The primary focus of this position is to provide services to support the physical IT Infrastructure. The Hardware Technician will be responsible for assembling and implementing hardware solutions, troubleshooting and providing technical support to customers.

 

POSITION PURPOSE

The primary focus of this position is to provide services to support the physical IT Infrastructure. The Hardware Technician will be responsible for assembling and implementing hardware solutions, troubleshooting and providing technical support to customers.

KEY JOB DUTIES & RESPONSIBILITIES

Project Work

•      Perform basic level of problem determination for all tickets, emails, chats & phone calls

•      Perform hardware troubleshooting

•      Triage and escalation to the appropriate level

•      Ticket management to ensure SLA’s are met

•      Perform General Hardware/Cage duties:

o   Server assembly and disassembly

o   Server maintenance and repair

o   Single user/emergency access

o   Racking and un-racking of servers and devices

o   Hard drive and memory installs

o   Server console/reboot

o   RAID setup and configuration

o   Cabling and cable management (power/network)

o   PDU Install/Replace

o   Hardware/Cabinet auditing

•      Perform basic software setup

o   Control Panel installation (Plesk/cPanel/Webmin)

o   Server OS installation (Windows/Linux/BSD)

o   Kickstart/reinstall OS

o   Partition configurations

o   Basic network IP configurations

•      Perform basic Switch/Firewall setup

o   Sonicwall TZ Appliances

o   Brocade FCX Switches

•      Coordinate all repairs with customer and NOC staff

•      Monitor and update internal message boards, e-mail, and task list.

•      Keep informed of company and departmental policies.

•      Management and tracking of assets including shipping.

•      Labeling all devices and cables are per company standard.

•      Work closely with third party providers.

•      Other duties as assigned.

 

Team Work & Communication

•      Helps other team members with any issues they may encounter so as to maintain overall team effectiveness.

•      Actively seeks to promote a healthy team environment so as to maintain and increase overall team morale and individual team members’ job satisfaction.

•      Whenever needed, interacts and assists with members of other teams so as to contribute to the overall company culture.

 

Communication

•      Actively interacts with other teams to ensure that all relevant departments are up to speed on all project work being carried out by their colleagues.

•      Establishes and maintains communication with all stakeholders so as to tackle issues or anomalies that may arise.

 

POSITION REQUIREMENTS

Minimum (Necessary) Qualifications:

 

  • 2+ years’ experience in a similar role in a hosting company

  • A strong working knowledge data center processes and design (power, cooling, redundancy).

  • Ability to document complex problem resolution summaries and repetitive tasks.

  • Ability to demonstrate effective teaming and interpersonal skills.

  • Exceptional troubleshooting, problem resolution skills.

  • Extensive knowledge of computer hardware, mainly servers.

  • Ability to quickly identify specific issues and troubleshoot accordingly.

  • Must have work experience with different types of cabling and experience managing fiber & copper in a data center environment.

·         Proficient in Microsoft Office.

·         Proficient in Linux and Windows operating systems.

  • Ability to prioritize workload and meet deadlines.

·         Proficient in written and spoken English.

  • Must be an EU national due to work permit restrictions.

 

Physical Requirements

  • Ability to sit, type and stand for long periods of time.

  • Ability to lift up to 50 lbs.

 

Salary & Benefits

·         Salary is up to a max of 50K EUR

·         8% vacation allowance is paid over and above the gross annual salary

·         25 days’ vacation

·         100 EUR per month for being on call plus overtime rates are at 180%

·         NO pension plan

·         Travel – reimbursed at 19c/km (from home to DC and vice versa)

·         Contract – 1 year

·         Shifts – currently they are fixed shifts and are 4 shifts x 10 hours per week. They may change to rotate however I am not yet sure when this will happen. This means that the current shift that we are looking to fill is from 2pm to midnight.

 

Systems Analyst - 2nd & 3rd Line - London - £28,000 - £34,000 per annum

Systems Analyst - 2nd & 3rd Line

Location: London

Salary: £28,000 to £34,000 per annum

Brief;

The IT & Telecoms team support in excess of 1,000 computers and 1,800 users across 25 locations, 7 days a week. The IT Operations team design, implement and manage all the IT services on the internal secure network. The network is used by multiple VIPs, Teams and charitable organisations. In addition the IT Operations team design, implement and maintain a number of other networks including private networks.

The Systems Analyst reports to the IT Operations Manager and is responsible for providing systems administration, as well as 2nd and 3rd line support within the IT Operations team.

The Systems Analyst will be responsible for the installation, maintenance, monitoring and support of core IT infrastructure and its peripheral components, including hardware, software, servers and mobile devices.

About the role;

1

IT Systems Security

  • Keep all systems security patched and updated on a regular basis

  • Carry out remediation work from IT Health Checks

2

IT Business Continuity

  • Ensure all new systems are implemented in accordance with the IT Business Continuity plan.

  • Participate in test exercises of the IT Business Continuity plan

3

Server and Data Centre Management

  • Manage core applications including internet, email and remote access

  • Monitor data centre environmental systems such as air conditioning, fire suppression and UPS systems

  • Responsible for all endpoint patch management

4

Service Delivery / BAU

  • Provide 3rd line support and escalation to the IT Service Desk

  • Ensure all IT systems are reliable and up-to-date

  • Manage escalated Incidents, Problems and Change Requests in line with ITIL best practice

  • Support the Development teams projects, work closely and supervise 3rd party contractors and suppliers, and liaise with other government departments where required.

The post holder will be expected to work on their own initiative and be responsible for making decisions covering their day-to-day tasks using good judgement. Any strategic decisions or changes with a high impact will be referred to the IT Operations Manager.

The standard working pattern is Monday to Friday. However, given the nature of the post and the necessity for out of hour's maintenance, the post holder will be expected to work evenings and weekends as required and take part in the weekend on call rota. The post holder may also receive and be prepared to respond whenever practical to calls at any time outside of the standard arrangements.

The position is primarily based at the location in Green Park, London, however the post holder is responsible for the IT infrastructure at all residences within the estate and is expected to travel when required.

Requirements

  • Significant experience in an IT Service Desk including call handling and desk side visits.

  • Experience of supporting Windows 7 and Windows 10 and desktop productivity applications, including Microsoft Office.

  • Experience supporting Outlook in an Exchange and/or Office 365 environment.

  • Experience of accurate and efficient root cause analysis.

  • Knowledge of Microsoft System Center Configuration Manager (SCCM) and enterprise desktop deployment solutions.

  • Knowledge of IT Infrastructure Library (ITIL) practices and enterprise virus mitigation and protection solutions.

  • Ability to develop training materials related to infrastructure systems components.

  • Knowledge of Windows scripting techniques would be desirable.

  • Holding certification in COMPTIA, CCA-V, MCP, CCT orITIL v3 Foundation would be a definite advantage.

  • Experience of security standards, best practices and principles.

  • Excellent communication skills and the ability work collaboratively to build effective working relationships with a variety of internal and external stakeholders.

  • Excellent troubleshooting skills, with the ability to apply technology solutions to business processes.

  • Demonstrates good judgement and decision-making capability with the ability to work under pressure.

  • Excellent organisational and time management skills, initiative and the ability to manage competing priorities and deliver results.

  • Possess good, clear documentation and recording skills.

  • Proactively maintain up-to-date industry knowledge

Enterprise Architect - London - £50,000 - £75,000 per annum

Employment Type: Permanent

Location: London Office

Salary Range: £50,000 - £75,000 plus bonus and excellent benefits package

The Role

Our client is looking for talented digital transformation professionals. Our client have a number of fulfilling and interesting senior roles at our clients within government, financial services, utilities and many others. These roles require travel to client sites and may include international travel in support of specific client engagements.

As they we expand to meet increased demand for our services, we are currently looking for an Enterprise Architect for our digital transformation practice, ideally with a broad range of Business, Data, and Technical architecture skills.

Responsibilities

  • Advise clients on how to achieve their business objectives and be adaptable in the influencing techniques you use.

  • Build fit-for-purpose architectures within complex organisations, including public sector services, with a focus on thearchitecture across entirety of the organisation.

  • Support digital transformation initiatives and on-going change to strategic architectures while maintaining momentumin the delivery of new services.

  • Facilitate the creation of governing principles and policies to guide decision making.

  • Manage the full lifecycle of an architecture, covering requirements gathering, modelling, and implementation.

  • Design assurance, and reconciling solution architectures against an enterprise architecture.

  • Use of formal methods and tools to explain and document existing systems and propose transformation of systems.

Requirements

Ideally for this role we are looking for candidates to have an interest in, and exposure to, a broad cross-section of different market sectors, and both public and private sector experience.

You must have the following skills and experience:

  • Translation and communication of business outcomes into enterprise architecture requirements that can be clearly understood by senior leadership and supply partners.

  • Knowledge of how to tailor enterprise architecture methodologies to meet the needs of an organisation to support holistic business change.

  • Ability to understand business requirements and how these translate into an enterprise architecture.

  • Experience of gathering requirements, documenting and modelling functions and interactions within an organisation.

  • Experience of developing visual representations of architectures for business and technical audiences.

  • Analysis of complex business and IT environments to identify critical deficiencies and the ability to set out clear recommendations for improvement.

  • Adaptable and quickly able to understand organisational drivers, strategies, business needs and enterprise principles.

  • Broad technology knowledge with an understanding of legacy, current and emerging technologies, and market trends. • Commercial understanding of how the selection of technologies delivers best value solutions with a sustainable whole lifecycle cost.

  • Certified to an industry recognised architecture standard (e.g. TOGAF).

  • Architecture experience - over 3 years as an enterprise architect with experience across the breadth of the architecture spectrum.

  • Technology experience - over 5 years within the technology industry.

However, if you lack any of these but are willing to learn, still get in touch.

You should also have the following desirable skills and experience:

  • Knowledge of public sector digital and technology strategies.

  • Experience of working with SOA and web based architectures.

  • Experience of when to use COTS products, licenced software products, bespoke developments, open source, cloud,and how to take advantage of, and reuse, existing solutions.

  • Knowledge of change management including programme and project delivery (e.g. PRINCE2, MSP, PMP, Agile) withpreference given to certifications.

  • Knowledge of IT service management (e.g. ITIL) with preference given to certifications..

Successful candidates will also need:

  • Ability to develop strategies to influence agendas.

  • Outstanding communication skills, including written, verbal and numerical.

  • Willingness to take accountability and responsibility for projects.

  • Track record of working to targets through a systematic approach.

  • Ability to develop relationships with external clients.

  • Experience of actively supporting colleagues to achieve their goals.

  • Open-minded yet sensitive to internal and political constraints.

THE COMPANY

Our client is passionate about helping drive market transformation and the data revolution. They work right across our sectors, from government bodies to global blue-chip organisations and small independent companies.

The nature of what they do means they are very much a people business. The contribution every member of the team makes to their diverse range of experience, skills and personalities is valued.

They invest heavily in learning and development to enable our people to develop skills and gain experience which will enhance career prospects for life. Many who started their careers with them have rapidly progressed to more senior positions.

Working with our client no two days are the same, but they believe in a flexible approach to working which they know their employees’ value. That focus on encouraging a positive work/life balance extends to the many regular social events where employees get the opportunity to meet people from across the business and the wider industry in a more informal environment. We also offer an attractive package of benefits in addition to highly competitive salaries including bonus scheme, pension and healthcare, season ticket loans, discounted gym membership, Cycle to Work scheme and more.

£50,000 - £75,000 plus bonus and excellent benefits package

Service Desk Analyst - 1st Line - £20,000 - £24,000 - London, Green Park - PERMANENT

Service Desk Analyst – 1st Line

 

Brief;

The IT team are responsible for the management and development of the information systems that support the activities of significant stakeholders and VIP Level people as well as everyday users internally.

 

IT Support is provided on all aspects of the IT system serving over 1700 users in multiple locations, with standalone and travelling IT equipment used for State Visits and Royal Tours. The team also provides support for the commercial activities of Royal Collection Trust which includes retail and ticketing systems.

 

The IT systems are based on a Microsoft Active Directory Domain currently running Windows 2012R2 Servers on a virtualised platform. The desktop clients run Windows 7 running MS Office 2010, along with bespoke and commercial-off-the-shelf (COTS) applications. Additionally, thin client access is provided using Citrix technology, and many users have secure laptops, mobile phones and Blackberry devices.

 

As part of IT, the Support Team is responsible for providing friendly and professional end-user technical support for all of the above services and activities, to all users, as well as assisting with application rollout as necessary.

 

Within the Support Team there are 8 System Support Officers who are responsible for providing exceptional customer IT support in an ITIL based support team.

 

About the role;

 

To provide client side and desktop support to all users of IT services, based on ITIL based support processes. To work as part of the IT team to deliver new projects and systems.

 

IT Support is provided Monday to Friday, 8:00am to 6:00pm at Buckingham Palace and 9:00am to 5:30pm at St James’ Palace. The post holder is required to work Monday to Friday and join the on-call rota to provide support on Saturdays and Sundays and during public holidays. On occasions, they will be required to be present for specific events which may occur during weekends and / or evenings.

 

Although the post is based predominantly in central London, IT Support is provided at all Royal Residences, as such a flexible attitude to work is required. The role will involve some lifting of equipment (for example laser printers and monitors).

 

 

Key Duties

·         Provide exceptional customer service by acting is the first point of contact for all users of the internal computer system

·         Resolve support call incidents by telephone (1st line) or visit (2nd line) to the highest possible quality

·         Undertake in-depth research to resolve incidents, and where necessary escalate to the Systems Support Supervisors, the IT Operations team or third parties (3rd line)

·         Administer file permissions, application permissions, user accounts, email accounts and associated permissions for new and existing users and leavers, ensuring all request are dealt with in a timely manner

·         Log and maintain a full and accurate record of support calls using call logging software as part of 1st, 2nd and 3rd line support duties

·         Undertake front line investigative work and collate sufficient information to diagnose faults

·         Promote good standards of IT practice throughout the user community, including user awareness regarding computer usage and security policies

·         Undertake roll-out and installation support duties which include:

 

o   installation and secure decommissioning of PCs, printers and other user hardware and software

o   assistance during office moves with desktop relocation

o   installation and upgrade of operating systems and applications

o   setup and rollout of Blackberry and other portable devices

o   setup of ticketing and retail systems to support the commercial activities of Royal Collection Trust

 

·         Record all hardware and software additions and changes accurately within CMDB

·         Clearly and accurately document new and update existing support processes and procedures

·         Install, update and maintain the security software and applications on stand alone and travelling PCs and laptops

·         Familiarisation of bespoke and standard software and provide ad-hoc desktop training and inductions as necessary in support of the IT Training team

·         Undertake business continuity planning and testing plans as required

·         Meet or exceed weekly KPI targets

·         Create, prepare and deploy images and applications using approved imaging software

·         Manage orders through their life cycle using the accounting system and submitting to line manager for approval

·         Any other ad hoc duties as may be reasonably required

 

Key Requirements:

 

Essential:

 

·         To possess excellent customer service and communication skills

·         To have the ability to relate to users at all levels of the organisation and remain calm under pressure as well as possess an ability to explain technical problems in an accessible way.

·         To have a good general knowledge and use of the Microsoft Office 2013 suite of applications (Word, Excel, PowerPoint, Outlook) and Microsoft Windows 7

·         To be methodical and accurate in your approach to problem solving

·         To have computer and printer hardware maintenance skills

·         To have experience of resolving PC and mobile phone technical problems, both software and hardware

·         To possess good, clear documentation and recording skills

·         To have basic knowledge of computer components, setting up a PC and computer terminology

·         To have the ability to log calls using a computerised system and to undertake desktop application support

·         To hold a full, clean UK driving licence

 

Desirable:

 

·         To hold a qualification in IT desktop technical support

·         Previous experience in an IT helpdesk or call centre environment

·         To have an understanding of ITIL

 

Systems Engineer, Windows Stack, Azure, VMware - BAU - London, Green Park - £50,000 - £55,000 - PERMANENT

Systems Engineers - BAU
Reports to: IT Operations Manaager
Location: London (Green Park)
£50,000 - £55,000 + Excellent Benefits Package

Overview:
The IT & Telecoms team support in excess of 1,000 computers and 2,000 users across 25 prestige sites, 7 days a week. The IT Operations team design, implement and manage all the IT services on the internal network. The network is used by significant stakeholders and VIP Level people as well as everyday users. In addition the IT Operations team design, implement and maintain a number of other networks including private networks.

 

About the role:

The Systems Engineer reports to the IT Operations Manager and is the most senior technical point of escalation responsible for supporting the enterprise server infrastructure and responding to/ resolving tickets.

The focus for the post holder is on troubleshooting technology problems related to Windows Servers, VMware, Exchange, Storage Area Networks, MDM and Remote Access Services. The post holder will work closely with the rest of the IT Operations team, and other IT staff, to ensure the highest degree of functionality and reliability to all enterprise servers.

The role demands continued development of the IT systems to provide all computer users with the necessary access, independent of location.

The job holder does not have any line management or budgetary responsibility. Working with the IT team, the post-holder will be expected to work with and supervise 3rd party contractors and suppliers and to liaise with other government departments in matters of security.

The standard working pattern is Monday to Friday. However, given the nature of the post and the necessity for out of hour's maintenance, the post holder will be expected to work evenings and weekends as required and take part in the weekend on call rota. The post holder may also receive and be prepared to respond whenever practical to calls at any time outside of the standard arrangements.

The position is primarily based at Green Park, London however the post holder is responsible for the IT infrastructure at all residences within the prestige locations and is expected to travel when required.

 

Key Duties:

 

The Systems Engineer will:

§  Continually evaluate, review and advise on current technologies in all areas of IT and infrastructure

§  Contribute towards the design and implementation of the IT strategy, and help maintain the security controls as set out by the strategy and the Information Assurance Working Group (IAWG)

§  Achieve and exceed the IT Operations KPI's by monitoring and maintaining current IT systems and networks; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends and determining system improvements

§  Create, document, review and improve Standard Operating Procedures (SOPs) for all aspects of IT Operations and IT Security and Controls, ensuring compliance with Data Protection and Information Security Policies and the relevant regulatory requirements

§  Respond to incidents and alerts, ensuring BAU continues without interruption and impact to service.

§  Participate in the planning of projects and service transitions of new systems.

§  Provide new and updated documentation and knowledge articles to maintain knowledge sharing and training for less experienced members of the team.

1

IT Systems Security

§  Provide technical advice on IT security issues for consideration by the IAWG

§  Maintain a current knowledge of, identify and protect against all forms of IT security threat

§  Keep all systems security patched and updated on a regular basis

§  Carry out remediation work from IT Health Checks

 


2

Service Delivery / BAU

§  Ensure all IT systems are reliable and up-to-date

§  Produce Service Improvement Plans

3

IT Business Continuity

§  Ensure all new systems are implemented in accordance with the IT Business Continuity plan.

§  Participate in test exercises of the IT Business Continuity plan

4

Server and Data Centre Management

§  Manage Storage Area Network, replication technologies and backup

§  Manage core applications including internet, email, remote access and storage

§  Monitor data centre environmental systems such as air conditioning, fire suppression and UPS systems

§  Responsible for all endpoint patch managemen

5

Mobile Working

§  Maintain MDM Servers for mobile access to E-mail and the Internet

§  Manage and maintain secure remote working solution for VIP and Executive Stakeholders.

§  Maintain security and reliability of the Remote Access Service

 

Key Requirements:

·         Educated to degree level with substantial experience in IT Infrastructure Support or IT Service Support.

 

·         Specialist experience in one or more of the following technologies:

 

o   Service management (e.g. service management tools, incident, problem and change management).

o   End user computing (e.g. Windows 10, Office 2016, Bitlocker, Skype for Business, SCCM/Altiris)

o   Infrastructure (e.g. Windsor server 2008-2016, Active directory AD/DNS/DHCP, Microsoft exchange 2007-O365, VMWare, Backup and Recovery, SAN Management, Email Security, Web Filtering, Systems Monitoring, SQL Server, Mobile device management).

 

·         Holding certification in Microsoft MCSA or MCITP, Citrix CCA-V, Cisco CCNA, PRINCE2 Practitioner or ITIL v3 Foundation would be a definite advantage.

·         Experience of security standards, best practices and principles.

§  Excellent troubleshooting skills, with the ability to rapidly resolve system failures and maintain an operational infrastructure through planned maintenance work.

·         Excellent communication skills and the ability to work collaboratively to build effective working relationships with a variety of internal and external stakeholders.

  • Possess good judgement and decision making capability with the ability to remain level-headed under pressure.

·         Excellent organisational and time management skills, initiative and the ability to manage multiple priorities and deliver results.

·         Takes a rigorous approach to standards of internal customer service and continuous improvement.

·         Proactive in maintaining up-to-date industry knowledge

 

Systems Engineer, Windows Stack, Azure, VMware - Projects - London, Green Park - £50,000 - £55,000 - PERMANENT

Systems Engineers - Projects
Reports to: IT Operations Manaager
Location: London (Green Park)
£50,000 - £55,000 + Excellent Benefits Package

Overview:
The IT & Telecoms team support in excess of 1,000 computers and 2,000 users across 25 prestige sites, 7 days a week. The IT Operations team design, implement and manage all the IT services on the internal network. The network is used by significant stakeholders and VIP Level people as well as everyday users. In addition the IT Operations team design, implement and maintain a number of other networks including private networks.

 

About the role:

The Systems Engineer reports to the IT Operations Manager and is the most senior technical point of escalation responsible for supporting the enterprise server infrastructure and responding to/ resolving tickets.

The focus for the post holder is on troubleshooting technology problems related to Windows Servers, VMware, Exchange, Storage Area Networks, MDM and Remote Access Services. The post holder will work closely with the rest of the IT Operations team, and other IT staff, to ensure the highest degree of functionality and reliability to all enterprise servers.

The role demands continued development of the IT systems to provide all computer users with the necessary access, independent of location.

The job holder does not have any line management or budgetary responsibility. Working with the IT team, the post-holder will be expected to work with and supervise 3rd party contractors and suppliers and to liaise with other government departments in matters of security.

The standard working pattern is Monday to Friday. However, given the nature of the post and the necessity for out of hour's maintenance, the post holder will be expected to work evenings and weekends as required and take part in the weekend on call rota. The post holder may also receive and be prepared to respond whenever practical to calls at any time outside of the standard arrangements.

The position is primarily based at Green Park, London however the post holder is responsible for the IT infrastructure at all residences within the prestige locations and is expected to travel when required.

 

Key Duties:

 

The Systems Engineer will:

§  Continually evaluate, review and advise on current technologies in all areas of IT and infrastructure

§  Contribute towards the design and implementation of the IT strategy, and help maintain the security controls as set out by the strategy and the Information Assurance Working Group (IAWG)

§  Achieve and exceed the IT Operations KPI's by monitoring and maintaining current IT systems and networks; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends and determining system improvements

§  Create, document, review and improve Standard Operating Procedures (SOPs) for all aspects of IT Operations and IT Security and Controls, ensuring compliance with Data Protection and Information Security Policies and the relevant regulatory requirements

§  Respond to incidents and alerts, ensuring BAU continues without interruption and impact to service.

§  Participate in the planning of projects and service transitions of new systems.

§  Provide new and updated documentation and knowledge articles to maintain knowledge sharing and training for less experienced members of the team.

1

IT Systems Security

§  Provide technical advice on IT security issues for consideration by the IAWG

§  Maintain a current knowledge of, identify and protect against all forms of IT security threat

§  Keep all systems security patched and updated on a regular basis

§  Carry out remediation work from IT Health Checks

 


2

Service Delivery / BAU

§  Ensure all IT systems are reliable and up-to-date

§  Produce Service Improvement Plans

3

IT Business Continuity

§  Ensure all new systems are implemented in accordance with the IT Business Continuity plan.

§  Participate in test exercises of the IT Business Continuity plan

4

Server and Data Centre Management

§  Manage Storage Area Network, replication technologies and backup

§  Manage core applications including internet, email, remote access and storage

§  Monitor data centre environmental systems such as air conditioning, fire suppression and UPS systems

§  Responsible for all endpoint patch managemen

5

Mobile Working

§  Maintain MDM Servers for mobile access to E-mail and the Internet

§  Manage and maintain secure remote working solution for VIP and Executive Stakeholders.

§  Maintain security and reliability of the Remote Access Service

 

Key Requirements:

·         Educated to degree level with substantial experience in IT Infrastructure Support or IT Service Support.

 

·         Specialist experience in one or more of the following technologies:

 

o   Service management (e.g. service management tools, incident, problem and change management).

o   End user computing (e.g. Windows 10, Office 2016, Bitlocker, Skype for Business, SCCM/Altiris)

o   Infrastructure (e.g. Windsor server 2008-2016, Active directory AD/DNS/DHCP, Microsoft exchange 2007-O365, VMWare, Backup and Recovery, SAN Management, Email Security, Web Filtering, Systems Monitoring, SQL Server, Mobile device management).

 

·         Holding certification in Microsoft MCSA or MCITP, Citrix CCA-V, Cisco CCNA, PRINCE2 Practitioner or ITIL v3 Foundation would be a definite advantage.

·         Experience of security standards, best practices and principles.

§  Excellent troubleshooting skills, with the ability to rapidly resolve system failures and maintain an operational infrastructure through planned maintenance work.

·         Excellent communication skills and the ability to work collaboratively to build effective working relationships with a variety of internal and external stakeholders.

  • Possess good judgement and decision making capability with the ability to remain level-headed under pressure.

·         Excellent organisational and time management skills, initiative and the ability to manage multiple priorities and deliver results.

·         Takes a rigorous approach to standards of internal customer service and continuous improvement.

·         Proactive in maintaining up-to-date industry knowledge

 

Technical Support Engineer – Hyper Converged Infrastructure

Technical Support Engineer – Hyper Converged Infrastructure

Job Summary

We ensure the success of our groundbreaking technology through cluster health monitoring, quick response time, and unparalleled customer intimacy. We are top-notch engineers from leading virtualization, compute, and networking companies with the ability to handle all problems that come our way. Working closely with Sales and Software Engineers, the support team acts as our customers’ champions.

As part of their growth, our client is seeking well-rounded, junior and senior, customer facing Technical Support Engineers. You will support our cloud solution in the field and provide an enriched and successful product experience. You will need to be the champion for our services, by providing an over the top support experience to our customers leveraging our private cloud solution.

Responsibilities:

·         Troubleshoot, debug, and diagnose customer issues encountered in the field.

·         Improve serviceability of the product by testing new features and developing tools to scale our field deployment and auto-support infrastructure.

·         Provide analysis of our existing customer base to avoid and minimize risks in the field.

·         Define and drive changes to our product with our development engineering team based on feedback from customers and field implementations.

·         Work with technology partners (ie.g. VMware, Citrix, Microsoft) to resolve issues and push improvements in our ecosystem.

·         Develop and contribute to internal and external knowledge bases.

·         Provide support on weekdays and also off hours on an as needed and scheduled rotational basis

·         Be a champion for our customers. Go above and beyond to support their business and use of the technology stack.

Requirements:

·         Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

·         The passion and ability to learn new things, while never being satisfied with the status quo.

·         Willingness to work in a fast growing company with huge potential.

Qualifications and Experience

·         Extensive knowledge of Linux Systems (Preferably CLI Administration)

·         Relevant work experience troubleshooting at least two of the following: Virtualization (preferably VMware ESXi), Networking (preferably layer 2/3), Storage Analysis

·         BS in Engineering or CS (or equivalent technical degree and 2+ years work experience).

 

Telecoms Engineer, London – £30,000 - £35,000

Telecoms Engineer, London – VOIP, Mitel etc..

£30,000 - £35,000

Our client, are a well-known prestige family within the UK. Working as part of their Internal Staff, you will be providing support across a number of locations across the UK.

Their IT and Telecommunications team provides vital technical support, maintaining and developing our IT and Telecoms systems for the benefit over 2000 users across all sites.

Acting as a central point of technical expertise, you’ll oversee the service, equipment and facilities for our VOIP system telephone network and exchange lines.

You’ll set up new users, install cabling and phones, and configure handsets, as well as maintaining our phonebook of 3,000 extensions.

This role is customer facing, your role will involve meeting and working with users from all areas of the organisation who have very diverse needs.

Handling all telecoms related queries, you’ll identify and trace faults within the infrastructure, liaise with suppliers and resolve varied service issues, all to guarantee a secure and reliable service.

With the recent introduction of a new VOIP network, you’ll also provide customer helpdesk support, promoting and educating our users on the variety of benefits of our new telecoms system.

We don’t stand still here. With input into the telecoms system design and strategy, you’ll identify how our service can be better utilised and improved.

The variety of requests will stretch you, and prioritising them to maintain exceptional level of customer service will be your biggest challenge.

But knowing you're continuously improving our communication systems whilst developing your own skills and expertise will drive you on.

About you  

·         You’ll be an experienced Telecoms Engineer, ITIL qualified (foundation level or above) and trained in Mitel 3300 platforms including MiVoice Business, VoiceMail and ideally Redbox Call Recording.

·         Along with knowledge of the telecoms market, and telecoms technologies, including analogue, mobiles, ISDN, IP switching and telecoms security, you’re the expert we need.

·         Experience working in a professional helpdesk environment would be helpful, but is not essential.

·         What’s more important is your focus on customer service, which will be evident in everything that you do, and make you a real asset to the team.

·         As an effective communicator and team player, you can quickly build positive relationships with colleagues and external contractors alike.

·         And your methodical approach and problem solving skills will be critical to your success, enabling you to resolve issues quickly and effectively.

·         You're flexible and accurate under pressure, able to constantly adapt to meet the needs of your customers.

·         With 2000 users based in a number of different locations, a Full UK driving licence will be required for this role.

·         Above all you’re committed to developing your expertise, and are keen to make the most of this exceptional opportunity.

 

Technical Support Engineer III – Multilingual Amsterdam, The Netherlands - Relocation Available

Technical Support Engineer III – Multilingual
Amsterdam, The Netherlands
Relocation Available

Our client are a leading technology vendor, with over 10,000 employee’s globally. Working from their European HQ, you would be part of a thriving multilingual team providing first class support to their business customers across onsite and cloud technologies. Their products are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice. We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

They’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business. With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management

.

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. They can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud

 

Essential Functions

·         Respond to situations where product support has been unable to solve customer’s technical issues.

·         Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs.

·         Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.

·         Work with customer and other technical teams to define technical problems, determine solutions and assist customers in implementing the fix.

·         Provide technical feedback to engineering concerning product changes and enhancements; or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issues

·         May be called on-site to assist in complex technical solutions requiring changes to core functionality, and systems operation.

·         May be involved in customer installation and training.

·         Create tests, tools, and diagnostic procedures for use by product support personnel.

·         Represent the business in support meetings with the customers.

·         Create documentation and post-mortem analyses of escalations.

·         Share core knowledge with team members through trainings



Requirements

·         Demonstrated excellent written and verbal communication skills in English and one from French, German, Spanish, Italian or Hebrew is essential.

·         Demonstrated excellent customer service experience working with customers in high stress situations on complex problems.

·         NetApp E-Series hardware and software experience.

·         Creative approach to problem solving.

 

In-depth knowledge of

·         UNIX configuration, administration and technical support.

·         Linux container administration

·         E-Series hardware and firmware low-level troubleshooting.

·         Windows 2008/2012/2016 configuration, system administration and technical support.

·         Troubleshooting block storage access protocols (FC, SAS, iSCSI).

·         SAN storage and surrounding infrastructure (Brocade, cisco).

·         RAID and storage concepts

·         Network architectures including the roles of routers, and switches

·         Virtualization hypervisors troubleshooting (VMware, Hyper-V, Etc.)

 

Technical Support Engineer III – French Speaking - Amsterdam, The Netherlands

Technical Support Engineer III – French Speaking
Amsterdam, The Netherlands
Relocation Available

Our client is a leading technology vendor, with over 10,000 employee’s globally. Working from their European HQ, you would be part of a thriving multilingual team providing first class support to their business customers across onsite and cloud technologies. Their products are designed for simplicity, optimized to protect, created to embrace future opportunity, and open to enrich choice. We are the data authority for hybrid cloud, and we are helping our customers realize the full potential of their data.

They’ve built a Data Fabric for a data-driven world – to simplify and integrate data management across the resources that are best for the business. With the Data Fabric, our customers can harness the power of cloud data services, build cloud infrastructures, and modernize storage through data management

.

By modernizing storage through data management, customers can upgrade infrastructure to bring modern data services to existing applications. They can help organizations free the resources necessary to fund transformation by deploying the industry’s leading flash storage solution, which is highly efficient and scalable in both data center and cloud

 

Essential Functions

·         Respond to situations where product support has been unable to solve customer’s technical issues.

·         Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs.

·         Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise.

·         Work with customer and other technical teams to define technical problems, determine solutions and assist customers in implementing the fix.

·         Provide technical feedback to engineering concerning product changes and enhancements; or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issues

·         May be called on-site to assist in complex technical solutions requiring changes to core functionality, and systems operation.

·         May be involved in customer installation and training.

·         Create tests, tools, and diagnostic procedures for use by product support personnel.

·         Represent the business in support meetings with the customers.

·         Create documentation and post-mortem analyses of escalations.

·         Share core knowledge with team members through trainings



Requirements

·         Demonstrated excellent written and verbal communication skills in French.

·         Demonstrated excellent customer service experience working with customers in high stress situations on complex problems.

·         NetApp E-Series hardware and software experience.

·         Creative approach to problem solving.

 

In-depth knowledge of

·         UNIX configuration, administration and technical support.

·         Linux container administration

·         E-Series hardware and firmware low-level troubleshooting.

·         Windows 2008/2012/2016 configuration, system administration and technical support.

·         Troubleshooting block storage access protocols (FC, SAS, iSCSI).

·         SAN storage and surrounding infrastructure (Brocade, cisco).

·         RAID and storage concepts

·         Network architectures including the roles of routers, and switches

·         Virtualization hypervisors troubleshooting (VMware, Hyper-V, Etc.)

Live Stream Content Specialist, Chiswick, West London, £27,000 - £28,000

Live Stream Content Specialist, Chiswick, West London
£27,000 - £28,000

 

Job Description:

We are currently hiring Content Handling Specialists for our client’s advanced content distribution platform. Their platform allows content to be activated across multiple OTT destinations in a scalable, customisable and extendable way. In 2016, we delivered 2.3 billion live video views, 34,000 live sports events and 7.6 billion minutes of live consumer playback.

 

The Role / Responsibilities:

• Monitoring of all video and data playout across platforms

• Working remotely with onsite production teams to ensure high quality of output

• Content management/Content scheduling

• Pre-live delivery testing

• Issue troubleshooting and tracking

• Knowledgebase creation/maintenance

 

You Bring Us:

• Fearlessness and pro-activeness. We deal with live video. Every minute counts. Make fast decisions and have them be right

• Video production/monitoring experience

• An understanding of sport content

• A restless mind. Anticipate and fix problems

• We’re a 24/7/365 operation, so weekends and overnights are required.

 

Personal Attributes:

• Details matter to you. A lot.

• A relentless approach to finding solutions

• You are passionate about online media

• You constantly raise the bar for yourself and the b-team

• You think fast and on your feet and can translate a concept to a sequence of actions very quickly and accurately

 

Required skills and experience:

• Basic knowledge of video production workflows

• Experience of monitoring/QA’ing video

• Basic knowledge of sporting content

• Strong IT Knowledge

 

Desired skills and Experience:

• Experience in an office environment

• Live event experience

• Tech savviness

2nd Line Technical Support Engineer - London, EC1V - £30,000 - £35,000

Position: 2nd Line Technical Support Engineer
Location: London, EC1V
Salary: £30,000 - £35,000
Type: Permanent

Details of the job;

Cloudwise are currently working with a fast growing Managed Services company based in the heart of London. We are seeking a 2nd Line IT Engineer to join an existing team of 6. You will be responsible for maintaining providing first class support to customers on Infrastructure & Desktop related issues, being an escalation point to the 1st line team, providing BAU based support and Triage for customer problems. You will be joining a team that will be expanding to 9 and reports directly in to the IT Support Manager.

Key Responsibilities include;

  • Provide Escalation support to 1st Line, resolving or escalating 2nd line support problems

  • Maintain communications with clients for any tickets that have been escalated to 3rd line

  • Create and update documentation

  • Engage with 3rd line engineers to support new rollouts.

Key Technical Skills:

  • Windows Server

  • Active Directory & Group Policy

  • VMWare ESXi 5.1 + or Veeam Backup Experience

  • Office 365

  • Mac OSX (Largely Windows based but with some Mac based users).

  • Enable or SolarWinds experience