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Dorking, Surrey
4 Nights 4 off, 4 Nights, 4 off (start / finish times 19:00 – 07:00)
Salary will likely be £32k with a shift allowance (up to £8k)
Salary: £32-40k (£32k basic plus 8k shift allowance)
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Our client is a prominent technology and communications provider. Committed to innovation and reliability, they offer a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer-centric approach.
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- Supporting the Customer
- Picking up and managing tickets from a PSA application until closure.
- Identify where tools, processes and systems are impacting closure rates.
- Discussing any problematic tickets with peers and line management with handover to day/night shift.
- Keeping the customer and ticket updated with developments and fix plans.
- Handle escalated calls from day/night shift.
- Handling calls coming in out of hours, gathering information and escalating where necessary
- Administer and maintain customer infrastructure, including Active Directory, LAN, Internet access, firewalls and Exchange 2010 and above
- Manage and maintain customer Backup solution including Commvault, Veeam and Ahsay
- Administer customer Hypervisors Hyper-V 2012 R2 and above and VMware vSphere 5.0 and above Infrastructures including EMC, SAN and Datacore
- Monitoring customer network equipment and elements with a variety of models of routers, firewalls, modems and other elements in including WANs, circuits, VPNs
- Supporting the customer base with a varied range of technologies including desktop support, E-mail, connectivity, printers, telephone systems, anti-virus, remote desktop sessions, lines, MS365, Azure, active directory & 3rd party applications.
- Troubleshoot server and network performance Monitoring System to ensure any necessary action taken that needs to be.
- Monitoring and actioning vulnerability alerts
- Administer and maintain datacenter hardware and equipment including firewalls, JBODs, switches, IPMI and iDracs
- Troubleshooting incidents with on site hardware including NASs, UPSs
- Management of relationships with third parties for any escalated tickets
- Keep operational documentation up-to-date
- Research, recommend and plan infrastructure system
- Achieving SLA targets
- Working within your team to ensure all tickets are actioned within SLA.
- Monitored activity through various ticket reporting tools.
- You will be expected to meet or exceed customer expectations with regards to the SLA.
- Customer Satisfaction
- Ensure that the customer is satisfied with the outcome & with their experience of AdEPT.
- You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.
- When required provide information to the service delivery teams and account mangers by providing information about ongoing tickets and reports relating to customers history.
- Documentation & Information
- By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems, networks and processes
- Accuracy and detail are key to effective documentation, It is expected that all relevant documentation will be completed for each ticket worked.
- All tickets need to accurately reflect current status and must be closed once work activities to address the issue are complete.
- Supporting the Service desk day/night team
- Working on issues escalated by the day/night shift, ensuring you maintain the documentation and communication for the issue.
- Identifying when business critical IT services are impacted and adjusting the ticket priority accordingly.
- Working within your team to identify the fix and any underling issues that could cause repeat issues. Report this to the Service Desk Manager for review.
- Communicate any ongoing issues to relevant teams including the day/night shift engineers to ensure no time is wasted on repeat troubleshooting.
- Provide feedback to Service Desk Manager on issues that have been escalated including documented fixes for use by the other engineers.
- Monitoring Customers
- Use the tools provided to monitor customers environments.
- Respond to alerts within SLA to ensure service uptime
- Work with the senior engineers from other service desks to tweak and tune the monitor polices if required.
- Adjust the ticket priority according to the severity of the issue.
- Keeping the customer and ticket updated.
- Hand over to day/night shift any outstanding issue.
- Backup and Disaster recovery
- Responding to backup monitoring tickets to ensure successful backups have been taken based on the customers schedules.
- Fix any issues with backup errors or failures.
- Raising cases with 3rd party backup vendors for supported products.
- Executing disaster recovery plans if required by customer within the SLAs provided.
- Liaising with 3rd party suppliers
- When required raising cases with 3rd party vendors for supported products.
- Ensure regular updates to the tickets to meet SLA requirements.
- Where required arrange access to sites or servers for further support.
- Provide full and clear documentation of the issues to allow for the quickest support.
- Report progress of ongoing cases to Service Desk Manager.
- Escalate case with supplier when required.
Report and document any action carried out by the 3rd party.
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