Support Engineer - Managed Services Team

IT Lab
02 Dec 2017
14 Dec 2017
Contract Type
Full Time
Company BackgroundIT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work. A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.
An opportunity has arisen for a Managed Services Engineer to join the team in our Manchester office, providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.
The Role
Working within our Managed Services team you will assume the function of an IT system administrator for a wide range of clients who have outsourced their IT support to IT Lab. This involves the monitoring and management of client backups, routers and firewalls, servers and device endpoints to ensure issues are handled proactively with minimal impact on the client. Resolving issues efficiently, identifying and correcting trends is a key part of the role.
Reporting to the Team Leader, the key deliverables of our Managed Services Engineers can be summarised as follows:

Delivery of quality proactive managed services across the IT Lab client base
Network Operations Centre - MonitoringBackup ManagementFirewall ManagementEndpoint Management and Managed AVPatch ManagementEffective handling of escalated critical issues needing high level attention
Management of risk and downtime during maintenance windows
To provide to role of IT Administrator / IT Manager for an increasing number of outsourced IT systems
Proactive assessment of events to reduce incidents
Responding to, handling alerts, incidents and escalated problems on the variety of platforms and supported networks from logon to the resolution
Involvement and presence in core Virtual Teams
IT Administrative tasks following the client on boarding or change to the services provided

Location and environment
This role will be based in our Manchester Riverside Offices; however, you will work amongst a team split across London, Cape Town, and Manchester offices.
Our culture is non-hierarchical and one which stems from a work hard, but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form. We’re proud of our employee engagement and have successfully been listed in the Sunday Times “Best Companies to Work for” for six years and with our group companies, 11 of the last 12 years. We’re also pleased with our number 80 ranking in the Sunday Times Tech Track 100 which tracks the fastest growing technology companies in the UK.
If you think you are a results oriented, positive, strategic thinker as well as tactical practitioner, then the Lab is the place for you.
Required skills and capabilities
The ideal candidate will have/be:

Solid previous experience in supporting or managing Microsoft networks and associated technologies
Experience with the following Technologies:
Networking and Firewalls – Cisco, Dell, FortinetMicrosoft Servers 2008 – 2016Linux Servers – Administering and troubleshootingCloud platforms – O365, Azure, AWS, MimecastRMM and Professional Monitoring toolsetsBackup solutions – Backup Exec, VEEAM, Ahsay, DPMExcellent communication and interpersonal skills
Good planning, organisation and risk assessment
Good understanding of ITIL framework and processes
Experience troubleshooting using monitoring metrics
Experience of problem management

Generic essential individual attributes:Process-focusedExcellent technical ability in one or more key virtual team areas
Very good technical understanding of current leading technologies, suppliers and industry terminology
Able to prioritise under pressure and work to deadlines
Excellent Decision making, judgement, planning and organisation skills
Flexible, calm and approachable, ‘can do’ attitude
Solid customer relations skills to understand client/client representatives concerns and requirements
Ability to work well within team, supporting other team members
Willingness to gain relevant qualifications and accreditation's

The PackageWorking hours of 37.5 - 40 hours per week. You will be part of a shift rotation that requires you to work in a 4 day on 4 day off basis (including weekends)Package dependent on experience
Spacious offices located in Manchester
22 days’ annual leaveContinual professional development plans
Excellent benefits such as a free onsite gym, pension, healthcare (and many more!)
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.

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