Support Team Leader

Access Group
11 Jan 2018
12 Feb 2018
Contract Type
Full Time

This is a great opportunity for an existing team lead or experienced support engineer who wishes to further their career in service provider cloud hosting. You will receive on-going training and the opportunity to work on a wide range of leading technologies. Based in our Brighton office you will be guiding a small team of experienced support engineers delivering leading customer service to our client base.

Key Responsibilities

• 30% team lead and 70% hands on support of our public and private cloud platforms. Personally own our support SLAs and customer experience
• Proactively handle customer support requests and resolutions via tickets and calls (ITIL awareness required). Supervise high priority incidents should they occur
• Mentor the support team in all aspects of work, both technical and none technical
• Provide management information and continually seek improvement
• Management & support of Windows and Linux infrastructure servers
• Support the backup and replication infrastructure
• Analysis of logs and audit trails
• Infrastructure and server patching
• Assist engineering with capacity and resources requirements
• Produce high quality documentation, recommend and write procedures for improved process
• Work to core hours of 09:00 to 17:30
• Be able to work outside core working hours when required
• Participate in the on-call rota (if required)
• To work in accordance with the companies policies and procedures

Requirements & Qualifications

• Support team lead experience or someone who has mentored and wants to lead
• Strong VMware ESXi skills, VCP certification preferred
• Good experience with enterprise blade and server technologies and associated hardware (e.g. Cisco UCS / HP)
• Experience of Virtual environment backup systems (specifically Veeam)
• SAN administration experience (e.g. NetApp / EqualLogic / Tintri)
• Understanding of network and firewall principles
• Load balancer experience
• Windows and/or Linux Server system administration skills
• Familiarity with monitoring and patching
• Strong written and oral communication skills
• Service provider experience