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Service Desk / Ops Engineer

Pyramid Search
Closing date
23 May 2022

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Technology & New Media
Contract Type
Full Time
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Due to continuous growth, our client is looking for a Service Desk / Operations Engineer who will look after Infrastructure & Application monitoring solutions.

This is a fantastic opportunity for someone who is IT literate and has some experience working on a Service Desk/ Supporting Desk to join at the beginning of a new operational team for an innovative service that our client will be providing.

The position will involve managing events and incidents as well as implement changes as required.

You will be proactively monitoring the AWS service environments and other systems to identify performance and any issues by responding to alerts and events, ensuring the environment remains fully functional with minimal disruption or impact to customers.

This role is essential to ensure customer service delivery is outstanding. You will need to be proactive and able to spot trends and patterns to prevent issues as they arise.

Working as part of a team, you will also be required to provide independent analysis when required to customers or internal management.

Working with a broad range of technologies. The role also requires strong Cloud service management skills - specifically ITIL and AWS, as well as a solid understanding of Operating System administration and architecture (Linux/Windows).

Based in Leeds with the occasional travel to other offices, this will eventually be a 24/7 team operating on a 4 on 4 off shift pattern of 12 hours. Initially, whilst training the hours will be 8-5pm, Monday to Friday.

Key Responsibilities include:

* Troubleshoot issues through to resolution with hands on management of incidents and issues

* Partner with senior engineering teams during scheduled or emergency maintenance activity

* Liaise with service partners and customers, ensure stakeholders are kept informed

* Escalate major issues to the 3rd Line

* Provide "Root Cause Analysis" for major incidents

* Provide guidance, support and advice to colleagues where needed


* Demonstrated previous experience of working within a similar role or environment

* Prior experience of working with AWS and Linux OS

* Strong Cloud service management skills - specifically ITIL and AWS if possible

* Excellent communication skills, both written and verbal

* Logical thinker, being able to analyse requirements, troubleshoot issues and propose solutions

* Works methodically and adheres to standards and principles, both independently and as part of a team

* Keen to learn new skills and technologies within the context of service delivery

* Experience analysing and reporting system performance data

Desirable but NOT Essential

* Proven background of monitoring and event management and associated playbooks within AWS, Linux, and networking

* Knowledge of Agile and DevOps processes and tooling as well as operational support processes

* Prior experience of working in a high availability operational environment in 24/7 operational team e.g., a NOC (Network Operations Centre)

* Understanding of clustering, high availability (HA) and network load balancing

* Prior experience with RMM (Remote Monitoring & Management) tools such as ConnectWise Automate, SolarWinds, Nagios, CloudWatch, or Zabbix

* Microsoft SQL/MySQL administration

Please be aware all successful candidates for this position may be required to undergo a pre-employment screening process inclusive but not limited to; financial, criminal record check, employment/education referencing etc
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