Managed Services Consultant - L2/L3
Skills
About the role
Brennan. Where true performance thrives.
At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.
It’s a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.
Why join Brennan
True performance for our customers starts with a true belief in our people.
It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.
True rewards
In addition to competitive remuneration, Brennan offers extensive benefits, including:
Training and certification bonuses
Culture Awards that recognise excellence
Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
Vibrant, fun social activities
Discounted hardware and software
An environment that embraces learning and development
Job Details here
The Role:
Deliver 2nd and 3rd level IT support, taking full technical ownership of assigned clients and acting as the final point of escalation.
Proactively manage and maintain clients’ IT environments by diagnosing and resolving complex, high-impact issues while ensuring root causes are addressed.
Ensure high-quality documentation, adherence to SLAs, and excellence in customer service across a broad range of IT infrastructure and ITIL aligned processes.
Role Responsibilities:
Ensure support SLA targets are achieved.
Provide L2/3 support for service delivery teams and resolve technical issues.
Ensure adherence to ITIL standards, specifically in executing effective Problem and Change Management processes to minimize impact and risk.
Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed.
Ensure service quality through technical competence and attention to detail.
Strive for high levels of customer feedback scores.
Maintain effective communications with your clients.
Ensure adherence to our Service Delivery policies, processes and procedures.
Work with Senior Consultants and Account Management staff to ensure effective management of the client base.
Obtain and maintain industry certifications.
Pursue select areas of IT specialisation.
Identify opportunities to productise new services and offerings.
Utilise your technical specialist skills to help build new products.
Develop new strategies to increase efficiency in the systems.
Perform system analysis and recommend improvements.
Key Competencies and Qualifications Required:
Minimum of 5 years IT experience, with Managed Services Provider exposure preferred.
Windows Server Administration. (2016/2019/2022)
Active Directory, DNS, DHCP, Group Policy, Entra ID.
VMware / Hyper-V Virtualization.
Public Cloud Administration. (Microsoft Azure, M365 and/or AWS)
Monitoring tools. (SCOM, N-Able, Logic Monitor)
(Veeam, Commvault, Symantec)
Experience with SAN/NAS and enterprise storage solutions.
Exposure to automation scripting. (PowerShell, Python preferred)
Knowledge of Linux administration. (Basic Level)
Familiarity with ITSM platforms. (e.g., ServiceNow)
Citrix / WVD management and application publishing including upgrading, managing securely and administration.
ITIL Foundation Certification.
Experience with modern Endpoint Protection and Detection platforms (EPP/EDR/XDR) such as Microsoft Defender, SentinelOne, CrowdStrike, Sophos, or Symantec.
Advanced skills in Wintel environments and broad range of technologies.
Advanced skills in Active Directory and Office 365 management.
Maintain expertise in public cloud technologies (Azure/AWS) to ensure efficient, secure, and resilient cloud infrastructure operations.
Advanced knowledge of servers, storage and associated hardware.
Advanced experience working with virtualised environments such as VMWare/Hyper-V, including failover clusters.
Experience is acting as final escalation point for complex/high impact issues.
Root cause and problem analysis.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to administer Microsoft SQL servers.
Conduct technical workshops with clients as well as internal stakeholders.
A “Do what it takes” attitude.
Proven ability to work within and across teams.
Industry based certifications.
Account Technical Ownership including maintaining high quality documentation.
Key Infrastructure Upgrades.
Generate high quality technical reports and present to wide audience.
Risk Identification.
Process Improvement.
Provide afterhours On-call support on a roster-based system.
Coaching and Mentoring Junior Staff.
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