System Centric Services – Senior Engineer

Overview

Viatel Technology Group is a complete Digital Services provider. We provide fully managed security, networking, cloud and communications services to servicing a wide range of clients across a variety of business sectors. Our Culture ensures a work environment where everyone can contribute equally and reach their full potential. Our System Services Team are tasked with providing first-class support and consultation services for our tier-1 customers helping said achieve their full ICT potential through the power of technology. We are seeking an individual to join this team, an individual who is highly motivated with a demonstrated ability to work on a variety of technologies, across a wide spectrum of customers, as well as learning new skills and procedures along the way.

Our Values

Customers Love our Service

Excellence is our Mantra

Trust is our Force Multiplier

We Care Deeply

Responsibilities:

Act as the senior technical authority for assigned strategic managed services customers.

Build strong trusted advisor customer relationships with assigned customers.

Lead and manage technical consultations, changes, improvements and service reviews.

Provide technical leadership on all aspects for supported services including Cloud Services, Infrastructure, Data Protection, Disaster Recovery and Security.

Understand customer priorities and ensure technical services are aligned accordingly.

Manage technical services to ensure high levels of customer satisfaction and quality.

Identify service improvement opportunities and proactively recommend enhancements.

Provide escalation support to wider Viatel Service Centre teams, including OOH support.

Ensure Infrastructure management is in line with industry best practices and customer expectations.

Work with customers and the sales team to develop ICT roadmaps and service improvements.

Manage technical service reporting ensuring information provided to customer as agreed.

Participate in training activities for new technologies, procedures, and service enhancements.

Oversee development of customer service definitions, and (IT Glue) knowledge base.

Collaborate with other Service Centre teams to ensure services and resources are aligned to service level objectives.

Participate in major incident management processes

Comply, maintain and promote information security in Viatel.

Develop and instil a positive, collaborative and customer-focused culture.

Coach and support other team members as technical mentor.

Assist in evaluating new technologies, services and processes.

Maintain technical certification and evaluate the potential application for customer environments.

Requirements:

Proven experience in technical Service operations in ICT Managed Services (MSP) environment.

Focused on building strong relationships and delivering exceptional customer service.

Demonstrable experience in delivering technical services meeting SLA/KPI objectives.

Ability to manage multiple customers and priorities simultaneously.

Experienced in managing and improving technical services.

Advanced knowledge of Microsoft Cloud, technical support services and tools, cybersecurity tools & security best practices.

Strong communication and client-facing skills with a customer-first mindset.

Experience in coaching & mentoring service engineers.

Excellent troubleshooting and analytical skills.

Highly organised with strong attention to detail.

Proactive and improvement oriented.

Professional, approachable and supportive mentor.

Technical Requirements & Experience

Minimum of 5 years experience in a similar role.

Relevant experience and/or certification in:

Cloud Services (Essential)

Microsoft Azure IaaS, PaaS (AKS/AVD/SQL), Security

Microsoft 365 Intune, Entra ID, Defender, SharePoint, Teams

Virtualisation (Desirable)

VMware vSphere, vCenter, vSAN, VXRail

Hyper-V, VMM, S2D, Nutanix, SimpliVity

Infrastructure (Desirable)

HPE / Dell (servers, storage, networking, hyper-converged)

FortiGate, Palo Alto, SonicWALL, Sophos SG/XG

Windows Server

SQL Se

Linux RHEL/Ubuntu/CentOS/Debian

Data Protection (Desirable)

Azure Backup/DPM, Azure Site Recovery

Commvault, Veeam

Management and Monitoring (Desirable)

LogicMonitor, ConnectWise RMM, ConnectWise Manage

ITIL Certified or relevant experience.

Microsoft certifications in M365, Azure, Security Administration and Modern Workplace.

Knowledge of cybersecurity frameworks and compliance standards.

What we offer:

23 days annual leave

Health Insurance Contribution

Pension (company matched up to 5%)

Cycle to Work

Discounted Broadband

Income Protection

Maternity/Paternity Benefit

Flexi Days during summer months