Job Ref: 213999277

Date: 2021-06-17 10:26:42

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Do you a enjoy working with back-up and anti-virus technology?

Is investigating recurring issues and writing scripts in PowerShell your passion?

If you have answered YES to the above, then the Senior Service Operations Engineer position with Mirus IT is perfect for you.

The Role

The post holder will be part of the Service Operations team supporting and managing the various managed services provided through the team to customers and maintaining the management systems in use across the business to help improve service delivery and drive the growth of the business.

Main Responsibilities

Working with team colleagues and customers you are:

Responsible for resolving service tickets relating to;

o Non-critical alerts for Exchange, SQL, Backups, Hardware, Services, etc.

o Managed AV

o Patch Management

o Operational systems under the control of the Service Operations team

End to end ownership of problem resolution

Ongoing support of the management tools the team use

Development and ongoing configuration of monitoring alerts across the customer base

Responsibility for automated patch deployment across the customer base covering Microsoft and certain 3rd party products. Reporting and escalating any failures.

Possess a thorough understanding of business risk in relation to infrastructure configurations and Microsoft technologies

Completion of internal and customer facing change controls

Creating internal and client facing documentation, reports and recommendations

* Manage and work to both internal & client SLA’s, escalating any concerns

* Managing internal and client expectations through clear communications

* Support colleague development to enable them to resolve issues confidently and effectively

* Lead on development of scripting to meet business and customer requirements

* Strategic ownership and responsibility of ongoing maintenance of ConnectWise Automate (RMM tool)

Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge

Create and maintain customer and department specific documentation

Provide a technical escalation point for other members of the team

Work with other business units to train staff on use of the RMM tool

Develop innovative solutions to reduce effort required to resolve problems i.e. automation of tickets

Understand the monitoring solution with a view to removing erroneous alerting and improving data quality as well as undertake all other reasonable requests

Experience:

You will be a Senior Engineer and part of the Service Operations Team based at the Mirus IT office in Wymbush, Milton Keynes (working from home until government guidelines change) who are responsible for ongoing support and development of our RMM tool (ConnectWise Automate).

You will be working with team colleagues and customers resolving service tickets relating to our Managed Backup (Datto), Managed Anti-Virus (Webroot), Managed Patching, Service based systems including but not limited to Cryptoblocker, Service Hub, IDAgent, Dark Web Monitoring, ConnectWise Automate etc.

Qualifications and Knowledge:

* Previous experience as a 2nd or 3rd line technical engineer supporting SME’s.

* Experience of working in a customer facing role

* Familiar with working to SLA’s to meet both customer and contract requirements

* Working as part of a wider service delivery function.

* Excellent understanding of Active Directory including user management and GPO’s, powershell/scripting and general IT security

* Experience of Exchange & SQL server deployment, configuration and support

* Support and installation experience of virtualisation systems such as Hyper-V and VMWare

* Understanding of backup solutions and technologies

* Demonstrable experience of supporting Microsoft OS; Windows 8 upwards and Server 2008 upwards

* Installation and support experience of networking technologies such as VLAN’s, DHCP, DNS & VPN

* Installation, configuration and support experience of security solutions such as firewalls, IDS, Radius, AV, mobile access, wireless & anti-spam/phishing

* ITIL V3 Foundation

* Microsoft MCSA/MCSE

* Experience of working with and developing RMM tools;

* Setup of patch management solutions

* Understanding of agent deployment and remote connection solutions / trouble shooting

* Able to interpret monitor data and formulate a suitable response/action plan

* Creation of monitors & alerts

* Able to train others in the use of systems

* Experience in automatic deployment of software through packaging/scripting

Skills and Experience:

* Able to communicate verbally and in writing to both technical and non-technical audiences. Creative, analytical problem solver with the ability to apply original and innovative thinking

* Methodical approach suitable to resolution of client requirements

* Evidence of good interpersonal skills for working with teams and individuals at all levels of the organisation. Self-motivated and pro-active. Must be able to work collaboratively in a team environment

* Excellent working knowledge of server hardware & software configurations and setup. Good working knowledge of network infrastructure

* Competent management of changing workload and priorities. Experience of working within an IT Managed Service Provider

Thank you for taking the time to look into our company. People often ask, “What’s it like working at Mirus?”. Here at Mirus we feel we really do have the clichéd work hard, play hard culture with our team at the heart of what we do. We know that by looking after our team, they look after our customers and then we all benefit. Since Mirus was founded in 2002, there has been considerable growth and we now have over 100 colleagues.

In the last few years, along with other things like Perkbox membership and an Employee Assistance Programme, we have also introduced several new benefits to help our team grow and develop their careers with regular training.

If you have the qualities and experience listed above, then we would like to hear from you

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