Senior Managed Service Engineer (SDE)

Location:
Remote
Employment Type:
Permanent Employee

Role Summary

Working within a Managed Service customer, you will take a lead role in the ongoing proactive support, technical delivery and management of the Managed Service.

Your role is to engage and support key stakeholders within the business along with assisting in the proactive design, planning and implementation of the managed service.  This role involves the development of strong technical skills along with building key relationships to drive and engage the organisation in adopting best-of-breed services, through the promotion of Roc solutions.

Working within all areas of the business, you will be required to engage with Commercial Account Managers and sales staff, to technically scope solutions and transition plans for new managed service opportunities. Also providing technical assessment text and information to assist with the delivery of managed service.

As the final level of technical escalation, you will interface directly with our customers’ technical teams to provide remote troubleshooting of more involved incidents as well as involvement in problem management and higher complexity change requests and request fulfilment.

You will assist with delivering managed service transition plans and setup tasks for new managed service customers, such as connectivity, monitoring and management solutions. This will be working alongside other Roc transition project staff such as project managers and consultants. Activities will include the handover of services and documentation to the service desk and working closely with customer project staff.

Key Responsibilities

  • Reviewing the monitoring of the TTP’s internal network to identify and address availability, capacity and performance management issues, in particular, ensuring that if more than 10 alerts are issued for the same type of incident, they proactively seek to remediate the issue in a timely manner

  • Reviewing all changes to the TTP’s network (both on premise and in Azure) and ensuring that appropriate logging and reporting systems are in place to enable effective monitoring of the performance and security of the TTP's network, including that the relevant alerts are directed appropriately within Roc and to TTP and that all logs are stored in accordance with TTP policy requirements

  • Management of the Windows updating process to the TTP’s assets, including ensuring that an alert is generated and sent to TTP if a Windows asset has not had an update applied within 1 month of release

  • Management of the vulnerability management process at TTP, using vulnerability management tools and the result of penetration testing, to ensure all TTP assets are patched and remediated in accordance with agreed priorities and within agreed timelines – such work being demonstrated through monthly reporting using the vulnerability management tool (at least 20% of time being spent on this task and Windows updates management)

  • The creation and management of an alerting process covering the creation of new users, the addition and removal of privileges to a user’s account and the deletion of users, including a monthly review with TTP of which user accounts are no longer required, have privileges, have non-expiring passwords or are otherwise higher risk (both on premise and in Azure)

  • Planning and running with TTP, an annual Disaster Recovery test

  • Maintenance of the documentation for the environment including, the processes put in place to complete the tasks undertaken by the SDE, diagrams etc

  • Ensuring smooth project handover into delivery, working in partnership with the Project Manager(s) responsible for transition and / or additional ongoing projects

  • Responsibility for providing proactive technical advice and guidance, including Problem Management disciplines

  • The SDE’s primary focus will be on delivering services to TTP itself and they shall spend a maximum of 10% of their time in meetings with other Roc staff whilst working for TTP

Knowledge & Skills

Essential
  • Strong knowledge of ITIL frameworks

  • Ability to work independently and flexibly

  • Experience in planning, organising and management of work

  • Understand the Patching process and cycle

  • Knowledge and experience of operational and ITSM tooling

  • Microsoft Server Infrastructure experience. Including: Hyper-V, Active

  • Directory, Clustering, SCVMM and SQL Server

  • Experience with a variety of Backup Solutions – Especially Veeam

  • Data Centre Management Skills, HP Server Management (SIM/ILO)

  • VMWare Virtualisation

  • Virtualization – Hyper-V, VMware

  • UK Cloud/ Azure Platform Experience, AD, Billing, Security, Advisor, Policy, Analytics, Storage and Recovery Services

  • Networking Skills, Switching, Routing, VLANS, IPAM, Cisco

  • Cloud Migration Exchange - Hybrid

  • Intune Deployments and managing

  • Antimalware Technologies, Microsoft Endpoint protection, McAfee, FortiGate and SonicWall experience

Desirable
  • ITIL v4 Foundation

  • Experience in Networking and Microsoft Operational teams within an MSP

  • Microsoft or Networking Accreditation(s)

  • Security awareness

Key Attributes

Essential
  • Good technical awareness

  • Commercially aware, good literacy and numeracy

  • Excellent Communication Skills and ability to work within all areas of the business

  • Excellent customer service skills

  • Highly motivated and flexible and able to work alone and as part of a team

  • Ambitious with drive, initiative and energy to enhance the team and services delivered

  • Professional approach, engaging and polite

  • Deal with pressure situations and be able to prioritise key and escalated events

Desirable
  • Motivating others

  • Problem solving

  • Proactively seek learning opportunities for themselves

Experience & Attainments

Essential
  • Worked within a Managed Services environment for 5 years +

  • Experience engaging with senior customers and internal directors

Desirable
  • Experience managing Change, Problem and Major Incidents

  • BPSS or SC Clearance