Zen Internet/Rochdale, Lancashire, United Kingdom
Senior Hosting Support Engineer - Windows, Linux
Having grown from a pioneering ISP 20 years ago, today Zen Internet is a multi-award-winning company that provides a full range of data, voice and cloud services to business and residential customers across the UK as well as being recognised as one of the best companies to work for in the UK.
Following a period of success, growth, and winning the prestigious BCS and Computing UK IT Industry Award for Services Company of the Year', our Corporate & Mid-Market division has a new opportunity for a Senior Hosting Support Engineer - Windows, Linux to join the team.
As a Senior Support Engineer for Zen's Hosting and Cloud services, you will act as a key technical expert in the support and operations team and you will be enthusiastic and eager to learn a wide variety of technologies. As well as providing a point of escalation for support colleagues to resolve customer service incidents and problems, you will be responsible for creating templates, processes, scripts and tools to assist in the efficiency of future developments and increase efficiency.
Key Responsibilities
Helping to drive continual service improvement by identifying and implementing change to customer solutions that will improve performance and reliability.
Providing pro-active management of customer solutions to ensure we deliver high level of customer service including capacity management, load testing and performance analysis of customer environments
Designing and building templates and scripts to be used by customers and the business
Orchestration of maintenance and support operations including development and Scripting of bespoke software and tools where required
Where required, providing escalation assistance to colleagues for complex technical issues
Mentoring colleagues to raise the general skill level within the business as part of divisional growth
Diagnosing system failures and working under pressure to resolve the issues in the quickest possible time to minimize any impact to customers.
Maintaining and developing own knowledge and skills in line with being an expert in chosen specialisation
Providing ad-hoc professional services to customers on their on-going projects and implementations
The department operates core business hours of Mon-Fri 08:00 to 18:00. Outside of these core hours, the department operates an on-call rota for support escalations. You will be required to participate in the on-call rota on a rotational basis.
Skills & Experience
Excellent technical knowledge of Windows and/or Linux in a professional hosting environment
Excellent working knowledge of one or more virtualisation technologies including, but not limited to, vMWare, VeeamA and HyperV.
Experience and knowledge of at least one Scripting language (Powershell, Python, Perl etc.)
A keen interest in networking and WAN technology as well as experience of cloud-based networking including SDN, virtual routing and virtual Firewall management
Excellent working knowledge of Active Directory including pre-deployment auditing and providing professional advice and guidance on resolving issues identified
Good working knowledge of security within a hosting environment including hardening of customer solutions in order to minimise risks to the customer, the hosting platform and Zen
Experience of AWS infrastructure support to technical architect level including S3 and EC2 management and Cloud formation (or equivalent infrastructure as code technology)
Experience of web administration, especially at scale using Amazon Web Services
Experience working as part of a larger team to deliver projects based on customer deadlines and customer requirements
Employment Type: Permanent
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