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As a Support Engineer for Zen’s Windows and Cloud services, you will be responsible for the day-to-day management and proactive support of a customer’s service and act as the first point of contact for customers to report issues and faults relating to their service.

In addition to supporting the existing customer solutions, you will also identify possible enhancements to the customer’s solution that could develop new projects.

Key Responsibilities

• 
  Providing support to our existing customer base and managing customer issues through to resolution
• Proactive management and maintenance of customer solutions to contracted service levels performance levels and standards including completing scheduled tasks designed to ensure that the customers systems remain operational
• Dealing with incoming faults in a professional, courteous manner over the phone and via email
• Taking ownership of faults, diagnosing and resolving to the customers satisfaction
• Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
• Proactive capacity management of customer solutions including provision of advice and guidance on service options that may be applicable to customer solutions
• Continually improving technical implementations
• Managing and maintaining Zen’s monitoring/alerting platforms and infrastructure
• Developing and maintaining department process documents and knowledgebase
• Providing timely resolution for all customer incidents
• Providing a point of contact for all customer and internal communications
• Managing and maintaining department diagnostic and service management tools
• The department operates core business hours of Mon-Fri 08:00 to 17:00. 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 working knowledge and understanding of support requirements for Microsoft technologies including Windows Server 2012r208/20192 , MS Exchange, IIS, Active Directory and Office 365
• Experience of using Microsoft PowerShell to assist with management of customer solutions
• Good understanding for virtualisation technologies including managing and maintaining VMware-based solutions and managing Veeam backups
• Good understanding of MS SQL and/or MySQL including basic database administration
• AWS infrastructure support to technical professional level including S3 and EC2 management and Cloud formation (or equivalent infrastructure as code technology)
• A keen interest in networking and WAN technology
• A good understanding of cloud-based security including mitigation of risks within a cloud environment
• Excellent written and verbal skills enabling confident and professional communication with customers and colleagues
• Flexible and willing to work outside core business hours as required

We’re building an inclusive work environment

Here at Zen your gender, race, ethnicity, neurodiversity, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.

We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

The hiring manager for this role is Marcus Stott, we are currently not seeking agency support to fill this role.