Senior Systems Engineer
(Windows Server & Application Specialist)
> Location: Ashford
> Division: IT Services
> Function: Operations
> Reporting to: Technology Lead – Windows Server & Apps
As a Senior Systems Engineer, your role will be key in ensuring Windows Server systems and related applications are supported and maintained to industry best practice or the agreed standards. You will help ensure the Operations department delivers platform and service availability in line with customer SLA’s and internal KPI’s.
The primary focus of the role is 3rd line support for Advanced and customer systems, however you will also be required to assist with other work such as problem investigation, disaster recovery testing and small project work from time-to-time.
The ideal candidate will have a keen interest in current Windows Server technology as well as the wider Microsoft application ecosystem with previous experience of implementing, investigating and resolving Windows Server operating system and application issues within challenging and complex customer platforms. The role requires excellent communication skills both written and verbal to enable clear, accurate and audience appropriate updates to stakeholders.
The team operate extended working hours between 07:00 and 19:00. As part of this you will be expected to work during these hours as part of a rota. You will however need to show flexibility in working hours and will be required to work outside standard working hours from time-to-time, for example to assist with project work or support issues. In addition you may be required to be part of an on-call rota providing support out of hours 24x7
What you will be doing
o Support - Deliver outstanding service and meeting or exceeding the agreed SLA’s with all customers at all times. Provide 3rd line support on Windows Server operating systems and applications as well as consult on related issues. Provide regular updates and communication to stakeholders containing accurate and relevant information.
o Problem Investigation – Independently conduct a thorough root cause analysis of related Windows Server and application issues and conduct problem investigation quickly and effectively. Document findings in a clear and concise manner appropriate to the audience.
o Change Management – Raise technically accurate and detailed requests for change, coordinating effectively with other parties where appropriate.
o Professional Services – Work closely with other teams in the delivery and support of related Windows Server products and services.
o Ownership – We are looking for an experienced Systems Engineer who is capable of not only supporting, implementing and managing a wide variety of Windows Server operating systems and applications, but also seen to be a ‘Subject Matter Expert’ in one or more specific technologies.
o Compliance – Ensure compliance to relevant standards (i.e. ISO 27001, 9001) and security (i.e. CIS, STIG, ISO/IEC) and help to ensure we can control, report and adequately measure and handle risks the business faces.
o Team Working – As an effective and highly capable team member, you will self-manage your workload and proactively pickup requests and other work through the ITSM tool. You will also need to be able to mentor and develop other engineers in the wider Windows Server support team.
o Documentation – Author new technical documentation for example for new solutions or changes in configuration required to adhere to updated security standards that is structured and relevant to the audience.
o Flexible working - As part of teams that provide 24*7 support you may be required to work flexible hours to support our customers or provide on call support as part of the support rota's
We would like you to have
o Demonstrable previous experience of implementing and supporting Windows Server Operating System platforms and software ecosystems including multiple Microsoft and third party applications.
o Relevant technical accreditation in core technology areas.
o An ability to script and automate workload to help improve the overall efficiency of the team.
o An ability to provide clear technical and non-technical documentation, tailored to the appropriate audience.
o A practical understanding of gathering business requirements & scoping relevant solutions.
o Strong consultancy skills and the capacity to effectively time manage workload in order to meet deadlines and handle change.
o Effective coordination with an ability to thoroughly document and reliably coordinate planned changes between multiple parties.
o A proven capability of problem solving, undertaking or designing tests to eliminate possible issues and working quickly and efficiently towards a solution
o A commitment to participate in continual improvement processes, modelled around meeting ISO standards for; change control, quality and incident handling.
What you will be good at
o Administering, upgrading, patching, configuring, scripting and securing Windows Server operating systems (2012R2, 2016, 2019) backed by accreditation (i.e. MCSA/MCSE).
o At least three years’ experience specialising in the support of at least one or more server application technologies, ideally backed by accreditation;
o System management (System Centre, Windows Admin Center etc.)
o Messaging (Office 365, Microsoft Exchange 2010, 2013 or 2016)
o Identity Management (Active Directory, AD FS, Azure MFA, SecurEnvoy etc.)
o Content control and Cloud Messaging Security (MessageLabs, ForcePoint, Mimecast, Exchange Online Protection etc.)
o Disaster Recovery, Backup and Replication (i.e. Hyper-V Replica, Zerto, VEEAM etc.)
o Reverse Proxy, Web Hosting and Web Filtering (i.e. Web Application Proxy, IIS etc.)
o Clustering (i.e. Windows Failover Cluster, DAG etc.)
o Scripting (i.e. PowerShell, Ansible etc.)
o Previous experience of server hardware troubleshooting and support.
o Understating of related network technologies, subnets and DNS as well as storage technologies (i.e. SAN, Fibre HBAs) and related configuration on servers.
o Basic administration and troubleshooting of virtual platform infrastructure (i.e. VMware ESX 5.5 and above or Hyper-V)
o Windows Server image creation and deployment on both physical and virtual machines.
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