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Content+Cloud is one of the UK’s leading technology services, solutions and support providers, with a passion for helping ambitious organisations and their people to succeed. We believe in helping to create a world in which organisations grasp all that technology can offer, improving results and the experiences of their people. We work with a wide r...
Description
The key deliverables of a Senior Technical Specialist are to provide technical escalation for the relevant virtual team’s technology focus, contributing to improving standards and knowledge enhancement of those within the team. This can include escalation tickets; change requests or projects depending on the requirements of any of our customers.
Requirements
Delivery of high-quality remote support on a range of technical incidents and problems across the Content + Cloud client base
Take ownership of tickets escalated and/or complex tickets assigned to you and manage them through to resolution within SLA
Collaborate with other teams to maintain standards and functionality
Troubleshooting and maintaining a wide range of systems detailed below
Ability to handle critical tickets on large in some cases complex client estates
Vendor management
Clear timeous stakeholder engagement at all levels
End to end Change Management
Initiate, update, approve and maintain knowledge articles.
Involvement in problem management to identify root cause analysis.
Comfortable to work with minimal supervision and with team members that are located remotely
Individual task queue management, ensuring that SLAs are met; time to respond and time to resolve
Accurate time booking against support and project tasks
Work closely with team to share knowledge, support, and mentor colleagues as part of a positive workplace
Utilise excellent customer service skills and ensure that customer is always kept up to date with progress
Report potential client facing risks
Previous experience with Malicious Incidents and the remediation steps that may be required
Specific capabilities required
Proven technology industry experience providing support at a 3rd Line level or above
Excellent written and verbal communication and interpersonal skills
Use initiative and creativity to solve more challenging issues
Formal IT qualification (one or more of the below)
AZ-104 (Azure administrator)
MCSE 2016
AZ-300; AZ-301; AZ-400 (nice to have)
Experience and knowledge in several of the technologies detailed below:
3rd party Line of Business application troubleshooting E.G Sage
Server Infrastructure
HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds
Azure
Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
Backup technologies
VEAAM, Azure Backup, Backup Exec, MABS
Active Directory
DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
All recruitment and selection for Content+Cloud is guided by the principles of our Employment Equity Plan
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