Platforms Engineer (out Of Hours)

This role is not open to agency support at this time.

About Kocho 

We believe specialist UK firms deserve the same level of service they would give their own clients.

We know that clients want expertise, a service they can rely on and intimate support from a named individual who knows their business.

Our relentless commitment to finding the best solution, our sense of pride in helping our clients achieve their goals and our thirst for understanding how technology improves business are what make us successful.

With us it’s Personal!

We are seeking a highly capable 3rd Line engineer, you will be responsible to remotely deliver senior 3rd line support and project services to multiple international customers, in line with contractual SLAs and KPIs.

Main Responsibilities:

• You will be part of a dedicated team providing platform / infrastructure support and management for a large UK based client

• Working with the Service Integrator, 3rd line Infrastructure support specialists and 3rd parties you will be responsible for the ongoing maintenance and management of the “in scope” platforms in line with a best practice approach to ensure, stability, availability, performance and security of services

• Maintaining documentation quality standards

• Working within a Service Management framework, adhering to ITIL based policies and practices

• Documenting and Planning change and release activities, including patch and upgrade management and communication

• Maintaining configuration data and currency

• Managing incidents and issues with appropriate and timely escalation and communication

• Issue and Risk management

• Provide third line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Kocho’s customers focusing on Cloud and on-prem technologies.

• Understand SLAs in a production environment and proactively strive to meet the commitments.

• Provide detailed and effective communication to internal teams and customers. –

• Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.

• Follow through on issues with vendors for a timely resolution. –

• To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives and solution realisation to all of Kocho’s customers. –

• Develop and enhance cooperative interdepartmental relationships and communications throughout the company and with individuals external to the company.

Person Specification: 

Key Performance Indicators -

• Achieving satisfactory levels in Customer questionnaires
• To deal with the day to Day Incident volumes to a high level of service.
• To provide an exceptional level of service to all our clients.
• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise
• Gather technical knowledge to consistently increase your own skill set.

Skills and Experience:

• Degree in Computer Science or related.

• Excellent communication skills, written and spoken.

• Positive, enthusiastic and supportive individual

• Proven Customer service skills

• Ability to take ownership of and progress incidents to resolution

• Ability to work under pressure

• Ability to work in a team and to support team members

• Effective keyboard skills

• • Communication and interpersonal skills including listening, building rapport, establishing empathy and demonstrating awareness of internal and external issues in a calm and polite manner.

• Analytical Fault Finding

Must Have:

• Minimum 3 years 3rd Line support experience
• Exam AZ-800: Administering Windows Server Hybrid Core Infrastructure
• AZ-700 Designing and Implementing Microsoft Azure Networking Solutions

Desirable:

• Microsoft Azure AZ - 104 and O365 qualifications

The ideal candidate will have strong support experience across some or all of the following technologies: 

• Azure VMware Solution (AVS) support
• Containers and Service Fabric support
• Anti-Virus – Windows Defender / Sophos / Trend / Symantec
• 2012, 2016, 2019, Azure Windows servers
• On-prem Active directory / Azure Active Directory
• Microsoft SQL Server, 2012, 2016, 2019
• Good understanding of Exchange 2010, 2013, 2016, 2019
• Virtualisation (VMWare, Hyper V, Nutanix)
• Backups, On-prem Backup Solutions (Veaam)
• Storage (SAN / NAS )
• Monitoring platforms OMS / N-able
• Solid understanding of IT network Principles.
• LAN / WAN / Wi-fi
• Azure Networking (NSG/VNETs/VPNs)
• PowerShell
• Linux Server Ubuntu / Redhat
• VOIP (Cisco Unify Solution)

At Kocho, we prioritize transformation and diversity by integrating employment equity goals into our recruitment process. We are committed to fostering a diverse and inclusive workplace, reflecting individuals from all demographics and supporting individuals with disabilities.