Job Description. Out of Hours Support Engineer JD-OOHSE-V1.0

Transcription

1 Job Description Out of Hours Support Engineer JD-OOHSE-V1.0

2 Introduction and summary Out of Hours Support Engineer We are looking for a bright, experienced and autonomous support engineer to provide professional technical support to our customers out-of-hours, working from our high-specification data centre and NOC in Bermondsey, London. This will primarily consist of providing ticket and phone support to Krystal s large cloud hosting and VPS customer base, working as part of a growing support team based both remotely and on-site at the data centre. Applicants will be directly employed by Krystal, however their duties will extend to providing the same level of enterprise support to Netwise Hosting s colocation and dedicated server clients, which includes providing remote hands and the handling of client access to site. Additionally, applicants will take responsibility for monitoring critical data centre infrastructure and following the necessary procedures to fault resolution, ensuring that customer expectations are met or exceeded at all times. This role is a joint technical support venture between Krystal and Netwise Hosting, with responsibilities spanning both organisations. Job title Out of Hours Support Engineer Department Support Reports to Technical Manager and Managing Director Consults with All levels of management Salary 28,000 to 32,000 pa, depending on experience Job location Bermondsey, London (UK) Term of employment 3-month probation followed by full-time position Working hours 8pm to 8am, Thursday to Sunday (nights)

3 Responsibilities & requirements Main responsibilities Receive and take ownership of first line support requests from customers, acknowledging enquiries and conducting the works at the earliest opportunity. Liaise positively and proactively with customers to resolve any issues, providing prompt and accurate feedback throughout. Follow standard procedures for the proper escalation of unresolved customer issues to the appropriate internal teams. Autonomous research, diagnosis and troubleshooting wherever possible. Accurate recording keeping using internal systems, with all shift related reports and checks completed and handed over to the Technical Manager as per internal processes. Buildings are kept clean, safe and secure by rigidly following safety and security procedures, and in conjunction with accreditations and standards. Handling any on-site visits to the data centre by customers, including identification checks and the following of all physical access procedures. Monitor and check critical network and power distribution infrastructure and escalate alarms and / or anticipated problems to ensure continued provision of service. Ensure that all escalation processes are followed as required. Essential requirements Autonomously Excellent - you possess the skillset required to self-solve a wide range of problems, and when you don t know how immediately, you figure a solution out General computing literacy ( , SSH, RDC etc) Experience with cpanel and WHM Basic Unix/Linux and Windows server management experience Basic TCP/IP network understanding Security conscious Self-motivated and highly flexible Excellent client-facing skills Ability to deal with people at all levels Excellent written and verbal communication skills Strong administrative and organisational skills Works well under pressure and to deadlines/targets Highly desirable experience OnApp and LAMP experience WHMCS experience Knowledge of end-user applications such as Wordpress, Joomla, Magento etc Cisco CCNA / CCIE qualification Mechanical or electrical experience Understanding of security best practises

4 Perks of employment We pride ourselves enormously on offering our team members the very best in employment perks and benefits. World-class technical environment Being based at the Netwise Hosting facility means that you will enjoy working in a world-class environment, with a dedicated NOC area, three-screen workstation, staff and customer lounges, showers, and much more. Operational involvement Your duties will not simply end at first line technical support. We would like applicants to take a deeper interest in both businesses, and have direct involvement in ongoing projects, both for customers and internally. Generous holiday New staff enjoy 31 days of holiday per year. Additional loyalty holiday Staff earn additional days of holiday in line with the length of their service. Holiday buyback We will buy back any unused holiday from you at the end of the year, above the statutory minimum. Social We meet regularly throughout the year as a team and travel, bed and board are provided. In the past we ve spent a night at the museum (Natural History), skydived (indoors!) and been ice skating.

5 More about us Krystal Krystal is one of the UK s fastest growing hosting companies, with 14 years experience in the delivery of world-class cloud and VPS hosting. With an enviable positive rating of 9.5 on TrustPilot, and a growing base of over 12,000 clients, Krystal are a real shining light in the hosting industry. Customer support is an area of keen focus for Krystal, which is why so many businesses and individuals around the world entrust them with their online operations. Krystal owns and operates a large, scalable multilocation cloud platform which is delivered from several key UK data centres, with their London locations provided by Netwise Hosting. Netwise Hosting Netwise Hosting design, build and operate bespoke data centres in and around London, with their latest 11,000ft 2 flagship facility located in Bermondsey. A young, dynamic and highly-agile team sit at the helm of the company, which has evolved organically over the past decade to become one of London s leading independent data centre operators. Netwise work closely with a growing collection of both local and international businesses in delivering missioncritical data centre services from their best-in-class private and on-net European facilities. Much like Krystal, Netwise Hosting are on a trajectory of real growth, which brings with it the need to expand inhouse supporting operations for its customers. Working together Krystal and Netwise have a very close and healthy working relationship, and leverage this in delivering a harmonious hands-on support operation from Netwise Hosting s NOC, situated inside their flagship London Central facility. This provides a fantastic blend of interesting and rewarding work to engineers on-site, who will encounter a wide-range of both software and hardware issues to be resolved in a professional manner.

6 Apply If you meet all of the minimum requirements and would like to join a dynamic and successful team where you will have the scope to define your future success, please us at: cv@krystal.co.uk Please also copy in: info@netwisehosting.co.uk We kindly ask for no submissions from agencies.