Engineer, Enterprise Service Desk

Overview -

The Enterprise Service Desk Engineer supports and maintains a multi-tenant hosted infrastructure, acting as an escalation point for complex technical issues. The role includes administration of Citrix, VMware, Microsoft server and messaging platforms, proactive monitoring, and vendor coordination. This position works closely with support teams and provides periodic out-of-hours escalation support to ensure platform stability and service continuity.

This job description sets out the general nature and main duties of the role and is not an exhaustive list. The post-holder may be asked to undertake other duties of a similar nature and level that are reasonably required. ABACUS may update this job description from time to time to reflect changing business needs and will consult with the post-holder before making any significant changes. This job description does not form part of the contract of employment.

Responsibilities (including but not limited to the following):

• Respond to escalated issues from CSE and Remote Support teams in a timely fashion
• Ownership and follow up of pending issues to resolution
• Management of Multi-tenant hosted Citrix platform in a team based environment.
• Respond and action alerts from centralized management system to maintain health of platform
• Management of VMware virtualized environment in a team-based environment.
• Management of Multi-tenant hosted Exchange platform in a team based environment.
• Management and maintenance of physical datacenter resources.
• Work with vendors and other services providers to resolve client escalated issues
• Provide off hours support on a rotating schedule every 2-3 months as escalation for helpdesk team.
• Have high interaction with Helpdesk team fostering positive and effective working relationship
• Provide weekly status updates on outstanding tickets and current projects
• Must be able to cover a range of shifts between 7am – 6pm, including during colleague holidays and sickness

Skills

• Advanced Knowledge of Microsoft Windows Server 2012/R2/2016 Active Directory and Exchange 2013/2016 and Office 365.
• Hands on experience working with Cisco Call Manager (Cisco UCSC)
• Strong understanding of networking concepts TCP/IP LAN/WAN DHCP DNS Routing Switching and Firewalls
• Solid working knowledge of Citrix Xenapp 7.x
• Knowledge of mobile device management software (Intune)
• Knowledge of antivirus and anti-SPAM software (Proofpoint, Mimecast.)
• Familiar with Storage Area Networks (Nimble and PureStorage) and Virtualization (vCenter)
• Familiar with public cloud hosting platforms (Azure and AWS)
• Scripting knowledge (VB Batch WSH PowerShell)
• Linux experience would be advantageous
• Highly logical thinker and skilled in identifying root cause of problems.
• Must be able to work both independently with limited supervision and in project team oriented work groups.
• Must be able to work in a multicultural environment and must be seen as an ambassador of goodwill.
• Must have availability to work nights and some weekends should the need arise

Qualifications

• AS Degree required BS/BA Preferred in MIS Computer Science or similar focus
• Microsoft Certified (MCSE) a plus
• VMWare Certified (VCP VCA)
• Minimum 3-5 years of experience in a senior service desk role

The benefits package consists of

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.