2nd Line Engineer

Excenta are a Managed Service Provider looking for a 2nd Line Engineer to provide high quality technical support to our customers based across the UK, Ireland and North America.

Excenta are a ‘born in the cloud’ MSP who use the latest in cloud technologies from vendors such as Microsoft and Amazon Web Services - we have no datacentre's, racks, servers or other physical equipment, we are fully invested in public cloud technologies such as Azure and Microsoft 365.

This is a great opportunity for someone with experience in 'traditional' IT solutions to develop skills in cloud and security technologies. As part of this role, the successful candidate will get to work with the latest Microsoft cloud services on a day to day basis, with the ability to learn and develop their skills with services such as:

• Azure Virtual Desktop
• Microsoft Sentinel
• Microsoft Defender for Cloud
• Privileged Identity Management
• Microsoft Defender for Endpoint
• Microsoft 365 suite of services
• Amazon Web Services

The role is working in a fast-paced Managed Service Provider environment, making sure our customers' cloud workloads are operational and remain secure, performing tasks such as:

• Providing quality support to our customers for incidents or service requests raised through our Service Desk, working with Active Directory & Azure Active Directory, Group Policy, Exchange Online, Windows Server, Remote Desktop Services and more.
• Responding to monitoring alerts for Microsoft Azure Iaas/PaaS/SaaS services, network connectivity and 365 services to proactively resolve potential issues as quickly as possible.
• Handling security alerts raised from monitoring for Microsoft 365 users and Azure workloads, for example, securing user accounts, inspecting suspicious user or admin activity, reviewing antivirus and EDR alerts and more.
• Reviewing, installing and testing the latest security and application updates using automation to customer environments.

Our day-to-day work comprises of ensuring the availability, security and good performance of all customer cloud-based services. We do this through our Managed Service which provides proactive expertise and IT operations to our customers - this could be reacting to new security vulnerabilities, resolving complex infrastructure incidents or delivering new solutions to meet customer requirements. All of this happens whilst working in the Azure and Microsoft 365 cloud infrastructure.

This is a hands-on role where the candidate will be expected to get involved in all levels of the Infrastructure operations, working on incidents, service requests and to communicate with customers frequently through our Service Desk tools and Teams meetings. The candidate may be exposed to migration projects and other consultancy work.

We offer hybrid-working, with employees working from home for 3-4 days per week and reporting to our offices in Coventry 1 day per week. All equipment required at home will be provided to the successful candidate.

Please note this role entails working on a shift pattern, working on the following rota:

• Week 1: 6:30am to 3:00pm
• Week 2: 9:00am to 5:30pm
• Week 3: 1:30pm to 10:00pm
• As our customer base covers the UK, Ireland and North America, our support shift patterns run in the late-evening during weekdays.
• On-call out of hours responsibilities (paid per rotation)
• Adhoc occasional out of hours work (paid overtime)

Roles & Responsibilities

• Responding to monitoring, performance and security alerts generated by our Cloud & Infrastructure monitoring solutions
• Completing security and operational tasks and processes and investigating and resolving all anomalies
• Providing first class support to our customer base for raised Incidents and Service Requests

About You
The successful candidate will be:

• A clear and concise communicator, who recognises the customer comes first at all times. Confident in talking with customers, the candidate will be comfortable with Teams meetings and telephone calls.
• Able to work closely not only with the Excenta team members but also with customer IT representatives, as an extension of our customers IT capabilities.
• Experienced and familiar with a Service Desk environment and able to prioritise effectively of their own accord.
• Keen to develop and learn new skills in Microsoft solutions and cloud services, IT security and achieve and retain certifications in key areas.
• Able to ‘dive’ into and understand or learn the detail in required areas, to provide the appropriate solution to a problem or request

Your Skills & Experience

The successful candidate will have strong experience in the ‘traditional’ Microsoft Windows Server solutions such as:

• Active Directory & Group Policy
• File & Print services
• Remote Desktop Services
• PowerShell scripting

They will also have experience in the following areas, such as:

• TCP IP Networking – a fundamental understanding of networking equipment and connectivity such as VPNs.
• Experience administering Microsoft Office365 for Email, OneDrive, Teams & SharePoint.
• A fundamental understanding of good and bad IT security practices and associated software such as Antivirus, Email Filtering & Web Filtering solutions

It will be advantageous if candidates have the following skills and experience:

• Previous experience working in Managed Services.
• Any valid Microsoft certification in areas such as Windows Server, Azure or Office365 / Microsoft365
• Knowledge of Linux administration eg Centos or Ubuntu

Remuneration Package
A generous remuneration package is offered:

• Salary of £22,000 to £32,000 per annum
• Annual Bonus dependent on individual and company performance
• On-Call payment for each rotation
• Paid Overtime
• Company Pension
• 20+ days Annual Leave, increasing per annum
• Funded Training and Certifications at Company discretion

Job Types: Full-time, Permanent

Salary: £22,000.00-£32,000.00 per year

Benefits:

• Company pension
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Performance bonus

Ability to commute/relocate:

• Coventry: reliably commute or plan to relocate before starting work (required)

Experience:

• Active Directory: 2 years (required)
• Microsoft Windows Server: 2 years (required)
• IP networking: 1 year (required)
• Microsoft 365 administration: 2 years (required)

Work Location: Hybrid remote in Coventry