Department: Professional Services
Employment Type: Permanent - Full Time
Location: Remote, UK
Description
The Managed Services Team is part of the wider services business which is responsible for the delivery of a range of technical services to support a range of software products specifically for Colleges, Universities and libraries
The role involves technical support, installation and upgrades to support a managed service and delivering project work to customers.
Key Responsibilities
* Delivering a service which ensures all customers can achieve best value for ESS products thereby improving customer outcomes.
* Deliver high quality technical support, configuration to support UNIT-e and CEDAR student management information solutions.
* Creative problem solver, ability to work independently and collaboratively within a team and deliver work against agreed timescales
* Ensure all relevant issues encountered in association with the delivery of projects are fed back to the relevant managers/customers in a professional and timely manner, acting proactively to obtain resolution of the issues.
* Develop a highly collaborative and positive relationship with the customer.
* Work with our internal infrastructure teams to support hosted customer implementations
* Perform upgrades of UNIT-e/CEDAR to managed service customers
* Support Azure based cloud product solutions
* Provide documentation on work delivered
* Provide detailed outcome information on College infrastructure as part of managed service contracts.
* Provide troubleshooting support on a range of technical problems
* Advocate process, technical changes to improve services & quality
* Participate in self-evaluation process to enhance and improve personal performance.
Skills, Knowledge and Expertise
* Knowledge of SQL server installation, configuration, Setup, SQL Server, best practices
* Windows Server, IIS (Windows)
* SQL Server Reporting Services
* Database structures
* Security and permission of Windows Services
* DNS, Firewall and Security
* Deployment of container images
* Digital Certificates
* Experience in using and deploying software
* Knowledge of cyber essentials best practices
* In-depth knowledge of the principles of Information Systems, including complex relational databases, creation, interrogation and information extraction
* Excellent verbal and written communication skills.
* Pro-active, strong organisational/time management skills and the ability to manage multiple projects simultaneously
Desirable
* Experience of Azure based technologies to support an increasing number of natively hosted products
* Oracle installation, configuration, database structures and best practices
* Certifications from Microsoft, VMWare, Cisco, Fortinet, Veeam or Ubiquiti
* Understanding of modern networking (SD-WAN, SASE, ZTNA)
* Educated to Degree level of equivalent in an IT related subject