Managed Service Engineer (SDE), Remote Based
We are seeking a highly skilled Managed Service Engineer (SDE) to join our dynamic team, providing proactive technical support, delivery, and management within a Managed Service environment. As the lead technical resource, you will engage with key stakeholders, assist in the design and implementation of managed services, and drive the adoption of best-in-class solutions through ROC offerings.
In this pivotal role, you will collaborate across various business units, working closely with Commercial Account Managers and sales staff to scope technical solutions and transition plans for new managed services. You will also be responsible for troubleshooting complex incidents, supporting change requests, and ensuring smooth transitions for new clients.
This is an exciting opportunity to work at the forefront of technical service delivery, contributing to the success of our customers and growing within a forward-thinking team.
Key Responsibilities
* Proactive Monitoring & Support: Oversee monitoring of the internal network to identify and resolve issues related to availability, capacity, and performance management. Ensure proactive remediation of recurring incidents.
* Change & Incident Management: Review and manage all network changes (both on-premise and in Azure), ensuring proper logging, alerting, and reporting to support performance and security monitoring.
* Windows & Vulnerability Management: Manage patching processes and vulnerability management using industry-standard tools, ensuring timely remediation of security gaps and compliance with company policies.
* User Account Management: Oversee the creation, modification, and deletion of user accounts across on-premise and Azure environments, ensuring adherence to security best practices.
* Disaster Recovery Planning: Coordinate and execute annual disaster recovery tests to ensure operational resilience.
* Documentation & Handover: Maintain comprehensive documentation of processes, systems, and environments. Support smooth project handovers to the delivery team, ensuring clear and effective communication throughout transitions.
* Technical Leadership: Serve as the final level of technical escalation for customers' technical teams. Provide expert troubleshooting support, oversee problem management, and handle complex change requests.
* Proactive Technical Guidance: Provide ongoing guidance and advice to both internal teams and customers, supporting best practices and continuous improvement.
Knowledge, Skills, and Experience
* Strong knowledge of ITIL frameworks
* Experience with patching processes and cycle management
* Expertise in Microsoft Server Infrastructure (Hyper-V, Active Directory, Clustering, SCVMM, SQL Server)
* Familiarity with Backup Solutions (especially Veeam)
* Experience in Data Centre Management (HP Server Management, SIM/ILO)
* Knowledge of Virtualization (Hyper-V, VMware)
* Proficiency with UK Cloud/Azure platforms (AD, Billing, Security, Analytics, etc.)
* Networking skills (Switching, Routing, VLANs, IPAM, Cisco)
* Experience with Cloud Migration (Exchange - Hybrid)
* Experience with Intune, Endpoint Protection (McAfee, Microsoft), and FortiGate/SonicWall firewalls
Desirable:
* ITIL v4 Foundation certification
* Experience in Managed Service Provider (MSP) environments
* Microsoft or Networking certifications
Experience & Qualifications
* Minimum 5 years of experience within a Managed Services environment
* Proven experience in engaging with senior customers and internal stakeholders, including directors
* Experience managing Change, Problem, and Major Incidents