Cloud Engineer
Location - Remote - UK
For over 30 years Ultima has offered end to end solutions for clients across the globe including Fulfilment, Managed & Professional Services as well as innovation via our Ultima Labs division.
Our Managed Services division is in a period of extensive growth; we utilise cutting edge technology & solutions to deliver a world class service to our clients.
The role of the Senior Technical Support Cloud Engineer is to provide Infrastructure managed service and IT support for a key client and their IT teams. Engagement with client to investigate, present and implement project deliverables in line with the skills and experience of the role.
The Engineer will be completely self-motivated with an ongoing desire to maintain and expand their knowledge with a focus on quality in line with Ultima's ISO certification and commitment to its clients.
The candidate will be required to primarily work from within Ultima’s ITSM platform aligned with ITIL principles to troubleshoot and resolve incidents, along with completing service and change requests based on the associated Managed Service contract of the client.
MAIN DUTIES AND RESPONSIBILITES
* Supporting the Team Lead in the identification and delivery of technical training opportunities for Technical Support Engineers.
* Provide an escalation point and offer technical guidance to Technical Support Engineers.
* Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
* Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
* Contribute to the continuous service improvement plan for the team processes and procedures.
* Perform a series of routine proactive checks to ensure the prevention of incidents and service interruption.
* Escalate issues to relevant Partners, Internal Teams and Client Escalation contacts in line with the P1 Incident Management process.
* Act as a point of escalation for the wider team as well as to the Service Desk Teams for infrastructure and complex end user incidents.
* Prioritise and respond to incoming requests ensuring ITIL best practice ticket management is adhered to.
* Providing technical assistance to a key Ultima client and their IT teams in line with the agreed SLA’s.
* To always represent Ultima to our client in the most professional way and continually demonstrate our core company values.
* Supporting the Team Lead in the identification and delivery service improvement initiatives.
* Ensure that all assigned activities are approached and handled in a consistent logical way and, where possible, in line with the appropriate Standard Operating Procedures and/or Company (ISO) quality standards
* To always represent Ultima to our client in the most professional way and continually demonstrate our core company values.
* Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses.
* Perform routine proactive checks to ensure the prevention of incidents and service interruption.
* Escalate issues to relevant Partners, Internal Teams and Escalation contacts in line with defined escalation processes.
Additional activities and responsibilities not covered within the above may also be required as part of specific projects or the wider role of a Senior Technical Support Engineer
ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE
* To be knowledgeable and able to demonstrate in depth technical understanding across several of the skills and technologies below:
* Microsoft Azure infrastructure platform support (Compute, Storage, Data protection, Update Management, Azure DNS)
* Azure concepts such as App registrations, Enterprise applications, RBAC, Identity Access Management
* Azure VMware Solution
* Microsoft Server Operating System
* Linux server
* Microsoft Active Directory, Azure Active Directory
* Git
* Powershell
* Azure DevOps, CI/CD Pipelines
* Devops experience
* Infrastructure-as-Code tools such as BICEP and ARM templates
* Awareness and understanding of Cloud infrastructure security concepts.
* An understanding of DFS-Namespace services.
* Previous experience in a 2nd/3rd Line or similar Support role as part of a team.
* Experience using a ticket management system, creating/updating & logging tickets following an ITIL methodology.
* Experience managing multiple simultaneous activities.
* Excellent levels of both written and verbal communication skills.
* The ability to work both independently and as part of a team.
* The ability to manage time and prioritise activities.
DESIRED KNOWLEDGE, SKILLS & EXPERIENCE
The ability to demonstrate knowledge in some of the below would add significant value to your application. Training and development in these technologies/solutions will be provided if required.
* ITIL Foundation v4 certification
* Experience or understanding of Agile delivery methods
* Certification in any of the above technologies.
* Patch management experience
* Microsoft Intune management
Our Commitment to You
We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.
Not sure you meet every single requirement?
People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.
Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.