This is a fantastic opportunity to join our existing System Operations team as a Tier 2 Server Support Engineer. Our SysOps team provides support for a wide range of products including Azure, Exchange, Citrix and a variety of backup and email filtering technologies. 

You will provide a technical response/fix to any incidents raised from alerts on the monitoring platform, deal with any changes and service requests reported by Daisy Customers and perform second line diagnostics. 

• Job Title: Tier 2 Server Support Engineer
• Location: Birstall
• Salary: DOE

What will you do?

• Provide support for our customer's technical services including changes and service requests within agreed service hours and to agreed SLA's
• Work in conjunction with the front line analysts and Senior Systems Engineers to provide incident triage, resolutions and identify root cause
• Escalate incidents that cannot be resolved through triage to the appropriate resolver
• Provide solutions, fixes, resolutions and classifications to the form of documentation and guides that will be driven back to the service desk. 
• Oversee technical incident resolution and problem management in line with ITIL framework. 
• Maintain your technical skills, upskills to cover all relevant technologies when required and keep abreast of new developments in your relevant technology. 
• Participate to Change Management process, creating and updating CAB requests as appropriate and attending CAB meetings to ensure proposed changes do not compromise infrastructure availability
• Establish effective working relationships with key parties including both internal and external stakeholders
• Instigate and work within a CSIP to drive better quality and improved service at Service Desk and Front Line Ops level.
• This role is a point of technical escalatation for the Service Desk. Success will be measured by a visible and reportable reducation in escalations from Service Desk to Support.

Essential:

• Demonstrable experience working in End-User Support, System Support or a Senior Service Desk role preferably within a Service Provider environment
• Qualification and/or relevant experience in Microsoft Office, Active Directory, Exchange and Windows Server
• Good working knowledge of TCP/IP, DNS, WNS and DHCP
• Experience of Virtualisation (VMWare, Hyper-V), SCCM, Citrix and basic networking
• Capability and understanding of problem management and change management
• Ability to demonstrate strong communication skills explaining technical solutions in a non-technical manner
• Knowledge of understanding OLA's, SLA's and KPI's
• Knowledge of the ITIL framework

• Azure or Office 365 qualification
• ITIL Foundation Certification
• Knowledge and experience working with HP Service Centre and backup technology such as Backup Exec, Asigra, Dataprotector and Veeam

What are the benefits of working at Daisy?
Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• 25 days holidays, plus bank holidays, and the option to purchase more!
• Professional development to help you achieve your personal goals
• Eye care vouchers available and discounted Medicash membership
• Access to discounts and savings at more than 1,200 retailers
• An additional day off on your birthday or if you're getting married
• Auto enrolment following probation into a salary pension scheme
• Access to exclusive offers on a range of Daisy products