Working in conjunction with Front Line Ops and Managed Hosting Engineers to provide incident triage and resolution but equally to identify problems/root cause and back up such activity with appropriate documentation for population into our knowledge base; providing resolution of customer incidents escalated from the Service Desk.

Ensuring that incidents and are resolved within SLA’s. Incidents will be resolved either directly or through guiding Managed Hosting Engineers in resolution.

Have the ability to explain complex technical issues in a non-technical way and provide resource for small project implementations.

As a subject matter expert within Azure you will be assisting various teams through knowledge transfer/training and guidance on best practice, while ensuring you stay up to date on the latest Azure developments.

Responsibilities

• Responsible for providing 3rd line investigation of customer incidents escalated to the team and quickly triage to identify known fixes.
• Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.
• Understand the need to and know when to escalate to the Operations/Duty Manager on identification of a major incident.
• Have the capability and confidence to take lead of a virtual Incident Management team liaising with engineers from various technical fields.
• Work in conjunction with the Managed Hosting Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.
• Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.
• To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customer’s systems availability.
• Service restoration must be at the forefront of incident resolution in order to meet contractual SLA’s & OLA’s.
• As part of this role, there may be a requirement to work on an Out of Hours rota as agreed, depending on business decisions.
• To instigate and work within a CSIP (Continual Service Improvement Plan) to drive better quality and improved service at Service Desk/Front Line Ops and Tier 2 through documented solutions, guides and feedback.
• Carry out any ‘ad hoc’ assignments as and when required.

• Minimum 3 years experience working in Systems Support, 2nd/3rd line support roles in a Service Provider / Outsource environment of which a minimum 1 year experience Supporting Azure infrastructure in a 3rd line support capacity.
• Excellent experience within Azure using SaaS, PaaS and IaaS.
• Recognised certifications and/or relevant experience of the Office 365.
• Demonstatable knowledge and experience of Powershell scripting.  
• Excellent experience in managing Virtual Environments (VMware, Hyper-V), Managing Active Directory, ADFS, & Group Policy
• Excellent working knowledge of TCP/IP, DNS, WINS and DHCP.
• Good knowledge of remote software and tools.
• Proven capability and demonstrable experience of problem, incident and change management. Demonstrable ability to identify service restoration workarounds whilst developing root cause fix.
• Ability to share knowledge and experience with colleagues.
• Excellent communication and documentation skills including experience writing technical documentation.
• Thorough understanding of OLA’s, SLA’s and KPI’s.
• Excellent understanding of the ITIL framework.
• Working knowledge of Exchange, SCCM, Citrix, Networks, Replication, storage and Backup technologies such as Veeam/Backup Exec/Asigra and how they interact within an overall technical solution.

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…

• Up to 38 days holiday, plus bank holidays
• The day off on your birthday!
• Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals. 
• Access to excellent discounts and savings at more than 1,200 retailers
• Access to exclusive offers on a range of Daisy products