Reporting to the RMC Shift Supervisor, the primary function of this role is to provide a technical response/ fix to incidents (raised from alerts on the monitoring platform), changes and service requests reported by Daisy customers, performing second line diagnostics to resolve or identify the best possible next escalation path. This role is based within a Department that provides 24x7x365 cover.
The successful candidate will require previous technical experience with a proven ability to perform technical diagnostics and administration across some/all of the following technical areas:
Windows Server Operating and Administration systems, Microsoft Office, Remote Control Software i.e. VNC, SMS, PC Anywhere, RDP, backup technology such as Backup Exec, virtual solutions, SAN storage, Networking and Security software, Microsoft Exchange, troubleshooting network issues which may include multi-vendor Routers and Switches and a variety of security devices including raising issues to, and troubleshooting with, service providers.
The successful candidate is required to communicate with customers on a highly technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
This role will require a flexible and enthusiastic individual who is able to apply all company and departmental policies, procedures and work instructions to their daily tasks, and proactively contribute to improving these where possible. This position will require proven engineering experience within a relevant industry and a good appreciation of relevant engineering standards and procedures. It will also require the ability to build rapport and maintain strong technical relationships with our internal and customers to help drive and improve our quality of service.
The successful candidate will be willing to apply themselves to a diverse range of work and meet and exceed customer expectations and service levels. The candidate must display a desire to learn and understand new technologies, achieve objectives agreed with their Leader and develop and maintain an excellent working relationship with colleagues.
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