L2 Server remote infrastructure support

Overall purpose of the job:
• Provide 1 st & 2 nd Line remote Infrastructure support to our customers. • Primarily responsible for managing and owning support tickets and driving customer issues through to resolution. • To support the Managed Services Technicians (1st line) to resolve issues that come into the service desk acting as a point of escalation for more challenging issues. • Plan and implement infrastructure changes within agreed SLA’s. Key responsibilities for this job: • Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analyzed to prevent future occurrences, and that call resolution priorities are met. • Respond to proactive alerts and conclude them to resolution • Escalate problem calls within the Cloud team to meet Service Level Agreements and ensure maximum level of customer satisfaction. • Troubleshooting customer technical faults and collaborating with external vendors and service providers to achieve fault resolution. • Proactively identify and investigate problematic issues, raising a subsequent problem ticket to manage the workload. • Work as a team to deliver timely resolution to customer requests from telephone and email. • Maintain an understanding of the internal escalation process. • Jeopardy management to reduce escalation and SLA breaches. • Maintain professional working relationships with customers, suppliers, and work colleagues. • Any other fair and reasonable task or duty assigned to you by your manager, or other senior staff member. Knowledge and experience required: Professional Experience: • Minimum 3 years’ experience supporting Windows Desktop and Server OS in a public and private cloud environment. • Previous experience working in a fast-paced international support role. • Ability to provide a customer focused service to committed Service levels. • Ability to work under own initiative, manage own time, and work to deadlines. • Ability to manage own workload and support the wider team. • Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities. • Proven ability to identify and resolve challenging technical problems. • Sound judgement with demonstrable understanding of when and how to escalate issues. • Ability to work with minimal supervision and manage a heavy workload. • Proactive approach in knowledge transfer and updating documentation to support the wider team. • management, service delivery teams and customers.Technical Skills: • Experience in administration, management and support of Windows Server and Desktop OS. • Experience in configuration and maintenance of Active Directory Services, MS Exchange, SQL, and Office 365. • Capable of supporting VDI Solutions (Azure Virtual Desktop, Citrix, RDS). • Working knowledge of VMWare & Hyper-V configuration and support is essential. • Good knowledge of managing resources withing Azure infrastructure. • Strong understanding of network fundamentals (Security/DHCP/DNS) • Understanding of Scripting languages (PowerShell/VBScript) • Understanding and appreciation of ITIL Frameworks • Hands on experience of administrating and supporting backup solutions such as Veeam, BackupExec, Commvault • Experienced in creating and maintaining high quality configuration Management Documentation. • Applicants will ideally be either MCP, MCSA, MCSE or VCP certified