Managed Services Specialist

Managed Services Consultant L2/L3

Brennan. Where true performance thrives.

True Performance System

Why join Brennan

True performance for our customers starts with a true belief in our people.

It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities.
• An environment that embraces learning and development

The Role

As a key member of the Managed Services team, you will be providing onsite and remote IT support to our Managed Services clients. You will provide 2nd and 3rd level IT support for your assigned clients. This role requires someone that has the ability to solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner.You will take complete technical ownership of your assigned clients, and ensure we deliver excellence in customer service, provide the highest possible level of technical assistance, while adhering to service level agreements. The role requires a very advanced degree of technical skill across a broad range of areas in IT infrastructure and a good understanding of ITIL processes.

Role Responsibilities

• Ensure support SLA targets are achieved
• Provide L2/3 support for service delivery teams and resolve technical issues
• Ensure adherence to ITIL standards, specifically in executing effective Problem and Change Management processes to minimize impact and risk.
• Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed.
• Ensure service quality through technical competence and attention to detail
• Strive for high levels of customer feedback scores
• Maintain effective communications with your clients
• Ensure adherence to our Service Delivery policies, processes and procedures
• Work with Senior Consultants and Account Management staff to ensure effective management of the client base
• Obtain and maintain industry certifications
• Pursue select areas of IT specialisation
• Identify opportunities to productise new services and offerings
• Utilise your technical specialist skills to help build new products
• Develop new strategies to increase efficiency in the systems
• Perform system analysis and recommend improvements

Key Competencies and Qualifications required

• Minimum of 8 years IT experience, with managed Services provider exposure preferred
• Advanced skills in Wintel environments and broad range of technologies
• Advanced skills in Active Directory and Office 365 management
• Maintain expertise in public cloud technologies (Azure/AWS) to ensure efficient, secure, and resilient cloud infrastructure operations
• Advanced knowledge of servers, storage and associated hardware
• Advanced experience working with virtualized environments such as VMWare/Hyper-V, including failover clusters
• Windows Server Administration (2016/2019/2022)
• Active Directory, DNS, DHCP, Group Policy, Entra ID
• VMware / Hyper-V Virtualization
• Public Cloud Administration (Microsoft Azure , M365 and/or AWS)
• Monitoring tools (SCOM, N-Able, Logic Monitor)
• Experience with modern Endpoint Protection and Detection platforms (EPP/EDR/XDR) such as Microsoft Defender, SentinelOne, CrowdStrike, Sophos, or Symantec.
• Citrix / WVD management and application publishing including upgrading, managing securely and administration

Brennan