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05.05.2021, Ref.#: bb-bg16
★★★★★ 3rd line technical support engineer Cloud Environment, БАКБОУН (БГ) ЕООД
Месторабота София; Постоянна работа; Пълно работно време
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3rd line technical support engineer Cloud Environment

Job description
This role calls for an experienced 3rd line engineer with exceptional communication skills, utmost professionalism, a logical approach to troubleshooting, a demonstrable experience and proven track record of designing, deploying and supporting multiple customer’s hosted and on premises infrastructures

RTW Hosting / Backbone is one of the UKs leading premium service providers, whose customers range from small 5 user SMEs to larger organizations of 200+ users. The company provides both Hosted and On-Premise IT services to a growing UK customer base.

Joining our Support team as the principle 3rd line server engineer your focus will be to technically manage all the on premise customer infrastructures and provide escalation support and technical direction to all the 1st and 2nd line support team engineers.

The successful candidate will technically head up an office based team dealing with day to day reactive troubleshooting issues and proactive infrastructure management.

Responsibilities and Duties
• Design IT solutions based on client's business requirements
• Implement IT solutions that have positive impacts on our clients
• Work directly with clients to ensure systems meet business needs
• Provide technical leadership and mentoring lower members of the team
• Be the experienced expert that can serve as an escalation point to solve problems
• Define best practices and develop specific client solutions utilizing proven solution templates
• Play a key role in growing our business by ensuring our service delivery continually evolves and becomes more process and standards driven
• Periodically take support calls after hours (we provide emergency 24x7x365 support and as such the Senior engineers need to be available out of hrs. 1 week in 4)
Qualifications and Skills
• 5+ years of IT Engineer level experience
• MSP (Managed Services Provider) experience is a plus (we have to track time and work with a diverse group of clients)
• You love technology and are ready to be the go to expert
• Professional, self-managed, enthusiastic IT expert who enjoys working with people
• Organized, problem-solver who completes tasks thoroughly and efficiently
• Attention to detail and a desire to "do things right" the first time are essential
• Expert at designing and deploying cutting edge IT systems the RIGHT way.
• If you’re passionate about helping people deploy and maintain IT the RIGHT way, you’re the person we want.
• Proven technical leader who likes mentoring team members
• Strong technical and troubleshooting skills
• Strong interpersonal and communication skills
• Experience delivering managed cloud, and onsite services
• Strong Exchange Server experience is an advantage
• Experience of Terminal Services or considered an advantage
• Virtualization based on Microsoft Hyper-V & VMware
• Strong Understanding of Powershell
• RMM (Remote Monitoring and Management) tools
• Microsoft Windows Server & Windows desktop operating systems
• Microsoft 365 and Azure expertise
• Firewall routing and switching technologies
• Storage, backup, and business continuity expertise
• IT audits and assessments

Backbone invests in our employees and provides excellent benefits.
• 20-paid days off per year (increasing 1 day per year of service plus, you also gain all of the UK holidays as they are non-working days and the Bulgarian ones are either paid double or you can take)
• Medical insurance (including dental, and vision)
• Fitness Card Multisport
• We also encourage and sponsor our employees to certify in anything deemed useable for the company, Including and not limited to Microsoft/VM Ware/ Cisco Certification’s
• Flexible working hours. We offer a family friendly working pattern where the engineer can work his or her working day with a start time between 07:30 - 10:30 for 3 weeks of the month and then 1 week of 10:30 - 19:30.

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