2nd Line Engineer, Shift

Ensono is a well-funded private-equity backed business that is expanding its presence internationally. True partnership is the defining thing that makes us different from the competition. We pride ourselves on delivering focused complex managed hosting and cloud infrastructure services and solutions that enables our customers across all industry sectors to 'operate for today and optimise for tomorrow', simplifying complex business challenges and delivering immediate value. You will be part of the Service Operations Level 2 team, supporting Mission Critical infrastructure for Ensono's clients, delivering a responsive and exceptional support service you'll resolve complex technical client incidents and problems. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients' infrastructure. The 2nd Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively: Managing all requests logged into the queue Managing client communication on all tickets Conducting proactive and reactive problem management Reducing the number of repeat issues through root cause analysis Building strong client relationships by becoming a point of contact for clients Working with internal departments to mitigate client concerns Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - 'Ensono University', you'll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path. * Key Responsibilities * * Respond to client issues received by telephone, voice mail, e-mail and via the customer portal * Manage and complete scheduled tasks on time * Ensure effective client communications take place * Ensure the effective assignment and escalation of incidents to senior engineers where appropriate * Advise the Team Lead of emerging issues * Adherence to ITIL framework processes * Contribute documentation to the shared knowledge base * Ensure all changes are documented through the change management process * Execute change management tasks in line with defined processes * Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients * Assist and mentor team members in Ensono's structured approach to troubleshooting problems * Act as a role model and mentor for fellow team member. Knowledge * Possess a strong understanding of server and network infrastructure architecture * Good experience and hands-on troubleshooting of Microsoft Windows Server 2008 and/or 2012, Microsoft IIS, SQL Server, Active Directory, networking infrastructure, VPN * Good knowledge and understanding of internet/e-commerce technology and its importance to organisations. * An understanding of Infrastructure technologies like Storage Area Networks, Open Systems and Networking. * Additional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, ITIL. Skills * Good problem solving and analytical skills with knowledge of problem analysis * A 'client-centric' approach * Excellent demonstrable English written and verbal communication skills * Able to communicate in groups with confidence and conviction * Ability to multi-task and work well under pressure * Good team working skills are essential * Ability to document processes and procedures in a clear, concise and logical manner * Exceptional customer service skills * Ideally Microsoft Server 2008/2012 Qualified (MCITP/MCSE) * ITIL certification desirable Experience from a Managed Services background *Shiftwork is based on a 28 day rota with an average of 14 x 12-hour shifts (Night & Daytime - 8 till 8) per period. Primary Location City/State: Caerphilly, UK, Vale of Glamorgan Additional Locations (if applicable):