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About The Role Through a culture of collaboration, learning and opportunity, Customer Support is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency. The Technical Operations Team provide a 2nd/3rd line level technical support to UK business customers. As a team of experienced engineers, we are responsible for the swift repair of complex customer issues where there is no known or documented resolution. We are passionate about effective troubleshooting as well as a second-to-none customer experience. The team are kept on their toes by supporting new and exciting services as the technological world continues to evolve. Here are some of the technologies a successful candidate can expect to provide support for: SD-WAN solutions incorporating Fortinet, Draytek and Meraki devices Managed LAN and wireless solutions Cisco-based large-scale networks including MPLS designs Managed Firewalls SSL VPN Connectivity solutions from Dedicated Ethernet to Broadband VoIP and Hosted Voice Let's cover some of the duties and responsibilities of an engineer in the Technical Operations Team: Effective troubleshooting of live complex customer issues ranging from high priority business-critical faults, to requests for information regarding their solution. Managing incidents by providing quality customer updates as per Claranet's SLAs, whilst maintaining detailed notes in our Service Now ticketing system. Contributing to Problem Analysis of technical tasks such as root cause analysis, problem management tickets and post-incident review. Excellent customer service provided via telephone, our customer portal or even in video conference with clients. Engagement with additional technical resources outside the team to aid in resolution of incidents, whilst keeping ownership of the customer experience. Great working relations with our Service Desk and 24/7 operational teams, for which we act as an escalation point. The Technical Operations Team frequently engages in delivering training or answering ad-hoc questions from our 1st line teams. Keeping up to date with new and exciting technologies and services that make their way into our Support world. As a senior team we are an important part of ensuring that new services are well supported and documented for the consumption of our department. Production of documentation to improve our efficiency as a team and wider department in the form of guides, customer solution information, troubleshooting processes and so on. About You Behavioural competencies - organisational and behavioural fit Professional and articulate Flexible and creative in solving problems Learn and adapt quickly to changing situations The ability to manage ones' own time effectively while balancing multiple priorities Self-motivated and able to work under pressure Critical competencies - technical fit Experience in IT Managed Service industry with knowledge in Cloud, Security, network or modern workplace services Experience managing workloads including incident resolution and problem management Strong awareness of the managed services market and an understanding of the technologies and skills needed to deliver high quality customer service
Our growing Technology team plays a key role in ensuring OS is at the cutting edge of geospatial capability and is looking for people to join them. Its mission is to work across the business to provide customer centric design and technology services. Join us and you'll have an opportunity to make an impact. To empower projects that deliver real-world benefits across Britain and internationally. To hear our customers say they couldn't have done it without us. And to be central to OS's vision: to be recognised as world leaders in geospatial services; creating location insight for positive impact. About the role This is an exciting opportunity to join the server support team within Technology IT Services as a Server Support Technician. You will be responsible for providing day to day support and the running of the Linux and Windows server platforms, both physical and virtual, which host many of the applications essential for the successful running of Ordnance Survey. These platforms are hosted at our on-premises data centre and in the Microsoft Azure Cloud. Your duties will include responding to tickets, building and configuring servers, installing applications, and working with engineers to troubleshoot problems primarily supporting our Linux estate. The team's focus on delivering a robust and resilient platform to ensure that the IT estate is safe and secure will mean that monthly patching and security tasks are a regular part of your role. As part of your ongoing development, you will engage in project activities. The team provides hybrid on-site/remote support between 08:00 and 17:00 Monday to Friday and a rota system is in place to ensure that these hours are covered. Additionally, 24x7 support for the server estate is provided out of hours and once you've achieved the appropriate skill level you could be expected to join the on-call team when a vacancy arises. You will be expected to come on site when required. What we're looking for If you are interested in joining a team that lies at the heart of what OS is about, we are looking for someone that can demonstrate skills and experience in:? Linux administration (Ubuntu/Oracle Linux/RedHat/CentOS) Server Administration skills and evidence of supporting Windows and Linux systems in virtual, physical, and cloud environments Knowledge of Active Directory, DNS, and Group Policy Identifying and implementing process improvements Maintaining systems through automation and continuous delivery - Ansible, Puppet, PowerShell Monitoring tools such as SCOM, Zabbix, PRTG, Prometheus, Grafana Experience of the following is desirable: Supporting HPE Proliant and Dell PowerEdge servers Storage Technologies such as IBM FlashSystem, Pure Storage, Brocade Azure DevOps Cloud Technologies such as Azure or AWS Virtualisation technologies such as VMware vSphere, ESXi, and vCenter Automation using Ansible, Puppet, or PowerShell ITSM tools Please include a CV and covering letter outlining your skills and experience in the above requirements. The rewards We want you to love what you do. That's why our benefits package rewards a job well done. We'll give you: Salary: £31,442 - £36,990 (depending on experience) Performance related bonus A competitive pension scheme We embrace flexible working and can consider different working hours dependent on the role and your personal circumstances 25 days annual leave - (rising by 1 day each year to 30 days after five years) bank holidays and an extra 3 days over Christmas Plus, a suite of excellent additional benefits Location We embrace a hybrid working model at OS and understand there is no one size fits all in relation to how we work. We have a fantastic HQ in Southampton, Hampshire where you will be required to spend 2 days a week with the remaining time being a personal choice as to whether you work from home or spend more time at OSHQ. Security OS conducts DBS background checks for all joiners and some of our roles require additional security clearance, including to SC or DV level in some cases. We will tell candidates at the appropriate time during the recruitment process if additional clearance will be required for this role. Closing date: Sunday 16th June 2024 We believe diversity and inclusion is about working together - in an encouraging and respectful environment to reach our full potential. We believe combining different backgrounds, experiences and perspectives will help us reach our vision and be trusted and admired across the globe for setting the standards and leading the way. We are looking for passionate people from a range of backgrounds and welcome applications from any race, age, gender, background or religion. We're individually talented and collectively powerful, and we give you the space to take your career in whichever direction you want.