L3 Support Escalation Engineer
North Leeds (Flexible Working)
£50,000 - £65,000 + 10% Bonus
Late Shift (2pm - 10pm)
Our client is looking for a bright, enthusiastic individual to join their 3rd Line Technical Support team. The 3rd Line Backup Support is responsible for providing advanced technical across the majority of disciplines detailed below, including hardware, software, and network-related issues.
KEY RESPONSILBITIES AND TASKS:
- Provide advanced technical support for backup and recovery systems, including hardware, software, and network-related issues
- Collaborate with 1st and 2nd support teams to resolve complex incidents and service requests.
- Troubleshoot and resolve issues related to backup and recovery software, network, and disk storage.
- Ensure that backup and recovery systems are operating within defined SLAs.
- Document incidents and service requests in the helpdesk system
- Provide guidance and training to 1st and 2nd support team members.
- Participate in after-hours support rotation as required.
- Assist in the deployment and configuration of new backup and recovery hardware and software.
- Communicate with customers on a technical level to provide immediate resolution where possible; ensuring tickets are managed and progressed correctly within the appropriate SLAs.
- Develop and maintain internal documentation.
- Liaising with suppliers and vendors in relation to customer related issues
You will ideally have cross section of the following job specific skills, attributes and experience:
- Highly customer centric with a passion for providing excellent customer service.
- Excellent telephone manner and good communication skills.
- Experience of working within a busy customer environment, preferably in a technical and / or service provider area.
- Strong interpersonal and communication skills; tactful, diplomatic and sympathetic when dealing with customer problems and showing empathy with customer issues.
- Strong analytical skills.
- Proactive and forward-thinking approach.
- Confident with the ability to interact with members of all support teams including team leaders, managers and directors.
- Experience in understanding and diagnosing technical problems at 3rd line level.
- An eye for detail, preventing any tickets from breaching SLA's and the tenacity to ensure others adhere to processes.
- A willingness to learn and not be afraid to get involved in unfamiliar areas of technology.
- Excellent time management / organisational skills; being able to work well in critical or high-pressure situations.
- Strong technical expertise in server, network and disk storage systems
- Experience with enterprise backup and recovery systems such as Rubrik, Veritas NetBackup, Commvault, or Veeam a major advantage
- Experience with virtualization technologies such as VMware, Nutanix or Hyper-V
- Experience with Cloud Technologies
- Knowledge of storage area networks (SANs) and network-attached storage (NAS)
- Excellent communication skills and the ability to interact with end-users at all levels.
- Experience with ticketing systems and SLAs
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
DESIRED TECHNICAL EXPERIENCE:
- Data Management technologies (Veeam, Rubrik, Commvault etc)
- Performance troubleshooting for compute, network or storage bottlenecks
- A solid grasp of IP and subnetting
- An understanding of ethernet, switching, cabling and patching.
- Windows Servers
- Linux/Unix Servers
- VSphere Servers
- Hyper V Servers
- Nutanix Servers
- SQL servers (any variety)
- Switches
- Firewalls
- SAN, NAS or DAS Raid Arrays
- Public Cloud infrastructure, e.g., Azure, AWS, GCP