IT Services Engineer

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Job Title: Services EngineerLocation: Nottingham, UK and Home basedSalary: £30,000 per annum + company benefits inc. flexible workingJob Type: Full Time, PermanentThe Company aims to unify people, processes and technology to deliver SAP rapidly, reliably, smarter and at scale. Having been in the infrastructure industry for over 20 years, they aim to build more agile ways of working for customers. They are passionate SAP HANA cloud expertsThey are trusted experts in cloud infrastructure and SAP HANA platforms. Their mission is to make customers more successful by simplifying and optimising platforms, accelerating, and de-risking deployments. They achieve this through their cloud and infrastructure expertise, rich insight and managed service offeringsAbout the RoleAt the heart of the company's customer offering is the Managed Services team. Managed Services drives the deepest client relationships and the best long-term commercial opportunities. It is where 'Manage & Optimise' ultimately gets delivered for customersAs a Services Engineer you are a technical expert and have great customer engagement and management skills. You will be responsible for the continuous monitoring of customer platforms, incident and problem review, resolution, and as appropriate escalationWith great opportunities to develop your technical and services skills across a broad range of highly relevant technologies this is a great role that will challenge the best to be betterMain ResponsibilitiesGeneralBuild and maintain positive relationships with customers, venders, resources and partnersBe a customer advocate to all teamsCarefully manage customer expectations in line with SLAs, change control notices and contractsCreation and review of Knowledge Base articlesPromote proactive support to prevent issues from reoccurringResponsible for data integrity - Ensuring that all data is correct and verifiedTicket TriageEnsure that all tickets logged are triaged in accordance with our internal processes and achieve SLA'sReview ticket Information and make sure it's accurateReview ticket priorities and severities and ensure they are correctly updatedMake sure that all base level troubleshooting has been completed and documented within the ITSM toolService OperationsEngage with customers in regular status updates carefully tracking Incidents, requests, problem records and proactive monitoring against contracted SLA'sDeliver consistent quality customer service, ensuring that all issues are logged, prioritised and resolved within SLA'sKeep customers informed on the status of tickets loggedSecurity permission administrationCommunicating and managing the Service and Change & Release process to all Clients and stakeholdersAssisting with the MI process, process documentation, support packs and communication packsClose collaboration with the Service Assurance team to ensure customers' expectations are achieved and exceededManagement of Client AZURE environments including security processes, user creations and security, back ups and failovers etcService TransitionEnsure that the Customer experience is successfulService EscalationsFirst point of contact for customer escalationsUpdate all teams, stakeholders and partners on service issues in key business areasService ImprovementsWork with your colleagues to Identify service improvement opportunitiesIn collaboration with the Head of Managed Services proactively assess service trends to identify areas for improvement - driving root cause analysis, incident reduction, service improvement and problem managementAbout youEssential2+ years' experience in managing customer facing incidentsExperience managing and working with third party technical service providers and customer technical teamsAble to troubleshoot complex situations with the client and effectively negotiate potential solutionsExcellent planning and organisational skillsITIL Foundation RequiredGood Working Knowledge of MS Office/WindowsAZURE Foundation certifiedDesirableQualified to degree level or equivalent (preferably in a technology or business-related subject)Intermediate ITIL qualificationsIntermediate Microsoft AZURE CertificationsRedhat/SUSE CertificationsPersonal BehavioursAbility to work in a busy pressured environmentA strong service oriented ("Can-do") culture, with a strong focus on customer approach. Committed to exceeding customer expectationsExcellent telephone mannerGood communicator with the user environment. Ability to communicate with all levels of staff and customersDynamic but aware of the views and feelings of othersAble to integrate with the team and be a good team playerDriven and motivatedCan demonstrate clear purpose, enthusiasm and commitmentSuggests new ideas within the teamAbility to work on own initiative and be flexibleAbility to organise and manage multiple priorities in a demanding environmentGood ownership skillsExcellent written communication skillsBenefitsHighly competitive salary and excellent benefits packageHugely supportive working environment with a dynamic culture and companyFlexible and diverse working environmentSounds interesting? Click APPLY now