Service Operations Engineer L2 – Overnight Shifts

The Access Group is one of the leading providers of business management software to small and mid-sized organizations in the UK, Ireland, and Asia Pacific. Over the past years, we’ve gone from almost 1,000 to 6,000 people. We help over 60,000 customers across commercial and not-for-profit sectors become more productive and efficient.
Our Global Operations Center in Romania is on a journey of continuous growth and want to engage with top talent around the country. Headquartered in Timisoara, we offer you the possibility to work remote and join our offices at your choice.
Helping everyone at Access Love work and Love life is at the heart of everything we do. It shapes how we do things and allows us to create a place where people want to be and can be at their best.
We’re passionate about our values, which guide how we all make decisions and get things done. We love to make our customers lives easier so our value to ‘Make Access better every day’ is one we’re obsessed with. From attracting the right people, helping them grow and be the best they can be, we’re helping people at Access to love what they do and be happy.

Day-to-day, you will:
• Provide 2nd line customer contact for incidents and service requests, and support first line overflow when required (peak volumes / out of hours).
• Proactively monitor and response to platform alerts and events across all MSP and Legal Hosting Platforms .
• Manage and execute technical change to customer environments and platforms.
• Regularly update incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
• Proactively keep Customers informed on incident or request status and progress.
• Escalate incidents where a first time fix is not possible to relevant 3rd line resolver group or technology vendors.
• Engage and manage third party / vendor response to incidents and appropriate escalations for the customer.
• Invoke appropriate internal hierarchical escalation processes, and support formal Major Incident Management process.
• Identify and escalate potential underlying problems to Problem and Incident Management leaders.
• Deliver maintenance / operational service runbooks to maintain the estate and proactively update the platforms (backups, patching, archiving).
• Maintain a view of capacity thresholds and alerting aligned to defined customer standards.
• Drive delivery of service requests activity and queue management.
• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork for first line engineers.

As a well-rounded Service Operations Engineer, your Skills and Experiences will likely include:
• Minimum 12 months’ experience as an engineer within a similar environment.
• Strong demonstrable knowledge of general IT platforms, applications and underlying infrastructure.
• Industry recognised qualifications in relevant area is desirable
• Proven Customer service skills with direct customer contact.
• Technical skills :
o MS Active Directory and MS365 (Essential)
o Windows Desktop OS (Essential)
o Windows Server Operating Systems (Essential)
o Citrix Environments (Essential)
o Application support of applications from major vendors such as Microsoft, Cisco, Citrix, VMWare, VEEAM etc (Essential)
o Hardware troubleshooting of both desktop and server hardware. (Desirable)
• Knowledge of supporting VDI environments (Essential)
• Excellent written and verbal English communication skills.
• Experience of working to SLAs and KPIs and to be able to accurately describe their importance.
• Positive, enthusiastic and supportive individual.
• Ability to take ownership of and progress incidents to resolution.
• Ability to work under pressure and apply existing knowledge to unknown areas.
• Ability to work in a team and to support team members.
• Willingness to share knowledge and develop junior members of the team.
• Taking ownership and leading deeper technical issues and improvements.
• Structured troubleshooting skills and inquisitive nature.
• Passionate, professional, with a ‘can-do’ attitude at all times.

What does Access offer you?
We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday and a competitive salary, you will get:
• Private Healthcare
• Private Life Insurance
• Christmas Bonus
• Referral Bonus
• Meal Tickets
• 7 Card gym membership paid by the company