Desired Skills and Experience

  • Act as front line Support Engineer, ensuring all support tickets are proactively managed throughout their lifecycle, and regularly updated with active client communications
  • Resolve first line support issues and where necessary liaise with clients, internal customers, and support partners in order to resolve first line support issues • Escalate issues, as needed, to Technical Lead Support • Update and maintain Surevine’s knowledge bases
  • Produce the support data required for Surevine’s monthly service reports
  • Be part of an occasional out-of-hours on call rota when it is invoked
  • Support our multi-disciplinary software development teams as needed Future Responsibilities
  • Support and maintain Surevine’s cloud infrastructures, network infrastructures and maintain high availability through proactive measures, advanced troubleshooting and proactive administration
  • Deploy software and changes to clients’ systems during out of hours change windows
  • Virtualisation - VMware vSphere Core DC technologies - servers, networks and storage (SAN, NAS and DAS) , Amazon AWS
  • Operating Systems - Linux (esp. RHEL and CentOS)
  • Networks and Security - TCP/IP, routing, firewalling, IPSEC and SSL-VPN
  • Background in Customer Support / Service Desk
  • Disciplined, self-organised and motivated to learn and improve in a busy and changing environment
  • Demonstrable Customer Service characteristics; good spoken, written and verbal communication skills
  • Excellent attention to detail. Can you spot the difference between I and l (i and L)?
  • Hold a Computer Science, Engineering, Security or numerate degree qualification, a BTEC Higher National Diploma or other vocational equivalent (such as identifiable contribution to an Open Source project)
  • Opportunity to work amongst a team of exceptional developers working on and with the latest technologies
  • Be part of an agile, delivery-focussed team with daily stand-ups, fortnightly sprints, and retrospectives
  • Our belief in self-managed teams and reliance on self-motivated people
  • Our Director’s aren’t hidden away. They are accessible and involved. They are our co-workers
  • Chance to work in an fast-moving innovative environment with some tough problems for you to help us solve
  • Everyone is provided with a budget to kit out their workspace and make it cooler and more productive than they would ever get in a corporate cube
  • We don’t wear suits (often)