Technical Support Cloud Analyst - Shift

ABOUT REDCENTRIC
Redcentric is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure.
Redcentric has more than 500 highly skilled employees serving over 2000 customers across the UK.
With the IT landscape in constant evolution, Redcentric is built around today's modern IT challenges offering application, collaboration, infrastructure, network and IT security services. Learn more about what we do on our website.

Redcentric are looking for a bright, enthusiastic individual to join our 2nd Line Technical Support team working within the Cloud Division. Whilst a technical mind-set is required for the role we are also very interested in people who have the desire to learn and want the opportunity to develop and progress their technical career.

Please note this position is open to UK based applicants only.

KEY RESPONSIBILITIES

Key responsibilities in this are Technical Support, Supplier Management, Monitoring and Customer Communication.

Working as part of a team that operate within a 24 x 7 shift environment, the role will require you to work a continental shift pattern, providing high quality service to our customer base. Monitoring and managing faults through to resolution. Whilst we don't expect you to be an expert in all of these areas, an understanding and willingness to expand your technical knowledge in these areas is a must. Range of technologies including (but not limited to):

• vSphere vCenter Server
• vCloud Director
• Windows OS
• Application and Server technologies - AD / Citrix / Backup
• Data Centre environments (Including Hardware)
• Enterprise Server Technology HPE, Dell EMC
• Enterprise Storage technology Nimble, Unity, Netapp
• Disaster Recovery Technologies (Veeam, Zerto, SRM & vCav)
• Strong network knowledge including WAN/LAN topology, TCP/IP, DNS, SAN and routing

Adhering to contractual SLAs, you will work as part of a large team of technical engineers liaising with colleagues from all areas of the business to provide resolutions for customers.

The Technical Support Team are responsible for logging and resolving all customer phone calls and emails out of hours. During office hours this task will be under taken by the Service Desk.

TECHNICAL CERTIFICATIONS OR SKILLS (DESIRABLE BUT NOT ESSENTIAL)

• Microsoft MCITP / MCSE
• VMware VCA / VCP
• ITIL Foundation (awareness essential)
• Scripting / Automation

HOURS OF WORK
Due to the nature of this role, you will be required to work a rolling continental shift pattern based on the following hours:

X 2 day shifts from 7.00am to 7.00pm
X 2 night shifts from 7.00pm to 7.00am

The above shift pattern would be followed by a 4 day rest period. Due to the nature of a support role, there may be occasions where cover would be required for holidays / sickness.

Please note this position is open to UK based applicants only.

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