EUS Engineer

Overview

The EUS Engineer will provide face-to-face on-site IT support to customers. This consists of answering “how to” questions, providing a first‑time fix where possible and offering the most appropriate and efficient solution. They will also have experience with data centre or server rooms including network and server support.

The role is to provide face to face first line and second line support which will include technical advice (both proactive and reactive) to customers on queries and requests related to all aspects of application, desktop / mobile and network systems and to ensure that this support meets the established Service Level Agreements and quality standards in line with customer expectations.

In addition to this you will provide hardware support, including configuration and replacement of devices.

There will be a requirement to take part in an on‑call rota providing out of hours support when required by the customer/s.

The most integral element of this role is the enhancement of Customer Experience which requires a positive, upbeat, and proactive ‘can do’ attitude.

• Appropriate IT background and experience
• Appropriate customer facing / user support experience
• Evidence of problem‑solving skills
• Strong interpersonal and customer facing skills
• Ability to liaise effectively with users and other support team members
  
  Ability to give specific and clear instructions and problem‑solving advice

• Data centre / Server room basics - related to power, cooling, cabling, fibre routes ingress and egress.
• Networks :
  Hardware, Network Software, Core-Distribution-Edge switch physical and logical topology, VLAN management and configuration, wi‑fi, Firewall and Firewall rules administration, monitoring & alerting.
• Compute :
  Hyper‑V and VMs - build, configuration and recovery; multiple Windows Operating systems versions; storage array administration and configuration, NAS and files shares; desktops, laptops, printer configuration and administration. OS updates and gold image creation.
• Layered and third‑party products, Active Directory & Group policies, Office 365, Cynet, NIMSoft.
• Backups and data replication, Arcserve UDP configuration and administration.
• Business applications :
  Jonas, Sage, Scripting.