An exciting opportunity has recently become available for an experienced Technical Support / NOC Engineer to join a leading online gaming company in Hammersmith.
A broad systems background in a dotcom or IT systems/services/NOC environment is required, with exposure to varied UNIX or Linux platforms preferred. Experience may include Sun Solaris and/or RedHat Linux, exposure to Windows 2003 Server/XP is desirable.
The successful candidate will have excellent technical and problem solving skills, and a demonstrated ability to work both independently and in an dynamic, small-team environment. They will have proven ability to learn new products and methodologies quickly, often without the focus of formalised training. The candidate requires advanced troubleshooting skills, with a focus on bespoke web-based applications as well as the ability to troubleshoot and solve common desktop, server and network problems.
This role calls for someone with excellent communication skills.
Key Responsibilities / Duties:
*Troubleshoot and escalate issues while monitoring a corporate IT infrastructure
*Monitor 24x7 environments for system alerts and respond according to procedure; also perform proactive monitoring to minimize system alerts and anticipate problems
*Report systems and environmental issues to second-level support or management as directed by escalation procedures - Assist with escalations as requested by engineers or management
*Coordinate with vendors and customers as they perform maintenance on their systems and networks; maintain increased awareness of relevant monitoring during vendor or customer maintenance and document status and outcome as directed by procedure
*Assist with crisis response as directed by crisis management procedures, including coordination of bridge calls, submission of the appropriate notifications to IT management coordination with vendor, documentation of events and response, and participation in problem resolution
*Effectively and readily communicate issues and solutions to the business users
*Document all work completed and help build a knowledge base of problems and solutions. Assist operations engineers to improve system tools and procedures
*Liaise with all other departments to ensure quality of service (SLAs) demands are met whilst being extremely responsive to the needs of business users. Proactively search open tickets for issues needing resolution and actively work on open tickets when possible. Look to solve potential problems as quickly as possible based around sound judgement and prioritisation
*4x12 hour shifts as part of a dedicated on-site 24x7 technical support team
Experience & Qualifications Required:
Essential:
*Experience in IT/critical systems support, dotcom or NOC environment
*Junior UNIX/Linux systems administration skills (e.g. basic scripting)
*Knowledge of Windows 2000/2003/XP Professional
Desirable:
*Experience of supporting bespoke applications
*Experience supporting highly available websites or services
*Knowledge of Networking and relevant experience
*Knowledge of Oracle and SQL
Key Skills and Attributes:
*Strong customer service and communication skills
*Quick learner even under pressure, with particular emphasis on bespoke systems
*Excellent troubleshooting, analytical and diagnostic skills even under stressful conditions
*Strong organizational skills with the ability to work as an individual as well as within a highly demanding team environment
*Excellent written and verbal communication skills
*Desire to join a fast moving, demanding yet rewarding company
