Description
We have partnered with a global client currently expanding its dynamic infrastructure support team based in Edinburgh.
We are looking for a customer-focused and enthusiastic 3rd-line infrastructure support engineer with a genuine interest in solving people's IT issues to backfill our Business As Usual (BAU) services while some of their key staff support a critical project. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.
*Working hours for the team are: 07:00 - 16:30 Mon-Thurs and 07:00 - 13:30 Fri.*
*Full-time on-site in Edinburgh.
The 3rd line team are expected to resolve a wide - variety of server and storage incidents and requests while minimizing disruption to their users. We're looking for someone to be responsible for our Red Hat Linux environments. Solaris experience would be beneficial.
The successful candidate will be someone who can blend first-rate customer service with first-rate technical skills. Previous experience resolving 3rd line issues in an enterprise environment is essential.
Day-to-day duties may include:
- Excellent knowledge of Red Hat Linux Enterprise (v4 upwards), including installation, configuration and imaging
- Excellent knowledge of Red Hat Network Satellite for system management and performance reporting
- Provide support for L2 and L3 Operational activities & troubleshooting
- Able to stabilise developed infrastructure solutions using Red Hat methodologies in complex customer environments
- Demonstrate the ability to methodically work through issues
- Must be able to deal directly with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills
- Achieve high levels of customer satisfaction
- Author processes and working instructions
- Work within challenging SLA's and follow escalation paths to the leadership team and product specialists promptly when required
- Represent the 3rd line team from a Linux perspective in customer meetings
- Red Hat Certified Engineer or other Red Hat/Linux-related certification
- To manage a range of Linux technology's RHLE, RHNS, and Kernel virtualisation (KVM) and to include optimisation, interoperability, and availability of systems on a customer's site
- Utilisation of RHNS for compliance management, provisioning of services and resources, content control and system security and integrity
- RHLE High availability including clustering, fencing and unfencing
Essential skills and experience:
- Excellent knowledge of Red Hat Linux Enterprise (v4 upwards), including installation, configuration, and imaging.
- Proficiency in Red Hat Network Satellite for system management and performance reporting.
- Ability to provide support for L2 and L3 Operational activities & troubleshooting.
- Experience in stabilizing developed infrastructure solutions using Red Hat methodologies in complex customer environments.
- Methodical approach to problem-solving and troubleshooting.
- Strong interpersonal skills to deal directly with clients, demonstrating excellent communication both internally and externally.
- Track record of achieving high levels of customer satisfaction.
- Capability to author processes and working instructions.
- Familiarity with working within challenging SLAs and prompt escalation to leadership when required.
- Representation of the 3rd line team from a Linux perspective in customer meetings.
- Red Hat Certified Engineer or other relevant Red Hat/Linux certifications.
- Management proficiency in various Linux technologies including RHLE, RHNS, Kernel virtualization (KVM), with emphasis on optimization, interoperability, and system availability.
- Utilization of RHNS for compliance management, provisioning of services and resources, content control, and system security.
- Expertise in RHLE High availability features including clustering, fencing, and unfencing.
Due to the nature of this role, the successful candidate will have a valid UK SC Clearance prior to the start.