The role is part of an international team working on multidisciplinary technical areas.   It requires a very wide combination of technical skills and customer-focused skills with the goal to support incidents and implement customer change requests within the given SLA, working with the highest possible level of quality and commitment in a hybrid cloud environment of a major international client, a European institution.

The complexity of support will vary from more simple tasks to a number of more complex where candidate needs to deeply understand the customer solution. Part of this role is to communicate effectively by phone and email to confirm incident or change closure/completion or during the troubleshooting and implementation of the task. Occasional international travel to the client’s premises will be required.

Responsibilities / Main Duties

• Implement, manage, and maintain virtual and cloud platforms.
• Implement, manage, and maintain complex non-standard storage environments.
• Provide Level 2 and Level 3 Support of customer solutions and platforms.
• Manage and maintain backup systems.
• Perform administration of Windows and Linux for customer hosting solutions, mainly focused on performing requested changes and incident troubleshooting.
• Testing of proposed changes on customer Hosting solutions and subsequent implementation of changes.
• Prompt identification of issues which may impact delivery timescales or quality.
• Pro-active diagnosis and fix of technical issues arising during provision of, and changes to, complex Hosting solutions.
• Pro-active escalation, follow-through, and liaison with appropriate departments to resolve technical issues which may impact delivery timescales or quality. Creation of contingency plans to minimize such risks.
• Work in cooperation with other engineering teams deploying and developing new platforms.
• Assist in maintaining operational and customer technical documents, processes, and work instructions.
• Perform technical audits as required to verify customer and platform standards requirements are met and maintained.
• Perform on-going performance tuning, resource optimization and capacity management as required.
• Actively participate in technical discussions and provide expert advice as needed.