Senior Security and Patch Management Engineer

NOC

Responding to BAU Security and Patch Management incidents logged on the incident management system to ensure incidents are resolved within SLA whilst providing help and support to the team

NOC Service Operations Team Leader

Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

Provide a point of technical escalation and expertise.

Provide technical assistance to on-going projects and the transition of new customers when required.

Ensure all implemented solutions are backed up with documentation, training and expertise within the Service desk and Support areas.

Perform Daily, Weekly and Monthly scheduled tasks relating to Patching and AV management when required.

Provide assistance to Team members, Service Teams and Customers as required.

Work with Transition Managers to on-board customers with Patch & AV Management Support.

Escalate potential service issues initially with Team Leader /Service Delivery Manager.

Escalate potential problem issues with Problem and Incident Management.

Recommend and deploy changes via the change management process when required.

Act as a role model and point of contact for technical competence, helpfulness, facilitation of learning and teamwork.

Actively seek to improve and grow own skill and knowledge base in appropriate areas.

Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

Work with consultants to better understand issues and resolutions.

Actively seek to improve upon the Technical Support Documentation utilised on a day to day basis.

37.5 hours per week, Monday to Friday, between the hours of 09.00-23.00 on a flexible rota.

Essential

• At least 2 – 3 years experience in a similar SLA driven support role
• Good knowledge of IT platforms, equipment and applications.
• Proven Customer service Skills.
• Industry recognised qualifications in relevant areas.
• Knowledge / experience in the following technologies.
  - Windows Server 2012/2012 R2/2016/2019
  - Windows Workstation 10/11
  - Patch Management
  - WSUS
  - SCCM/InTune
  - SEPM and other mainstream AV solutions (e.g. Sophos, Kaspersky, etc.)
  - Experience with troubleshooting (Event Viewer, Log Files, Command Prompt)
  - Basic networking.

Desirable

• Security Clearance (SC) advantageous
• Any Industry recognised qualifications or certifications an advantage.
• Experienced in ITIL best practices desirable. Ideally holding an ITIL Foundation certification (V2 or V3).
• Backup and Restore (VMWare, Backup Exec, etc.) basics
• Experience with Solarwinds Patch Management product (N-Central)
• Knowledge and experience of Powershell

• Good communication skills
• Proactive “Can Do” attitude
• Punctual and professional
• Positive, enthusiastic and supportive individual
• Confidence to liaise with SDM’s and Customers
• Ability to take ownership of and progress incidents to resolution, or to identify when escalation is necessary
• Ability to work under pressure
• Ability to work in a team and to support team members
• Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.