Monitoring & Backup Engineer

As a Monitoring & Backup Engineer you will join an exciting, fast-paced area of our Managed Service, striving to deliver all-round service excellence to our customers with a proactive mindset. You will play a key role in areas such as the day-to-day operation and monitoring of monitoring & backup systems, supporting stability and early issue detection and delivering core processes/activities.

Job Role Responsibilities

The Monitoring & Backup Engineer role will assist the Managed Service Operation Centre maintaining and managing our current toolset alongside assist the Monitoring and Backup team with day-to-day operational Requests and Incidents to ensure the smooth operation of our client's infrastructure.

The following key aims are expected:

• Carry out daily monitoring and first-line checks for Monitoring and Backup for the Managed Service Operation Centre.

• Provide technical support and escalate to relevant teams where required for all customers and resellers.

• Act as an initial escalation point and follow documented escalation procedures for Bechtle products and services.

• Analyse events, perform initial troubleshooting and incident triage on the related systems communicating with relevant teams or third parties responsible for managing the systems for quick alert resolution.

• Work with the Service teams to ensure that monitoring and alerting is reported where optimisation may be required for existing customers as well as any new customers from the offset.

• Ensure customer incidents are progressed and escalated as quickly as possible (on and off-site).

• Work closely with customers and resellers to ensure that a high level of communication and engagement is maintained.

• Ensure that solutions are supported in line with appropriate standards and industry best practice.

• Provide occasional out of hours support and maintenance as required including evenings and weekends.

• Support senior engineers by assisting with implementation and incident resolution tasks.

• Assist with customer checks and reviews and create and maintain supporting service documentation.

• Follow the change control process and ensure records are updated accurately.

• Ensure incident information is recorded accurately and in a timely manner on our ITSM tool.

• Highlight potential service improvements or recurring issues whilst working with customers and resellers.

• Ensure daily monitoring and first-line resolution or escalation of issues relating to customer backups, DR solutions and IAAS platforms.

• 1-2 years' experience working in an IT support role with exposure to servers, networks, virtualised systems, backup, M365 & Azure.

• Eposure to enterprise / mainstream technologies and applications primarily focused on Microsoft 365, Azure, AVD, Windows Server, AD, VMware, Veeam, Acronis.

• Experience working with RMM and monitoring tools and supporting existing configurations.

• Entry-level or working towards industry recognised accreditations such as MS102, AZ104, VMware VCP, CCNA.

Job Requirements

• Excellent customer and stakeholder communication skills.

• Can work on own intuitive.

• Good written skills on job reporting and documentation.

• Driven to provide proactive client experience