2nd Line Support Engineer - SRE

At Ensono, our purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.

We help our clients think and do, delivering strategy and software engineering that gives them the confidence to take on their toughest challenges and improve the lives of their people and customers. 

We have worked on a variety of projects from cloud service integrations, building Data Lake and Microservice platforms, through to building apps, voice recognition platforms and offering digital strategy consulting. We have worked across several industries, with clients including Screwfix, Next, Travel Lodge a Gym Group.

About the role and what you will be doing:

Within Managed Services we value autonomy, innovation and learning so you will need to demonstrate a drive for achievement and learning, ability to problem-solve, and put forward well thought out ideas for improvement.

We would like you to own this role and drive improvement on a daily basis; championing technology to employees and stakeholders. The 2nd line team will grow over time, so we would be looking to promote internally where possible.

We have an opportunity for someone with a background in Technical Support to join the team and move their career forwards into Cloud-Native Technologies and Site Reliability Engineering.
Being able to demonstrate the skills below is advantageous, don’t worry if you don’t currently have these skills, you will have opportunity to learn them during your time at Ensono:

Your responsibilities will include 
• Develop and maintain accurate technical documentation in the form of operational runbooks;
• Perform standard pre-approved changes within the scope of our clients Change Management Process (i.e. new users, etc.);
• Use Ensono’s helpdesk and work tracking systems to maintain logs of all support requests and incidents;
• Triage and escalate incidents to 3rd line support or third party support systems;
• Actively communicate with clients to ensure they are aware of updates to incidents and changes;
Contribute to the effective management of information security risks aligned to both Ensono’s and our Clients compliance objectives;
• Manage the relationship with suppliers to our clients get the best value for their services

What you will bring to Ensono

To be successful in this role you must be able to demonstrate the following skills:

•    Behave with the integrity and honesty with the trust we place in you to administer our clients IT systems;
•    Remote helpdesk-based IT Support with a focus on 1st and 2nd line support;
•    Troubleshooting a wide range of issues with custom applications and
•    3rd party systems;
•    Following and maintaining operational runbooks;
•    Following service management processes including change management and
•    incident management;

•  A strong grasp of TCP/IP Networking;

What we can offer you

We would like you to be able to grow in the role and potentially move to an engineering role within Ensono to achieve this you will need to show an interest in learning technologies in the cloud ecosystem including:
•    Microsoft Security and Compliance tooling;
•    DevOps approaches: Infrastructure as code with Terraform, Continuous Deployment and Continuous Delivery with Azure DevOps
•    International standards: ISO 27001, ISO 22301, ISO 20000-1, ISO 9001;
•    Robotic Process Automation: Logic Apps and Power Automate;
•    Development Tools: Azure DevOps, Jenkins, Visual Studio, JetBrains;
•    Cloud Platforms: Azure, Google Cloud Platform (GCP), Amazon Web Services (AWS);
• Productivity Tools: Atlassian Suite (Jira, Jira Service Management, Confluence).

We will give you a place to strive and grow, where you will have the opportunity to work on interesting, yet challenging projects. Applying your thinking to build a better world founded on intelligent technologies.

We are a people-first business, which means people are at the heart of everything we do here. We offer our consultants a safe environment where knowledge sharing, and open communication is encouraged. Whether at one of the internal monthly events, such as Lunch & Learns, Tech Time, and internal competency meet-ups, or at one of our community groups, such as football, gaming, yoga, or wellbeing; we have strived to build a business where everyone feels welcomed, included, and valued.

Our benefits include

•    Competitive base with uncapped commission 
•    27 days annual leave (plus bank holidays)
•    1/2 day on your birthday
•    Sabbatical options at 5 & 10 years
•    Discretionary bonus
•     Up to 5 days study leave
•    6% company pension contribution
•    Private healthcare for you and your family  
•    Payroll giving
•    Enhanced parental and dependent leave 
•    Equity appreciation program and incentive plan 
•    Life and income protection 
•    Additional benefits such as discounted gym memberships, cycle scheme, EAP (Employee Assistance Programme) and more!

If this all sounds great, we would love to hear from you!