Onsite Engineer

Onsite Engineer (Landsec) Location: London Salary: £30,000 - £35,000 Overall Purpose Under Managed services, reporting directly to a Service Delivery Manager, the role will participate in the onsite engineering team, providing on-site 2nd and 3rd line support including:

• Network, server and personal computer platforms support
• Housekeeping
• Proactive maintenance
• System administration
• Technical platform change
• Scoping, planning and implementation small works
• For the client environment across the property management industry sector, including some of their most prestigious clients.

The Role The role is London based, to cover multiple all locations in the London areas as well as across the UK. This will include remote working, and travel to sites where required. Weekend & out of hours working will be required to respond to incidents as well as participation in the out of hours cover rota. The main responsibility of the Onsite Engineer is to provide on-site technical support. This will need to be completed in a time efficient manner with excellent attention to detail and excellent ticket management skills. The role will include a relationship between the on-site team and the Service Desk, providing on-site perspective to all support, projects and tasks, and will work closely with the Client Account and Service Delivery Managers to ensure that all technical support issues are appropriately delivered according to the Service Level Agreement. It is a front-line role and will be a vital part of the 2-way communication between the client, their partners, 3rd party contractors and the company. Working very closely with the Onsite Lead Engineer, and reporting to a Service Delivery Manager, the Onsite Engineer will be a face and voice of the company to the client, their partners and 3rd party contractors, and as such must embody their values. There is a high level of flexibility, common sense, and initiative as well as the ability to work autonomously when required. The Onsite engineer will take responsibility and make decisions within provided guidelines, to ensure successful delivery of support excellence, in a challenging and changeable environment. In addition, the Onsite Engineer will participate in and assist in the development of new, and improvements to, process and documentation, have input on and resource budgeting with the Service Delivery Manager and technical engineers and Managers. While the specific content of the role is clearly defined, this may evolve over time and needs a proactive and hands on approach to duties. Key Responsibilities Troubleshooting and support

• Administration & support of equipment under contract.
• Participation in cover rotation (on-call).
• Device management in RMM product for adherence on asset registers.
• Site attendance including remote sites requiring overnight stay when required or remotely remediating logged service requests.
• Scheduled site attendance to perform PPM “Planned preventive maintenance”
• Onboarding, Patching and Incident and Request response.
• Replacement of failed equipment.
• Fibre & cat6 patching.
• Administration of Network infrastructure, VLANS, ACL, Firewall policy.
• Administration of Radius and TACACS server.
• Administration of telephony systems.
• Administration of Wireless LAN controllers.
• Administration and monitoring backup solutions.

Team Leadership / Mentoring

• Participate in mentoring of new team of engineers.
• Embrace a sustained culture of developing techniques, processes, knowledge sharing and inclusion to increase capabilities in the team.

ITIL Management

• Management of service requests from portfolio with escalation to the SDM as needed.
• Liaising with service desk team leader if additional support is required.
• Logging or updating & classifying tickets against SLA.
• Ensure that change management is applied and that changes are raised, reviewed, approved, planned and tracked in line with ITIL Service Management process.
• Participate in presentation of PIRs at PIR review.

Project Management

• Supporting Professional Services and Service Delivery (SDM) to deliver small projects
• Scope, planning and implementation of small works.
• Contributing to the clients Risk and Issue register, ensuring that risks and issues are managed and escalated into the central register as required.
• Logging & classifying tickets against SLA
• Site attendance or remotely remediating logged service requests
• Scheduled site attendance to perform PPM “Planned preventive maintenance”
• Device management in RMM product for adherence on asset registers
• Replacement of failed equipment
• Fibre & cat5/6 patching
• Administration of Radius server

Knowledge, Skills and Experience The nature of the business requires a broad technical knowledge, and they are seeking an individual who is capable of delivering support of technologies including Cisco Networking including Voice systems, wireless and security as well as O365, Azure, Active directory, storage technologies, Windows Client/ Server, Virtualisation, Acronis, productivity and collaboration tools and end user compute. Soft and Team Lead skills

• ITIL V3 and or V4 foundation is essential, should have experience working within ITIL methodology and an understanding of the Service Lifecycle.
• Superior Customer Service skills.
• Excellent communication skills both written and verbal, able to engage at all levels and promote the Service Management Function.
• Mentoring of junior engineers.
• MSP Experience.
• Able to produce and maintain documentation to a high standard with strong version control and regular cadence of quality assurance.
• Competent and confident in the administration and fault finding of the technologies described
• Administration and update of technical records.
• Proactive and positive approach to problem solving and client interaction.
• Able to prioritise and schedule own workload.
• Exceptional attention to detail, flexibility and uses own initiative to troubleshoot complex issues.
• Delivery focused on exceptional client experience and customer service.
• Working as part of a team in a fast paced, maturing and growing organisation.
• Outcomes driven approach to service delivery with an understanding of service assurance driven by attainment of defined metrics.

Technical Skills

• Excellent 2nd line skills currently administrating multi-site client(s).
• Microsoft Windows Desktop, Office applications & O365.
• Good Azure administration.
• Network administration VLAN creation, port assignments, ACL (Access Control Lists),
• Firewall policy and have experience with routers, switches & firewalls with certifications.
• Windows Server administration, performance and fault troubleshooting and resolution.
• Excellent knowledge of Ticketing systems, such as ConnectWise Manage.
• Good knowledge of MSP (Managed Service Provider) RMM toolsets, such as Auvik, Automate.
• Microsoft server application administration, performance, fault troubleshooting and resolution.
• Standard business desktop OS’s (Windows 10/11).
• Standard business apps (Office, Adobe, etc).
• Good experience with standard server hardware and software.
• Good Active Directory, Group Policy, DHCP, DNS administration.
• Experience with Data Backup Technologies.
• Experience with VMware, Hyper-V, VoIP and PBX systems administration and troubleshooting experience.
• Experience with various Anti-Virus or EDR technologies – deploying and troubleshooting.
• Good understanding and troubleshooting of 3rd party LOB Applications.

Education And Qualifications

• Essential – CCNA (Cisco Certified Network Associate).
• Essential – MS server and desktop support certification.
• Essential – ITILv3 or V4 foundation
• Desirable – bachelor’s degree in computer science, Information Technology, or a related field.
• Desirable – VMWare VCP.
• Desirable – Any Microsoft 365 cert / Azure cert.
• Desirable – Any Acronis cert.