WHY ULTIMA

*** You must live within the state of Oregon area to apply for this role ***

For over 30 years, Ultima has been at the heart of the UKs IT industry. Built on the values of Integrity, Respect, Passion and Autonomy they are the very fabric than runs through every aspect of our business. Our customers look to us for thought leadership, design, implementation, and managed services. We can only provide world class services with world class team members.

World class to us means, the future thinkers, the innovators, those that are passionate about a changing environment and driven to make a difference. We need you to be the best you can be and for that we will provide, competitive salaries, an ever-growing benefits package that impacts cost of living so you can enjoy life as much as you enjoy working for Ultima and our customers.

For over 30 years Ultima has offered end to end solutions for clients across the globe including Fulfilment, Managed & Professional Services as well as innovation via our Ultima Labs division.

Our Managed Services division is in a period of extensive growth; we utilise cutting edge technology & solutions to deliver a world class service to our clients.

The role of the Senior Technical Support Engineer is to provide Infrastructure managed service and IT support for a key client and their IT teams. Engagement with client to investigate, present and implement project deliverables in line with the skills and experience of the role.

The Engineer will be completely self-motivated with an ongoing desire to maintain and expand their knowledge with a focus on quality in line with Ultima's ISO certification and commitment to its clients.

The candidate will be required to primarily work from within Ultima’s ITSM platform aligned with ITIL principles to troubleshoot and resolve incidents, along with completing service and change requests based on the associated Managed Service contract of the client.

MAIN DUTIES AND RESPONSIBILITES

Supporting the Team Lead in the identification and delivery of technical training opportunities for Technical Support Engineers.
Provide an escalation point and offer technical guidance to Technical Support Engineers.
Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses
Continuously contributing to the Ultima Knowledge base with new/repeatable fixes and suggested edits to existing content.
Contribute to the continuous service improvement plan for the team processes and procedures.
Perform a series of routine proactive checks to ensure the prevention of incidents and service interruption.
Escalate issues to relevant Partners, Internal Teams and Client Escalation contacts in line with the P1 Incident Management process.
Act as a point of escalation for the wider team as well as to the Service Desk Teams for infrastructure and complex end user incidents.
Prioritise and respond to incoming requests ensuring ITIL best practice ticket management is adhered to.
Providing technical assistance to a key Ultima client and their IT teams in line with the agreed SLA’s.
To always represent Ultima to our client in the most professional way and continually demonstrate our core company values.
Supporting the Team Lead in the identification and delivery service improvement initiatives.
Ensure that all assigned activities are approached and handled in a consistent logical way and, where possible, in line with the appropriate Standard Operating Procedures and/or Company (ISO) quality standards
To always represent Ultima to our client in the most professional way and continually demonstrate our core company values.
Actively strive to improve technical ability through self-study, organised in-house training and attendance of external courses.
Perform routine proactive checks to ensure the prevention of incidents and service interruption.
Escalate issues to relevant Partners, Internal Teams and Escalation contacts in line with defined escalation processes.
Additional activities and responsibilities not covered within the above may also be required as part of specific projects or the wider role of a Senior Technical Support Engineer

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

To be knowledgeable and able to demonstrate in depth technical understanding across several of the skills and technologies below:
Microsoft Azure infrastructure platform support (Compute, Storage, Data protection, Update Management, Azure DNS)
Azure concepts such as App registrations, Enterprise applications, RBAC, Identity Access Management
Azure VMware Solution
Microsoft Server Operating System
Microsoft Active Directory, Azure Active Directory
Ansible
Azure DevOps, CI/CD Pipelines
Infrastructure-as-Code tools such as BICEP and ARM templates
Awareness and understanding of Cloud infrastructure security concepts.
An understanding of DFS-Namespace services.
Previous experience in a 2nd/3rd Line or similar Support role as part of a team.
Experience using a ticket management system, creating/updating & logging tickets following an ITIL methodology.
Experience managing multiple simultaneous activities.
Excellent levels of both written and verbal communication skills.
The ability to work both independently and as part of a team.
The ability to manage time and prioritise activities.

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

The ability to demonstrate knowledge in some of the below would add significant value to your application. Training and development in these technologies/solutions will be provided if required.

ITIL Foundation v4 certification
Experience or understanding of Agile delivery methods
Certification in any of the above technologies.
Patch management experience
Microsoft Intune management

KEY COMPETENCIES REQUIRED FOR ROLE

In line with our company values every employee must be able to demonstrate the following qualities:

Autonomy
Taking Responsibility – Willingness to show initiative and a readiness to own decisions and their outcomes.
Planning and organisation – Being systematic, organised, planning flexibly but effectively.
Passion
Analysis and Problem Solving – Analysing and evaluating problems, swiftly determining a corrective course of action in line with Service Level Agreements.
Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.
Integrity
Quality Focus – Concern for quality, being attentive to detail and willing to try to improve one’s own performance. Understanding and adherence to quality procedures.
Decision Taking and Risk Management – Willingness to take difficult decisions and have confidence in your decision making and attitude to risk and impact.
Respect
Communication – Clarity and confidence in written and verbal communication. The ability to follow the correct communication and escalation channels.
Relationships – Build and maintain positive, productive relationship with colleagues, clients and partners.

Additionally:

Achievement Focus – Self-motivated and being determined and committed. Takes real pride in own achievements and welcomes the challenge of more difficult work. Puts in extra time and effort needed to complete tasks by deadlines
Planning and Organisation – High level of self-organisation, motivation and management independence. Adopts an organised and systematic approach to work
Time Management - Flexibility and ability to manage multiple opportunities at the same time, whilst maintaining a clear focus on each of their immediate, individual requirements
Flexible - An adaptable nature with the ability to react to meet the ongoing demands of the Business
Analysis and Problem-Solving: Quickly homes in on key issues, applies logic and common sense in solving problems. Owns problems through to resolution
Team Working – Cooperates effectively with others in the Team, mentoring and working with them in a constructive manner. Shows a willingness to fit in with others to achieve common goals and readily shares information with others
Quality Focus – Concern for quality, being attentive to detail and willing to try to improve one’s performance. Checks that standards being achieved are in line with Ultima’s goals around Service delivery excellence
Technical Knowledge – Willingness to continually learn and improve technical knowledge
Communication Skills – Excellent communication skills, making an impact on others, establishing credibility with them and making a favourable and professional impression. Is able to adapt style to win confidence of others
client Focused - Strong strategic and client orientation, with focus on developing client relationships
Self-Control – Maintaining calm under pressure, remaining patient and logical despite provocation, not allowing oneself to be deflected

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Ultima we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles

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