Development and Cloud Support Engineer

Joining the existing 3rd-line Customer Support Team, you will be primarily responsible for dealing with escalated software, hardware and cloud support requests from Synectics engineering teams around the world.

As well as resolving technical issues, the role has the responsibility for delivering high level technical and engineering information, updates and best practice approaches to the global engineering teams. Further to this, the postholder will identify and feedback on opportunities to help harmonise Synectics’ project delivery and improve the Synectics’ customer experience.

As Synectics evolve into hybrid and cloud solutions, you will also have opportunity to support and learn about our growing cloud environment, through aiding the housekeeping, maintenance, support, and ultimately assisting in the delivery of updates to customer environments.

Elements of Synectics’ software platform are deployed as containerised services; part of the role involves day-to-day monitoring and operation of containerised services in Microsoft Azure, as well as learning and supporting the automation of deployment processes.

Principal Accountabilities:

• Manage technical issues through clear communication with internal customers, fault reproduction and fault resolution.
• Provide timely, accurate technical support to the internal engineering base.
• Hands-on reproduction of systems, environments and configurations to aid in investigations, where required.
• Maintain and develop the teams’ local hardware support environment.
• Liaise with Product Management to communicate and prioritise product issues that need development resource to fully resolve and remove future occurrences.
• Filter, classify and issue technical release-note documentation in conjunction with Product Management, for example:
  • Generation and upkeep of technical FAQ’s.
  • Generation of updates and application notes.
• Close collaboration with development teams to help automate our build, test and release processes.
• Deployment of and initial support of our security software platform, based on containerised services.

Experience

• Experience working in a 2nd or 3rd-line technical support environment.
• Proven experience in a desktop support/installation role, ideally within a development and engineering environment.
• Proven history of strong hardware and software troubleshooting skills
• Hands-on experience in troubleshooting Windows-based operating systems, including Windows 10, Windows Server 2012, 2016 and 2019.
• IT Networking of strong benefit (I.P. addressing, subnetting, routing, TCP, UDP, multicast).
• Exposure to or familiarity with basic cloud/Azure services and architecture.
• Database knowledge – IBM DB2 and MS SQL (as examples).
• An understanding of virtualisation technologies, such as Hyper-V, including failover and replication processes.
• Familiarity with vulnerability scanning tools such as Nessus/Tenable
• Degree (2:2 or above) in any subject, ideally in computing/software development/IT/networking/technology or equivalent industry experience.
• Supporting IT-related qualification(s).

Other Beneficial Skills/Experience

• Awareness of the surveillance market, knowledge of Integrated Security systems, IP video systems and CCTV installations.
• Experience in – Windows Server, Enterprise Storage Platforms, Active Directory, SQL Server / IBM DB2 Admin, Virtualisation, WAN/LAN networking.
• Understanding of enterprise-scale storage solutions such as SAN
• Cisco or other advanced networking qualifications
• Knowledge of Java
• Awareness of a DevOps working environment

Key Personal Attributes       

• Excellent communication skills, with the ability to deliver complex technical information in a manner that is easy to understand.
• Highly analytical and investigative mind (to support fault diagnostics and process analysis).
• Ability to work under project deadlines, which are important to customers.
• Ability to prioritise, multitask and effectively manage customer expectations.
• A strong willingness to accept ownership and responsibility.
• Desire to build on basic cloud/DevOps/Azure knowledge and learn with the role.

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Synectics.

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.