2nd Line Technical Support Engineer

Oriium; Haywards Heath; On-site; GBP 28,000 - 40,000; Full time

Job summary

Oriium, part of Iomart Group, is hiring a 2nd Line Technical Support Engineer to own incidents and service requests needing deeper investigation on our Commvault-based BaaS and DRaaS platforms.

You'll monitor backups, fix issues before impact, and document solutions to help the team improve first-time fix rates. Good knowledge of Windows Server and Linux is expected; ITIL knowledge is a bonus and continuous certification is supported.

Qualifications

• Experience in a 2nd Line Support position.
• Experience with backup, disaster recovery or cyber resilience technologies is advantageous.
• Comfort with Windows Server, Linux, networking and storage.
• Exposure to backup/resilience technologies such as Commvault or Zerto is a bonus.
• Clear and calm communication with customers, colleagues and vendors.
• ITIL Foundation or related certification is a bonus.

Responsibilities

• Take ownership of technical incidents and service requests needing deeper investigation.
• Monitor backup and recovery environments, spotting and fixing issues before they affect service availability.
• Support and maintain BaaS and DRaaS solutions built on Commvault.
• Diagnose and resolve issues across Commvault and underlying tech (servers, storage, virtualization, networking, cloud).
• Manage ticket queue against SLAs and provide clear updates to customers.

Skills

2nd Line Support

Windows Server

Linux

Networking

Storage

Backup/DR

ITIL Foundation

Clear communication

Tools

Commvault

Zerto

Job description

As a 2nd Line Technical Support Engineer in our Cyber Resilience Practice, you'll be the person customers rely on when something needs a closer look. You'll take ownership of incidents and service requests that need deeper investigation, working mainly across our Commvault-powered Backup as a Service (BaaS) and Disaster Recovery as a Service (DRaaS) platforms.

Day to day, you'll:

• Take ownership of technical incidents and service requests that need deeper investigation, seeing them through to resolution
• Monitor customer backup and recovery environments, spotting and fixing issues before they affect service availability
• Support and maintain our BaaS and DRaaS solutions, built primarily on Commvault
• Diagnose and resolve issues across Commvault and the technologies behind it - servers, storage, virtualisation, networking and cloud
• Manage your ticket queue against agreed SLAs, keeping customers informed at every step
• Bring in specialist engineers or technology vendors when a fix needs deeper expertise, with clear, well-documented handovers
• Help build the team's knowledge by contributing to documentation and runbooks that improve first-time fix rates
• Work towards Commvault and supporting technology certifications, with training provided along the way

We want to hear from you if you:

• You've got experience in a 2nd Line Support position.
• Experience with backup, disaster recovery or cyber resilience technologies would be advantageous, but isn't essential. If you're looking to move into a specialist area, we'd be keen to support your development
• You're comfortable with Windows Server, Linux, networking and storage
• You've had some exposure to backup and resilience technologies such as Commvault or Zerto - or you're keen to learn
• You're confident using ticketing and monitoring tools to get to the bottom of an issue
• You think methodically, working through problems to find the root cause rather than just the symptom
• You communicate clearly, whether that's with a customer, a colleague or a vendor
• You stay calm and organised when the ticket queue gets busy
• ITIL Foundation, or working towards a relevant certification, would be a bonus

What's in it for me?

Salary: £ Dependent on experience + benefits

Who you'll be doing it for:

You'll work for our Oriium brand, part of Iomart Group, the UK's leading Secure Cloud Managed Services Provider. We are passionate about delivering Hybrid Cloud, Data Protection, Cyber Security and Secure Connectivity to over 9,000 organisations in the UK and globally.

• We have over 25 years expertise in data centre and cloud services
• Over 600 skilled professionals and turnover over £143 m
• We are Head Quartered in Glasgow with offices in London and Manchester
• We provide critical services across all public and private sectors

We're an equal opportunities employer and want our vacancies to be available to all, so if you need us to make any reasonable adjustments during the process then just let us know.