Cloud and Performance Engineer

Version 1; City of Edinburgh; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading technology services company is seeking a skilled Performance Engineer for their Edinburgh-based ASPIRE Global Service Centre. The successful candidate will be responsible for providing exceptional technical support and maintaining an efficient IT infrastructure, focusing on customer service and innovative solutions. Ideal candidates will have experience with AWS, VMware, and service desk management tools. A commitment to continuous improvement and the ability to communicate complex technical concepts clearly are essential. The role offers a competitive salary and an extensive benefits package.

Benefits

Quarterly Performance-Related Profit Share

Flexible/remote working options

Private Healthcare Cover

Gym Discounts

Educational assistance for certifications

Generous holiday allowance

Qualifications

• Minimum of 2-5 years of experience in deskside support.
• Strong understanding of IT infrastructure and troubleshooting methodologies.
• Experience with service desk management tools and cloud technologies.

Responsibilities

• Deliver prompt assistance for IT-related challenges.
• Monitor and manage system alerts to address performance issues.
• Participate in IT projects such as system upgrades and deployments.

Skills

Technical Support

Problem-Solving

Customer Service

Communication

Analytical Skills

Education

2-5 years of experience in deskside support

ITIL v4 certification (preferred)

Tools

JIRA

ServiceNow

Job description

Company Description

Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!

Job Description

Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

We are looking for a skilled and results-oriented Performance Engineer based in Edinburgh. In this role, you will serve as the primary point of contact for local technical support at our organisation's customer site. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.

The ideal candidate will play a pivotal role in resolving advanced technical issues within AWS, VMware, Microsoft Office, Java, Angular, Kubernetes and Windows service environments. This position requires proficient knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support. Experience with JIRA is preferable.

This is a full-time role based at a customer site in Edinburgh.

Key Responsibilities:

• Focused on the output and analysis of Dynatrace (the monitoring solution) from within the ‘control room’
• Proactively identify performance or capacity issues and taking action where appropriate whilst working closely with Service Desk analyst to understand issues identified and resolutions
• Monitor and manage system alerts to address potential issues before they escalate.
• Log and manage incidents, service requests, and queries in the JIRA ITSM system.
• Log and manage system defects and work in conjunction with the Development team throughout the release lifecycle, through UAT and deployment
• Ensure timely resolution of incidents and performance issues in line with Service Level Agreements (SLAs).
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• Contribute to the development and maintenance of the IT knowledge base.
• Deliver excellent customer service and build strong relationships with end-users.
• Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• Participate in IT projects, such as system upgrades or deployments, when required.
• Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• Participate in ongoing training and development to stay current with IT trends and technologies.

Qualifications

Skills, Education & Qualifications:

• Minimum of 2-5 years of experience in deskside support.
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• Experience with service desk management tools (e.g., JIRA, ServiceNow).
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem-solving abilities with a Customer-focused mindset.
• Confidentlyexplain technical concepts to non-technical users.
• Ability to manage multiple priorities and meet deadlines.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office 365 Support (M365 & O365)
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
• Knowledge of AWS and Azurefundamentals.
• Experience of Java, Angular and Kubernetes
• Proficiency in Azure Active Directory and Group Policy Support.
• Technical proficiency in Windows Server and Linux(preferable but not essential) operating systems.

Additional Information

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.

Ashley Smith - Talent Acquisition Capability Partner

[e-mail] #LI-AS1