Overview
At Viatel Technology Group, we know that great technology is important, but it's the people behind it that make the real difference.
For more than 26 years, we've helped organisations across Ireland get the most from their technology through communications, cloud, networking, cybersecurity, and digital services. Our role is simple: to take the complexity out of technology so our customers can focus on running and growing their businesses.
Today, more than 300 people work across the Viatel Group, bringing expertise, teamwork, and a customer-first mindset to everything we do. We're proud to have been recognised as a Deloitte Best Managed Company and Guaranteed Irish Technology Company of the Year 2024.
We're committed to building a workplace where people feel supported, valued, and trusted to do their best work. We welcome different perspectives, invest in learning and development, and create opportunities for people to grow their careers.
If you're looking to join a company that values its people as much as its customers, we'd like to hear from you.
This Role
The role is a senior role within the System Centric Services Team in the Service Centre Department of the Viatel Digital Services business unit with technical responsibility for our customers ICT systems & services. The Senior Engineer will ensure the technical solutions are operating effectively and securely aligned to service agreement objectives with a focus on continuous improvement / service innovation.
The Senior Engineer will have 5+ years of experience in the use of Microsoft Azure, Microsoft 365, Virtualisation solutions, Data Protection and Security technologies and desire to further develop skills in emerging technologies including Data Management, AI & Cyber Security. The successful candidate will lead technical service reviews and requires excellent communication & collaboration skills working with our customers and other groups within Viatel.
Responsibilities:
- Act as the senior technical authority for assigned strategic managed services customers.
- Build strong trusted advisor customer relationships with assigned customers.
- Lead and manage technical consultations, changes, improvements and service reviews.
- Provide technical leadership on all aspects for supported services including Cloud Services, Infrastructure, Data Protection, Disaster Recovery and Security.
- Understand customer priorities and ensure technical services are aligned accordingly.
- Manage technical services to ensure high levels of customer satisfaction and quality.
- Identify service improvement opportunities and proactively recommend enhancements.
- Provide escalation support to wider Viatel Service Centre teams, including OOH support.
- Ensure Infrastructure management is in line with industry best practices and customer expectations.
- Work with customers and the sales team to develop ICT roadmaps and service improvements.
- Manage technical service reporting ensuring information provided to customer as agreed.
- Participate in training activities for new technologies, procedures, and service enhancements.
- Oversee development of customer service definitions, and (IT Glue) knowledge base.
- Collaborate with other Service Centre teams to ensure services and resources are aligned to service level objectives.
- Participate in major incident management processes
- Comply, maintain and promote information security in Viatel.
- Develop and instil a positive, collaborative and customer-focused culture.
- Coach and support other team members as technical mentor.
- Assist in evaluating new technologies, services and processes.
- Maintain technical certification and evaluate the potential application for customer environments.
Requirements:
- Proven experience in technical Service operations in ICT Managed Services (MSP) environment.
- Focused on building strong relationships and delivering exceptional customer service.
- Demonstrable experience in delivering technical services meeting SLA/KPI objectives.
- Ability to manage multiple customers and priorities simultaneously.
- Experienced in managing and improving technical services.
- Advanced knowledge of Microsoft Cloud, technical support services and tools, cybersecurity tools & security best practices.
- Strong communication and client-facing skills with a customer-first mindset.
- Experience in coaching & mentoring service engineers.
- Excellent troubleshooting and analytical skills.
- Highly organised with strong attention to detail.
- Proactive and improvement oriented.
- Professional, approachable and supportive mentor.
Technical Requirements & Experience
- Minimum of 5 years experience in a similar role.
- Relevant experience and/or certification in:
- Cloud Services (Essential)
- Microsoft Azure IaaS, PaaS (AKS/AVD/SQL), Security
- Microsoft 365 Intune, Entra ID, Defender, SharePoint, Teams
- Virtualisation (Desirable)
- VMware vSphere, vCenter, vSAN, VXRail
- Hyper-V, VMM, S2D, Nutanix, SimpliVity
- Infrastructure (Desirable)
- HPE / Dell (servers, storage, networking, hyper-converged)
- FortiGate, Palo Alto, SonicWALL, Sophos SG/XG
- Windows Server
- SQL Se
- Linux RHEL/Ubuntu/CentOS/Debian
- Data Protection (Desirable)
- Azure Backup/DPM, Azure Site Recovery
- Commvault, Veeam
- Management and Monitoring (Desirable)
- LogicMonitor, ConnectWise RMM, ConnectWise Manage
- ITIL Certified or relevant experience.
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Microsoft certifications in M365, Azure, Security Administration and Modern Workplace.
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Knowledge of cybersecurity frameworks and compliance standards.
What we offer:
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Health Insurance Contribution
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Pension (company matched up to 5%)
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Discounted Broadband
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Income Protection
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Maternity/Paternity Benefit
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Flexi Days during summer months
