Senior Systems Engineer - AWS - Edinburgh

IT roles
Ref: 55 Date Posted: Thursday 16 May 2019
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*Senior Technical Support role  -  AWS -  based Edinburgh or Newcastle *


Pulsant is a leading UK provider of hybrid cloud solutions, expert colocation and infrastructure services across several key industry sectors.


We have big ambitions for the future – and want to speak to the right people with the right energy and values to take us there.  We are currently seeking a Senior Systems Engineering professional to join our team.


Role & Responsibilities:


Senior Technical Support Engineers work for Pulsant’s 3rd Line Support teams based in Newcastle and Edinburgh.  3rd Line engineers have various technical disciplines, split into 3 broad categories, network, server and application.


Senior Systems Engineers are responsible for supporting a wide range of Pulsant services for customers both remotely and onsite, following ITIL best practices.


Your role will be:

  • To resolve incidents and problems both directly from customers and through technical escalation
  • Respond to requests and execute changes
  • Respond to each ticket within the agreed Response SLA
  • Quickly escalate tickets that cannot be resolved to the appropriate customer support team in line with Pulsant support processes
  • Resolve Incidents, Requests and Changes within the agreed target Resolution SLA
  • Work with vendors
  • Form part of the on-call rota


Skills & Experience


  • Experienced with Cloud technologies
  • Solid experience supporting Linux
  • Solid AWS experience
  • Strong Shell scripting skills, and experience with automation tools
  • Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP
  • In depth understanding of networks, protocols and internet technologies
  • Good understanding of ISO/BSI and ITIL frameworks
  • Good understanding of working with Service Level Agreements


In addition to developing your technical skills - you will benefit from a great salary, bonus, pension, private health care, free breakfasts and a fantastic team focussed work environment.


We have a commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone.