Job Summary
Working as part of our technical Support team servicing & supporting our UK and international customers with their IT, Server/Storage and Data Networking hardware faults. This is a customer facing technical role focusing on diagnostics, triage and incident resolution. Our aim is to resolve our customers’ faults first time and within agreed contractual service levels.

In addition to having strong analytical and problem solving skills, as an L2 Technical Analyst you will have good technical knowledge with hands on experience within the hardware break/fix arena in one or several core IT products. Cameo’s core IT products are, but not limited to HPE, Dell, IBM, Lenovo, EMC, Netapp, Hitachi, Cisco and Fortinet. A background in parts compatibility and identification is essential and our product portfolio will adapt accordingly so the role requires the ability to accept change along with a thirst to learn, scope out solutions and create knowledge for other team members to consume…

As customer excellence is at the heart of our team ethos, the role will include supporting customers and colleagues to ensure the best experience and technical support is provided to our channel partners and their customers. The role requires excellent and effective communication skills to converse technically and non-technically with both customers, field engineers and office colleagues alike.

Working within an Incident Management framework the role will support other resolver groups. Diving knowledge will be a key part of the role. The Engineer will work with various hardware and software solutions, troubleshooting and triaging to a resolution. The role requires good organisational competency and experience working within a technical support role.

Core office hours are Monday to Friday, 9am to 5.30pm. Participation in an out of hours standby rota will be required.

Duties

• The role’s main focus is technical diagnostics and triage to resolve incidents quickly and efficiently enabling Cameo to deliver on our contractual commitments and ensuring a positive customer experience. It encompasses call ownership of hardware break/fix faults throughout the whole of the incident lifecycle.

Always striving for service excellence and customer satisfaction, your role will include:

• Accept cases that are functionally escalated by L1.
• Receive, log, and track technical requests and incidents proposing a solution to resolve Incidents…
• Own, progress and manage assigned open cases providing customer resolution within the SLA, i.e. providing responses, updates, case comments, setting tasks & events.
• Utilise Remote and Diagnostics tools as needed to troubleshoot / resolve faults.
• Utilise unique responses to call home alerts and diagnostic logs to troubleshoot issues as they arise.
• Carry out parts identification, parts sourcing and parts dispatch activities.
• Coordinate and support Field Engineers, providing tech articles, knowledge and clear instruction on path to resolution
• Escalate complex technical issues to 3rd line engineers or Cisco TAC/ Manufacturer, where necessary.
• Follow escalation procedures when a Service Level Agreement is in jeopardy.
• Proactively keep users informed of the progress of their case at all times
• Ensure quality standards in terms of customer experience and call management are adhered to.
• Complete call closure activities according to standard procedures.
• Provide Root Cause Analysis for incidents where required…
• Provide technical support to field engineers when called upon by the field engineer
• Travel for scheduled work and the possibility of emergency faults/projects
• On-Call Rotation
• Ensure continuous service improvement by highlighting any issues, process gaps or service improvements to Service Management.
• Build effective and professional relationships with colleagues, customers, suppliers, and other stakeholders.
• Adhere to ad-hoc activities as determined by the Technical Director.

Key Personal Requirements

The ideal person for this role will have strong technical skills and experience in a server and storage support environment.

Essential

• Strong problem solving and technical skills with analytical thinking
• Good knowledge and experience of one or more of the Tier one server and storage systems (HP, Dell, IBM, Lenovo, EMC, Netapp, Hitachi)
• Experience in parts identification and compatibility
• Flexible, can-do attitude, embraces change
• Pro-active learning with a thirst for knowledge
• Excellent customer service and communication skills (written and verbal)
• Strong co-ordination, organisational and prioritisation skills
• Ensure data integrity, security, and compliance with industry standards.
• Maintain system documentation, runbooks, and incident reports.
• 3-7 years in IT infrastructure, server, or storage engineering roles.

Desirable

• Proficiency in virtualization (VMware vSphere, Microsoft Hyper-V).
• Familiarity with backup and disaster recovery strategies.
• Experience with automation tools (PowerShell, Ansible, Terraform).
• Relevant certifications ( MCSE, VMware VCP, AWS/Azure Certifications, NetApp/HPE/Dell EMC Storage Certifications )

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Free parking
• On-site parking
• Private medical insurance

Schedule:

• Monday to Friday
• Weekend availability

Work Location: In person

Reference ID: L2 Technical Analyst - IT Server and Storage Engineer