Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Overall purpose of the job:
- Act as an escalation point for the wider support teams, specifically around issues involving Storage, Virtualization amongst various supported technologies.
- Provide specialist support to maintain the stability, functionality and integrity of Exponential-e Cloud infrastructure.
- Work with other technical departments in order to train and build up the knowledge base for Cloud/IT services within Exponential-e Ltd.
- Contribute to the design, delivery and support of large and small projects relating to cloud and service transformation
- Participate in an on-call rota as required.
Key responsibilities for this job:
- Provide subject matter expertise for technical solutions and delivery teams.
- Respond to support calls within the agreed OLAs; ensuring calls are analyzed and worked on until closure to prevent future occurrences, and that call resolution priorities are met.
- Troubleshooting customer technical faults, working with external vendors and service providers to achieve fault resolution.
- Maintain an understanding of the internal escalation process to reduce escalation and OLA breaches.
- Maintain professional working relationships with customers, suppliers, work colleagues and other departments.
- Ensure all knowledge base documents are updated, stored consistently in a single system.
- Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis.
- Ensure that there is adequate documentation for all Cloud architecture and processes.
- Conduct upgrades of Cloud products and services.
- On-call as per the agreed rota.
- Any other fair and reasonable task or duty assigned to you by your Manager, or other senior Exponential-e Ltd staff member.
Knowledge and experience required:
- Strong knowledge of VMware and virtualization technologies. (vCloud Director and vSphere)
- Experience configuring and deploying a shared and private cloud infrastructure.
- Exposure to enterprise cloud environments with multiple hosts and clusters.
- Experience working with in a Managed Services or Cloud Provider environment.
- Knowledge of Public Clouds such as Amazon AWS and Microsoft Azure etc., would be
- Understanding and working knowledge of ITIL Framework.
- Experience in storage technologies from leading vendors such as Dell EMC, HP, NetApp etc.
- Familiarity with disaster recovery and backup technologies such as Zerto and Commvault.
- Fundamental understanding of networking technologies.
- Experience of supporting Technical projects
- Highly adaptable, proactive, being able to multi-task and work well under pressure.
- Effective communication both verbally and in written form.
- Be able to work collaboratively and coordinate with other departments/individuals at all levels.
- Be responsible and accountable to be able to make strong judgement decision.
Our People
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
