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2nd Line DC Support Engineer

12 August 2021

Ideal is an inspiring place to work where we help customers transform: We create value, accelerate change and mitigate risk in customer’s organisations. We design, implement and support innovative IT solutions across Security Networks, Data Centres, Cloud & Collaboration. We are an independent company, offering a refreshingly different experience to larger IT solutions providers.

We continually invest in our employees’ development and training to keep our skills fresh and enable our employees to further their development whether this be technical qualifications, soft skills training or something personal to them.

We believe in empowering our people and enabling them to work in an environment that is best suited to them, whether that be remote, within our Brighton office or a combination of the two. We welcome applicants from all backgrounds and aim to offer all our staff the support they need to achieve their goals; both personal and career focused. We particularly welcome candidates from under-represented groups in the Tech Community.

The job

Our 2nd Line Support Engineers play a key role within Ideal’s Service Centre. Troubleshooting complex issues for our customer base you will be expected to be a proactive team player, managing support cases through to a quick resolution whilst ensuring cases are accurately recorded and are within the agreed customer SLA’s.

You will be assigned lead role duties for specific customers as you embed yourself within the team. Working as a subject matter expert for that particular customer, you will be responsible for ensuring their environment is maintained proactively to a high performing level and new technologies are adopted where appropriate.

What you'll be doing

  • Investigating and resolving complex technical issues, implementing requests and changes within our customer’s IT estates using agreed troubleshooting methodologies
  • Working with vendors and customers to resolve Problems or adopt an agreed workaround solution to customer’s issues
  • Supporting and taking ownership of ad-hoc projects to develop the capabilities within the Ideal Service Centre
  • Supporting the wider team with knowledge share and personal mentoring, via knowledge base communications (emails, how-to guides etc.), 121’s and contribution at team meetings
  • Lead Engineering Duties - Plan and execute in depth technical customer assessments including vulnerability, best practices and capacity planning leading to stable and secure customer environments. Consulting with customers to determine and produce detailed design documentation based on architectural standards
  • Developing and delivering tactical and strategic plans for the wider Managed Service Customer base. Working with the customers to scope, plan and implement effective solutions to remain up to date in the market
  • Staying abreast of industry trends and technology, ensuring you have sufficient technical knowledge and accreditation to meet to support the company’s Service and Partner objectives.

A good fit for this role will be

  • Meeting and exceeding customer expectations
  • A great communicator, verbal & written, effective relationship builder
  • Excited about learning something new every day
  • Process oriented
  • Extremely self-motivated
  • Maintain/achieve certifications
  • Able to deliver against deadlines and agreed targets
  • An excellent team player
  • Adaptable and organised

Skills and Experience

  • At least 3 years experience within an MSP (or equivalent) environment providing support and administration for Data Centre technologies.
  • Comfortable installing, managing and troubleshooting modern Data Centre platforms (Upgrading/patching, monitoring, backup/recovery, replication, access management). To cover the following areas (with vendor examples):
    • Server Hardware – x86, Blade (Cisco UCS)
    • Storage Arrays (NetApp, PURE, Nimble/HPE)
    • VMWare – ESXi, vCentre, vSphere
    • Operating Systems (Windows/Linux)
    • Data Loss Prevention – Backup/Recovery (Veeam), Replication (Zerto)
  • Experience of working to Service Delivery best practices (ITIL), following and developing operational processes
  • Results driven and ability to self-manage
  • Questioning approach and use of own initiative
  • Accurate detail orientated with great analytical and problem-solving skills
  • Ability to manage own workload, prioritise to meet key deadlines and work across the broader team
  • Communicates fluently in English, orally and in writing, and can present complex information to both a technical and non-technical audience
  • Ability to work in a fast-paced deployment services environment
  • Passion for resolving technical issues, and a ‘can-do’ attitude


Optional (but useful) skills

  • Support & administration of complementary Cloud technologies, notably Microsoft 365 & Azure
  • Scripting skills (eg. Powershell)
  • Network support and administration
  • Full UK Driving License

Key information

  • This role is based within a 24/7 Service Centre, working Monday-Friday 08:30-17:00
  • To include On-Call duties as part of a rostered commitment
  • Development opportunities to expand skills to cover multiple Data Centre, Security and Cloud technologies with fantastic exposure to new products and technologies
  • Proven development pathways to 3rd Line and Project engineering roles
  • Compensation for supporting maintenance outside of core hours and On-Call duties


What you can expect from us

  • Flexible & remote working
  • A competitive benefits package, including 25 days annual leave (plus Bank Holidays)
  • Extensive training & development opportunities with paid study leave
  • Community focused groups such as our in-house Diversity, Inclusion & Belonging Team and Culture Club

How to apply

To apply email with your CV and tell us why you’d love to work with us and why we’d love to work with you.

To all recruitment agencies: We do not accept agency resumes. Please do not forward resumes on to or to Ideal employees. Ideal will not accept responsibility for any fees related to unsolicited resumes.