Technical Support Engineer
Graduate job Cambridge (Cambridgeshire) Administration
Job description
Job title: Technical Support Engineer
Based in: Cambridge (UK)
Reporting to: Technical support manager EMEA
Job purpose: To support HP Software’s Digital Safe product set. Digital Safe is HP’s cloud based email archiving solution. HP has been rated the market leader in Enterprise Information Archiving according to Gartner. The successful candidate will join a growing team of ten technical support engineers who form part of a wider operations support group operating a 24 hour follow the sun support model
Hours: 09:00 – 19:00 Sunday - Wednesday
Key responsibilities:
· Diagnosis and repair of incidents within the Digital Safe environment
· Communication to the client and to internal teams in relation to incident ticket first response and updates in line with internal targets
· Managing information by ensuring ticket notes are kept up to date and are complete
· Planning & organising changes within the Digital Safe environment
· Monitoring & reporting of incidents relating to the Digital Safe environment, particularly in relation to hand over as part of a follow the sun support organisation and critical situation management
· Creating & developing automated diagnosis and configuration tools
· Participating in the culture of continual service improvement within the Digital Safe operations team
Desired profile
Education & experience required:
· Two or more years supporting relevant technologies:
o CentOS / Redhat or other RHEL based systems
o Java based applications
o Xen or KVM, other virtualisation technologies
· Supporting customers by phone and through a ticketing system
· Creating and maintaining scripts in PERL and bash
Knowledge & skills. Any of the following are an advantage:
· Redhat certified engineer, LPIC or equivalent
· ITIL v3 Foundation
· Linux based networking: iptables and keepalived
· Database administration including backup, restore and replication in postgres and/or SQL server 2008 / 2013, T-SQL
· Load balancing technology: HAPROXY, IPVSADM
· Web / application servers (httpd / jboss)
· Mail transfer agents (Postfix / Apache James or other MTA technology)
· Windows server 2008 R2 and 2012 administration
· Project management skills
· SSL certificates and certificate chains
· Database administration including backup and restore in MySQL
· CHEF or other configuration management system
· RUBY
About HP - Hewlett Packard
Hewlett-Packard, abrégé en HP, est une entreprise d’informatique créée par deux diplômés de l’université de Stanford, Bill Hewlett and Dave Packard, démarrée dans un garage en 1939. HP, qui fabriquait et vendait à l’origine des appareils électroniques (instruments d’essais et de mesure, notamment), s’est progressivement tourné vers l’informatique et les périphériques : ordinateurs, imprimantes, serveurs, scanners, appareils photo numériques, etc. Hewlett-Packard vend aussi bien aux professionnels qu’aux particuliers, et réalise un chiffre d’affaires annuel d’environ 125 milliards d'euros. L’entreprise produit près de la moitié des imprimantes vendues dans le monde, celles-ci étant à l’origine du quart de son CA.