Managed Services Specialist

Managed Services Consultant L2/L3Brennan. Where true performance thrives. At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. It’s a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology. Why join Brennan True performance for our customers starts with a true belief in our people. It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members. True rewards In addition to competitive remuneration, Brennan offers extensive benefits, including: Training and certification bonuses Culture Awards that recognise excellence Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors Vibrant, fun social activities.An environment that embraces learning and development The RoleAs a key member of the Managed Services team, you will be providing onsite and remote IT support to our Managed Services clients. You will provide 2nd and 3rd level IT support for your assigned clients. This role requires someone that has the ability to solve the most complex, high-impact challenges faced by our customers in a timely and efficient manner.You will take complete technical ownership of your assigned clients, and ensure we deliver excellence in customer service, provide the highest possible level of technical assistance, while adhering to service level agreements. The role requires a very advanced degree of technical skill across a broad range of areas in IT infrastructure and a good understanding of ITIL processes.Role ResponsibilitiesEnsure support SLA targets are achievedProvide L2/3 support for service delivery teams and resolve technical issuesEnsure adherence to ITIL standards, specifically in executing effective Problem and Change Management processes to minimize impact and risk.Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed.Ensure service quality through technical competence and attention to detailStrive for high levels of customer feedback scoresMaintain effective communications with your clientsEnsure adherence to our Service Delivery policies, processes and proceduresWork with Senior Consultants and Account Management staff to ensure effective management of the client baseObtain and maintain industry certificationsPursue select areas of IT specialisationIdentify opportunities to productise new services and offeringsUtilise your technical specialist skills to help build new productsDevelop new strategies to increase efficiency in the systemsPerform system analysis and recommend improvementsKey Competencies and Qualifications requiredMinimum of 8 years IT experience, with managed Services provider exposure preferredAdvanced skills in Wintel environments and broad range of technologiesAdvanced skills in Active Directory and Office 365 managementMaintain expertise in public cloud technologies (Azure/AWS) to ensure efficient, secure, and resilient cloud infrastructure operationsAdvanced knowledge of servers, storage and associated hardwareAdvanced experience working with virtualized environments such as VMWare/Hyper-V, including failover clustersWindows Server Administration (2016/2019/2022)Active Directory, DNS, DHCP, Group Policy, Entra IDVMware / Hyper-V VirtualizationPublic Cloud Administration (Microsoft Azure , M365 and/or AWS)Monitoring tools (SCOM, N-Able, Logic Monitor)Experience with modern Endpoint Protection and Detection platforms (EPP/EDR/XDR) such as Microsoft Defender, SentinelOne, CrowdStrike, Sophos, or Symantec.Citrix / WVD management and application publishing including upgrading, managing securely and administrationBrennan is an equal opportunity employer.