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Roke is a world-class technology and engineering consultancy. Roke delivers advanced research, development services and products to high profile customers who come to Roke with varied and challenging problems to solve.
The Service organisation within the NS Business Unit is organised into Service Lines, and we follow a process framework based on ITIL practices. Our focus is on operating and governing the delivery of services to our customers to the right quality, cost, and performance. The Second Line Engineer plays a critical role in operating the service, providing proactive and reactive support according to incident, request, problem, and change management processes, working directly with the customer and the technologies driving the service, to deliver, maintain, and improve.
We are a friendly and flexible team with a culture of ‘time, trust and freedom’. The role may give the opportunity to work on client site, from the office, in shared workspaces or from home as necessary. We pride ourselves on listening to each other’s aspirations and accommodating wherever possible.
Primary Job Purpose
To provide day-to-day operational support, request fulfilment, and proactive management of technical services provided to the customer
Act as a main point of customer engagement for technical requests and issues, change planning and implementation
Triage and diagnose incidents, determining and enacting resolution/fix, root cause analysis and documentation
Plan, risk assess, and execute against requests, technical changes, and proactive management (patching, updates, testing and implementing planned changes) required Key Responsibilities
Initial customer call management, logging, triage and resolution of incidents and requests
Implement fixes where a known solution or workaround exists
Update tickets and inform Service Desk and/or customer of progress
Perform planned work tasks and maintenance on solutions, configuration changes, and release/deployments.
Provide knowledge base / known error DB updates (documenting and providing updates to colleagues and customers
Initiate and support continual service improvement through identification of opportunities and ownership of activities to effect positive change
Always fully comply with Roke’s policies and procedures.
Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.
Ensure ongoing compliance with access controls, information security management, and configuration management processes.
Support effective service validation and testing
Conduct equipment installations The role will involve travel to customer sites, sometimes at short notice, and participation in an out-of-hours on-call rota (entitling you to on-call/standby payments).
Education and Qualifications
HND in a science or engineering subject or equivalent industry experience.
Knowledge, Skills & Experience
Network: routing and switching, IP networks
Network: security and firewalls
Server infrastructure systems: Linux, Windows Server, VMWare and underlying platforms technologies (hardware, virtualisation, compute/storage/backup)
Operating Systems: Linux (optionally also Windows Server, VMWare)
BASH or Python scripting Desirable:
Software development, testing, diagnostics
PKI, Encryption, Crypto
AWS, Azure, Virtualisation, Cloud
DevOps experience, ideally including tools and techniques such as:
Continuous Integration / Continuous Deployment, Bamboo, Jenkins, Gitlab, Docker, Ansible, Terraform, Chef, Puppet, vRealize, vSphere etc.
Previous IT service or support experience desirable.
Previous experience in a customer facing role desirable.
Due to the nature of this position, we require you to be eligible to achieve SC and/or DV clearance. As a result, you should be a British Citizen and have resided in the UK for the last 5 years for SC and 10 years for DV.
We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive. We can accommodate flexible working arrangements, and support a diverse work-force and those with additional needs