The Enterprise Support Engineer has 3rd line level Linux System Administration skills and a background in Hosting / Managed Service Provider environments. Providing day-to-day technical support to enterprise customers across hybrid and public cloud environments, you will own incidents through to resolution, troubleshoot infrastructure, and applications, and contribute to service improvement initiatives.
Key Responsibilities include:
Troubleshoot and resolve technical issues across Linux and Windows systems, networking, applications, and cloud platforms.
Own incidents and service requests, ensuring timely resolution in line with SLAs.
Serve as a primary point of contact for customers, providing clear updates and guidance.
Support routine maintenance, patching, and updates across customer environments.
Monitor systems, networks, and applications proactively.
Document support activities, resolutions, and customer interactions clearly.
Contribute to knowledge base articles, runbooks, and operational documentation.
Collaborate with internal teams to resolve issues and improve service delivery.
Other Requirements:
Based in the UK with the right to work.
Potential participation in on-call or out-of-hours support rotations
Essential requirements
- Extensive hands-on experience supporting Linux systems.
- Previous experience in a hosting environment
- Experience supporting AWS.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, routing, switching).
- Experience in enterprise infrastructure support (servers, storage, firewalls, load balancers).
- Strong troubleshooting and analytical skills.
- Familiarity with ITIL incident and change management.
- Experience in an MSP or managed services environment.
- Excellent written and verbal communication skills.
Highly desirable experience
- Exposure to Terraform and/or Ansible.
- Scripting/automation experience (Bash, PowerShell, Python).
- Exposure to other public cloud platforms (Azure, GCP).
- Cloud or infrastructure certifications.