Posted 11 June, 2026
System Centric Services - Senior Engineer
Viatel
Limerick, Ireland
Full Time
Reference: 1651755466
Responsibilities:
Senior Engineer
Requirements:
Senior Engineer
- Act as the senior technical authority for assigned strategic managed services customers.
- Build strong "trusted advisor" customer relationships with assigned customers.
- Lead and manage technical consultations, changes, improvements and service reviews.
- Provide technical leadership on all aspects for supported services including Cloud Services, Infrastructure, Data Protection, Disaster Recovery and Security.
- Understand customer priorities and ensure technical services are aligned accordingly.
- Manage technical services to ensure high levels of customer satisfaction and quality.
- Identify service improvement opportunities and proactively recommend enhancements.
- Provide escalation support to wider Viatel Service Centre teams, including OOH support.
- Ensure Infrastructure management is in line with industry best practices and customer expectations.
- Work with customers and the sales team to develop ICT roadmaps and service improvements.
- Manage technical service reporting ensuring information provided to customer as agreed.
- Participate in training activities for new technologies, procedures, and service enhancements.
- Oversee development of customer service definitions, and (IT Glue) knowledge base.
- Collaborate with other Service Centre teams to ensure services and resources are aligned to service level objectives.
- Participate in major incident management processes
- Comply, maintain and promote information security in Viatel.
- Develop and instil a positive, collaborative and customer-focused culture.
- Coach and support other team members as technical mentor.
- Assist in evaluating new technologies, services and processes.
- Maintain technical certification and evaluate the potential application for customer environments.
Requirements:
- Proven experience in technical Service operations in ICT Managed Services (MSP) environment.
- Focused on building strong relationships and delivering exceptional customer service.
- Demonstrable experience in delivering technical services meeting SLA/KPI objectives.
- Ability to manage multiple customers and priorities simultaneously.
- Experienced in managing and improving technical services.
- Advanced knowledge of Microsoft Cloud, technical support services and tools, cybersecurity tools & security best practices.
- Strong communication and client-facing skills with a customer-first mindset.
- Experience in coaching & mentoring service engineers.
- Excellent troubleshooting and analytical skills.
- Highly organised with strong attention to detail.
- Proactive and improvement oriented.
- Professional, approachable and supportive mentor.
Technical Requirements & Experience - Minimum of 5 years' experience in a similar role.
- Relevant experience and/or certification in:
- Cloud Services (Essential)
- Microsoft Azure - IaaS, PaaS (AKS/AVD/SQL), Security
- Microsoft 365 - Intune, Entra ID, Defender, SharePoint, Teams
- Virtualisation (Desirable)
- VMware vSphere, vCenter, vSAN, VXRail
- Hyper-V, VMM, S2D, Nutanix, SimpliVity
- Infrastructure (Desirable)
- HPE / Dell (servers, storage, networking, hyper-converged)
- FortiGate, Palo Alto, SonicWALL, Sophos SG/XG
- Windows Server
- SQL Se
- Linux RHEL/Ubuntu/CentOS/Debian
- Data Protection (Desirable)
- Azure Backup/DPM, Azure Site Recovery
- Commvault, Veeam
- Management and Monitoring (Desirable)
- LogicMonitor, ConnectWise RMM, ConnectWise Manage
- Cloud Services (Essential)
- ITIL Certified - or relevant experience.
- Microsoft certifications in M365, Azure, Security Administration and Modern Workplace.
- Knowledge of cybersecurity frameworks and compliance standards.
