We’re starting a new chapter as a combined business with Optimizely as we proudly join forces to create a new wave of digital leaders by transforming digital experience creation and optimization. In September 2021 we will move forward as a combined business under the name Optimizely.
Episerver is consistently ranked as a market leader in digital experience creation, supporting the digital journeys of 9,000+ global brands, while Optimizely is the world’s leader in experience optimization. Combined, these two powerhouses create the most advanced digital experience platform in the industry. Together our mission is simple; we empower people to unlock their digital potential by giving them the tools and the confidence they need to operate freely so that they can create and optimize digital experiences that result in outsized outcomes for businesses and people.
The scale of our product has created tremendous potential for growth with Episerver + Optimizely – growth of teams, growth of influence, and growth of personal careers. If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started...
The Managed Services Engineer is part of Episerver’s Technical Support Services (TSS) team. The TSS team provides high service availability and responsive service desk support to Episerver’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or performing provisioning and customer onboarding activities. The position requires the right blend of technical depth, breadth, experience and process awareness to handle the day-to-day responsibilities of these offerings.
As a Managed Services Engineer, you will
Respond to assigned service tickets and work through to successful resolution while meeting or exceeding all service level and customer satisfaction objectives.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Follow standard departmental operating procedures; including accurately logging and updating all service tickets using the defined tracking software and utilizing handover and escalation processes.
Effectively prioritize and manage individual service ticket queues
Individually contribute to the team’s meeting or exceeding their service KPIs.
Participate in regularly scheduled handover and triage meetings.
Complete assigned training and adhere to compliance requirements.
Embrace and promote continuous improvement efforts while providing feedback and input.
Contribute with feedback to improve existing KB articles, FAQ’s and documentation.
Demonstrate flexibility to work any shift including weekends and to be on call outside of standard business hours.
English language proficiency (C1 at least).
Minimum 3+ years operational experience in the following areas:
Fast paced, high transaction NOC, Data Center or Managed Hosting environment
Microsoft Azure Services
Supporting web-based applications
Systems Administration experience with Windows Server, SQL Server, IIS, and/or Cluster Services
Virtualization Software and Services
Application and Data Security
Amazon Web Services (AWS)
Load Balancing technologies
ITIL foundation training and certification preferred.
Must possess a sense of urgency and passion for customer service.
Superb troubleshooting and analytical skills.
Must demonstrate the ability to address problems quickly.
Ability to work independently with minimal supervision while focused on delivering results set forth by management.
Ability to handle and prioritize multiple tasks while maintaining attention to detail.
Flexibility to occasionally work outside normal business hours including weekends.