Cloud and Performance Engineer

• Job Description

  Our ASPIRE Global Service Centre is the central hub of our Service Management operations. Beyond a traditional Service Desk, it stands as the central authority and shared service delivery hub, orchestrating all operational workflows, processes, procedures, and tooling. It’s a core delivery component of the Version 1 ASPIRE Managed Services offering that places AI, continuous improvement and business innovation at the heart of everything Version 1 does. With a focus on supporting self-service and automation, we utilise the best digital capabilities of the ServiceNow ITSM tooling product to provide the very best experience to our customers.

  We are looking for a skilled and results-oriented Performance Engineer based in Edinburgh. In this role, you will serve as the primary point of contact for local technical support at our organisation's customer site. Your responsibilities will include delivering prompt and professional assistance to resolve IT-related challenges, enabling your colleagues and customers to remain productive and achieve their goals. With a strong focus on delivering exceptional customer service, you will apply your technical expertise to ensure a dependable IT infrastructure. Whether addressing first-level issues, escalating complex problems, or performing maintenance tasks, you will be dedicated to maintaining an efficient and seamless IT environment.

  The ideal candidate will play a pivotal role in resolving advanced technical issues within AWS, VMware, Microsoft Office, Java, Angular,  Kubernetes and Windows service environments. This position requires proficient knowledge of cloud technologies, outstanding problem-solving abilities, and a commitment to providing unparalleled support.  Experience with JIRA is preferable.

  This is a full-time role based at a customer site in Edinburgh.

   

  Key Responsibilities:

  • Focused on the output and analysis of Dynatrace (the monitoring solution) from within the ‘control room’
  • Proactively identify performance or capacity issues and taking action where appropriate whilst working closely with Service Desk analyst to understand issues identified and resolutions
  • Monitor and manage system alerts to address potential issues before they escalate.
  • Log and manage incidents, service requests, and queries in the JIRA ITSM system.
  • Log and manage system defects and work in conjunction with the Development team throughout the release lifecycle,  through UAT and deployment
  • Ensure timely resolution of incidents and performance issues in line with Service Level Agreements (SLAs).
  • Maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
  • Contribute to the development and maintenance of the IT knowledge base.
  • Deliver excellent customer service and build strong relationships with end-users.
  • Conduct routine health checks of systems, applications, and networks to ensure optimal performance.
  • Participate in IT projects, such as system upgrades or deployments, when required.
  • Collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery. 
  • Participate in ongoing training and development to stay current with IT trends and technologies.

  Qualifications

  Skills, Education & Qualifications:

  • Minimum of 2-5 years of experience in deskside support.
  • Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
  • Experience with service desk management tools (e.g., JIRA, ServiceNow).
  • Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
  • Strong communication, interpersonal, and problem-solving abilities with a Customer-focused mindset.
  • Confidently explain technical concepts to non-technical users.
  • Ability to manage multiple priorities and meet deadlines.
  • Strong analytical and reporting skills.
  • Proficiency in Microsoft Office 365 Support (M365 & O365)
  • Understanding of basic networking concepts (TCP/IP, DNS, DHCP)
  • Knowledge of AWS and Azure fundamentals.
  • Experience of Java, Angular and Kubernetes
  • Proficiency in Azure Active Directory and Group Policy Support.
  • Technical proficiency in Windows Server and Linux(preferable but not essential) operating systems.