Associate Managed Services Engineer
Date: Nov 6, 2024
Location: North Sydney, AU, 2060
Company: Optimizely
Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian DocuSign, FitBit, and Zillow. Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast. We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.
If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you!
Introduction
The Associate Managed Services Engineer is part of Optimizely’s Technical Support Services (TSS) team. The TSS team provides high service availability and responsive service desk support to Optimizely’s hosted and cloud customers. This may include fulfilling service requests, resolving incidents, or performing provisioning and customer onboarding activities. The Associate Managed Services Engineer will work under the guidance of the Team Lead and more senior Managed Services Engineers to help deliver the best possible and most responsive customer service to our customers and partners.
Job Responsibilities
- Work on 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.
- 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.
- Demonstrate flexibility to work any shift including weekends.
Knowledge and Experience
- English language proficiency (C1 at least).
- Minimum 1 to 3 years operational experience in one or more of the following skills or environments:
- 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, and/or IIS
- Virtualization Software and Services
- Application and Data Security
- Amazon Web Services (AWS)
- CDN services
Education
Bachelor's degree in Computer Science, IT or Telecommunication preferred or equivalent working experience
Why you'll love working at Optimizely
- Private Health Insurance (single or family cover)
- Death and TPD Coverage
- 12-14 Public and Company Holidays
- Flexible Working
- Paid time off
- Paid Parental Leave
- Parental Phase Back to Work
- Support Services (Employee Assistance Program)
- Superannuation
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.