Support Engineer Apprentice
Bango.net Limited · Cambridge
The Role:
Monday - Friday 0900-1730 (Worked in office (study days can be from home)
With a passionfor learning and a ‘can do’ attitude you will join a team that monitors andmaintains the Bango environment. Bango utilise a wide range of cutting-edgetechnologies to deliver its services and is actively scaling its operation on aglobal basis to support its growth. Working for Bango you will have highpersonal integrity, honesty, reliability, and dedication.
· Providelevel 2 technical support to all Bango Partners, demonstrating a customerfocused attitude and technical expertise within the Bango systems.
· Workclosely with first level, acting as a mentor, to ensure BAU tasks can be fullyabsorbed by 1st line engineers and therefore covered 24/7.
· Providesdocumented guides and technical workshops to peers to ensure appropriateknowledge sharing.
· Keyrole during incidents, including diagnosis, troubleshooting, root causeidentification, service restoration, clean up activities and implementation ofpreventative measures as well as internal and external communications (Eitherdirectly or via escalation).
· Responsiblefor the completion of OIR reports for Major Incidents.
· Pro-activeapproach towards development/Implementation of working tools, workaround processesand automations to ensure effective management of the Bango environment.
· Workclosely across functions (including Engineering, Delivery, Finance and otherBango teams) to seek support when needed, ensuring priorities are aligned andSLA’s are met.
· Responsiblefor documenting and implementing internal change requests within the operationsteam including full test plan. (i.e. certificate rotations)
· Keepingstakeholders updated regarding any complex ongoing change, activity or incidentaffecting the service in line with contracted SLA’s.
· Partneronboarding – configuration tasks for existing and new customers joining theBango platform.
· Monitoringset up and configuration, and regular thresholds review with first line team toensure reduction on false alarms as well as effective platform monitoring.
· Attendand participate in customer scheduled meetings to assist / troubleshoot liveissues when needed (e2e testing)
· Reportingand reconciliation activities to diagnose potential operational issues causingrecords alignment.
Perks & benefits
Skills required
Essentials:
· Minimumof 2 year’s experience in a technical support / NOC environment
· Workingknowledge of SLA’s
· Experienceof analysing data within a SQL database
· Proven trackrecord of troubleshooting technical issues / complex problem solving
· Highstandard organisational skills and exceptional attention to detail
· Excellentoral and written communication skills with both technical and non-technicalaudience
· Proventrack record of learning new technologies including employer specific software
· Levelhead, calm and clear thinking, open minded and flexible
· Whiletravelling is not an essential part of the role, it might be required from timeto time.
Ability to understand complex concepts and systems
Exceptional Computer Literacy
Desirables:
· Experienceacting as a service delivery manager or supplier manager
· Supportof a web-based internet service operating in a ‘real time’ mission criticalenvironment.
· Basicknowledge of SQL
· BasicKnowledge of NoSQL DB’s (MongoDB)
· Knowledgeon other scripting language such as PowerShell / Python
· Experienceof Windows Server, web servers, and a basic knowledge of .Net
· Experienceon AWS cloud services
· Experienceof virtualisation, security or SAN
· Experiencein performing maintenance, monitoring, and optimization
· Goodworking knowledge of data security and protection
Qualifications required
- GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths)
Training you'll get
Firebrand’s sector-leading Level 4 Dev Ops Engineer (L4DO) Apprenticeship Programme develops apprentices to understand the concept of DevOps and how the practice is implemented throughout the development lifecycle.
Apprentices will learn how to integrate automatic security controls into DevOps processes and tools, including testing processes as part of a CI/CD pipeline for a successful DevOps implementation.
Firebrands course is delivered either Online (online live instructor led), or face to face in the classroom environment (your choice). Our Subject Matter Experts (SMEs), Learning Mentors (LMs) and world-leading trainers prepare apprentices to work across multiple sectors.
Completion of this apprenticeship will provide learners with the following world class vendor certifications in addition to the DevOps Engineer apprenticeship:
- BCS Level 4 Diploma in Software Development Methodologies
- BCS Foundation Level Certificate in DevOps
- CSA Certificate of Cloud Security Knowledge
- AWS Certified DevOps Engineer Or
- Microsoft Certified Azure DevOps Engineer
Key areas covered are:
- Programming in Python
- Test Driven Deployment
- Continuous Integration and Deployment
- General purpose programming
- Infrastructure-as-code
- Scripting & API’s
Future prospects
The essentials
Hours, commitment and the dates that matter.
Training provider
Delivers the training for this role and manages your application.
