The Hosting Operations Engineer provides Level 2 operational support for servers and associated infrastructure at local sites. Reporting within the Hosting Operations team, the role maintains service availability, resolves incidents and carries out approved maintenance in line with Group IT standards and local business requirements.
The role works independently on routine operational tasks and established troubleshooting procedures, escalating complex faults, design decisions and changes outside its authority to Level 3 specialists. The position must be based in the United Kingdom and requires British citizenship to meet the specific regulatory requirements applicable to the systems supported. Must be able to attend local sites within the UK as required for operational support and planned maintenance.
Key Responsibilities
• Provide hands-on Level 2 support for local physical and virtual servers, operating systems, storage and associated hosting services.
• Investigate and resolve server incidents and service requests within agreed service levels. Own assigned tickets, communicate progress and escalate with clear diagnostic evidence when required.
• Monitor server availability, performance and capacity. Respond to alerts, complete routine health checks and raise risks or recurring issues with Hosting Operations.
• Carry out approved patching, software updates and routine maintenance. Complete pre-change checks, follow agreed rollback procedures and verify service operation afterwards.
• Monitor backup jobs, investigate failures and perform authorised restores and recovery tests in line with agreed procedures, retention requirements and access controls.
• Apply approved server security configurations, access controls and vulnerability remediation. Use privileged access in accordance with policy and promptly report suspected security incidents.
• Work with local IT teams and service providers to diagnose hardware faults, coordinate repairs and deliver on-site support where required.
• Follow incident, problem and change management processes. Maintain accurate server inventories, support records, configuration documentation and operational runbooks.
• Support server provisioning, replacement, decommissioning and acquisition integration by completing assigned operational tasks under approved designs and implementation plans.
• Work with local stakeholders and Hosting Operations to implement agreed requirements for availability, backup, data retention and access. Escalate requirements or exceptions needing specialist review.
• Identify opportunities to improve routine support and reduce recurring incidents. Use approved scripts and automation, with review and authorisation for changes where required.
• Provide status updates on assigned work, service issues and operational risks. Support planned maintenance outside normal working hours and agreed support rotas where required.
Key Competencies
• Structured troubleshooting skills and sound judgement about when to escalate.
• Clear communication with technical teams, local business contacts and service providers.
• Ability to prioritise operational work, follow procedures and maintain accurate records.
• Ownership of assigned incidents and tasks, with a reliable and service-focused approach.
• Effective collaboration across sites and geographies, and a willingness to develop technical skills.
• Attention to security, confidentiality and the requirements of regulated environments.
Experience and Technical Knowledge
• Practical experience in server administration or infrastructure support, including incident resolution, patching, monitoring and backup operations.
• Working knowledge of Windows Server and virtualisation platforms, with an understanding of storage and core services such as Active Directory, DNS, DHCP and TCP/IP networking.
• Experience working with service management tools and controlled change processes. Ability to follow technical runbooks and interpret system logs.
• Linux administration, PowerShell or other scripting experience, and relevant technical or ITIL qualifications are desirable.
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