CENTRE of EXCELLENCE ENGINEER

 

Custodia is a UK based company, founded in 2017, with wider presence in North America, Europe and Asia both directly and through strategic partnerships.

 

Our current key offering is the CC1 (Compliance Cloud One) service which records, stores and normalizes any type of communications data. This includes many common platforms such as phone email, SMS, phone calls, Microsoft Teams, WhatsApp and WeChat amongst many others. This allows companies to communicate in a compliant manner, whilst driving greater data-driven insights from the data they already have to store.

 

Due to wider market demands and as a fast moving, cloud-first SaaS company, Custodia is expanding into the capture, normalization and monitoring of data across many other regulated industries and verticals.

 

Custodia is a high-growth company with an energetic culture, and exciting, fast-paced work environment. We are partnering with some of the world’s leading companies to deliver CC1 to global companies across the finance, energy, healthcare, transportation, and other regulated industries.

​

 

​

THE ROLE

​

Custodia Technology is seeking a professional and ambitious CoE Engineer. You will take the initiative to provide regular feedback for improvements and efficiencies in processes, delivery methodologies and the operational service model as well as continually evolving management process definition in support. Liaising with other teams as needed to resolve all incidents & problems related to the supported environment as well as performing Move/Add/Delete/Change activities.

 

You will be responsible for nurturing and delivering strong customer relationships that promote retention and loyalty while working closely with customers to ensure the successful delivery and continual improvement of Custodia Technology’s services.

​

​

 

DESIRED SKILLS AND EXPERIENCE

​​

Must have:

 

o 2 + years relevant experience in enterprise IT server administration or comparable experience within Windows Server environments

 

o Experience successfully supporting enterprise scale IT solutions

 

o Experience working with installation and management of Windows 2012 - 2019, SQL Server, Active Directory and virtual environments

 

o Experience with VMware/Windows admin

 

o Experience working on 24/7 help desk with direct customer contact

 

o Experience using ticketing systems and following SLA & KPI's.

 

o Excellent communication skills with the ability to convey complex requirements / instructions / solutions to both technical and non-technical audiences with the correct level of detail

 

o Quick to grasp technical details at a system and component level

 

o Strong problem-solving skills

 

o Excellent English written and spoken (other languages – advantage) o Work non-traditional hours including nights, weekend and holidays may be required o Ability to independently evaluate and task priorities to meet tight deadlines

 

o Always delivers on commitments, on time and to a consistently high quality 

​

Good to have:

 

o Working knowledge of IP & Trading Telephony environments, Storage (NAS, SAN & WORM technology), IP networks (VoIP, Routing & Firewall), Virtualization (VMware) and SQL Databases (MySQL or MS SQL)

 

o 1+ years relevant experience in voice recording engineering

​​

​

​

EDUCATION AND CERTIFICATION REQUIREMENTS

 

Must have:

 

o Bachelor's degree in Computer Science, Information Systems, or related field or equivalent work experience.

 

o IT Certifications, Windows Server 2012 and up

 

o Microsoft SQL Server 2012 or up

 

o Microsoft Azure or other cloud solution knowledge 

 

Good / Nice to have:

 

o Verint / VFC knowledge / certification

 

o Certification on any Voice Recording platforms

​

​

​

ROLES, TASKS AND ACTIVITIES

​​

Ticket handling and updates

 

• Enabling and Disabling Voice Recording

 

• Manage user Onboarding and Offboarding

 

• End-user support

​

           o How to search calls

           o How to login

           o Perform Password Resets

 

• Daily System Health Checks

 

• Proactive Monitoring of Voice Recording systems using monitoring tools

 

• Investigate alarms, classify it and take the correct course of action (Raise tickets, alert relevant support teams, customer teams, etc)

 

• Liaise with manufacturer support for problem resolution

 

• Perform OS Windows Server Security Patch installations

 

• Ensures processes are adhered to and followed at all times