Our client is an expert provider that employs top-tier technology and industry best practices to develop, execute, and manage ICT-driven business solutions. The solutions they provide are designed to align with business strategies, meet intended purposes, save costs, and maximise performance.
Role Responsibilities
- Achieve contracted Service Level Objectives and Satisfaction targets.
- Log, update, follow up, escalate, service, and close all calls properly.
- Ensure platforms are designed, supported, and maintained according to best practices.
- Complete routine monitoring and maintenance tasks on schedule and to standards.
- Review and update all open calls until closure, aiming for 98% customer satisfaction.
- Communicate with the technical team, client line management, and users regarding escalations.
- Adhere to company and customer processes, policies, and procedures.
- Successfully complete all allocated and contracted development activities.
- Serve as technical leader and mentor for peers.
- Coordinate problem resolution among functional areas and provide subject matter expertise.
- Recommend and implement software/hardware changes for problem resolution and improvement.
- Maintain and support clients' infrastructure services, working with other engineers, vendors, and architects.
- Develop and automate maintenance and update tasks, optimise existing tools and services.
- Perform capacity workload modelling, availability analysis, and application performance management.
- Create and update technical documentation and contribute to knowledge base articles.
- Work with sales and presales resources to architect solutions, estimate effort, and integrate solutions with other applications / platforms.
- Ensure adherence to security requirements, report and investigate security issues, assist with implementation of security recommendations.
- Manage and monitor backup and disaster recovery plans, identify and recommend continuous improvement and innovation initiatives.
- Analyse and report operational metrics, recommend solutions for improvement of policies and procedures, identify tasks eligible for automation.
- Adhere to corporate governance and risk management policies, review and update risk and issue register, work with third parties to implement and support solutions.
- Update skills to align with company certification targets and customer requirements.
- Essential Qualifications:
- ITIL Foundation and Microsoft System Centre Configuration Manager Certification o Cloud Services integration experience and MCSE
- Beneficial Qualifications:
- Microsoft Certified Associate + and Microsoft Certified Expert o VMware Certified Associate (VCA) and VMware Certified Professional (VCP)
- AWS SysOps Administrator- Associate and Microsoft Certified Technology Specialist o AWS Certified DevOps Engineer Professional and AWS Certified Big Data o Microsoft Certified Solution Associate: SQL 2016 and MCDBA
- 7+ years Technical Support with emphasis on MS Server Operating Systems, Networking and Applications
- 5 years' experience in support and administration of Enterprise Platform with at least 1 year in a senior support position (e.g., SCOM, SCCM, SCOrch, Azure Monitor)
- Demonstrated solid technical skills, knowledge and experience in maintenance, support and troubleshooting of Infrastructure, Windows Server Operating Systems, Active Directory, Group Policy, supporting services and hardware.
Desired Skills
- Systems Engineer
- MS Server
- Azure
