Key Roles and Responsibilities:
Monitors client infrastructure and solutions Identify problems and errors prior to or when they occur Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction Investigate first line incidents assigned and identify the root cause of incidents and problems Fulfil approved requests following agreed procedures Provide telephonic or chat support to clients when required Execute approved maintenance activities including patching and configuration changes Follow the required handover procedures for shift changes to ensure service continuity Report and escalate incidents where necessary Ensure the efficient and comprehensive resolutions of incidents and requests Proactively identify opportunities for work optimisation Update existing knowledge articles or create new ones Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities. Knowledge, Skills and Attributes:
Ability to communicate and work across different cultures and social groups Ability to plans activities and projects well in advance, and takes into account possible changing circumstances Ability to maintain a positive outlook at work Ability to work well in a pressurised environment Ability to work hard and put in longer hours when it is necessary Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting Ability to adapt to changing circumstances Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey Academic Qualifications
Diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience) Advantageous certifications:
Up to date and relevant ITIL certification (Foundation Level) Cisco Certified Network Associate – Routing and Switching (CCNA-R/S) Cisco Certified Network Associate – Wireless (CCNA-WL) Riverbed Certified Solutions Associate – WAN Optimization (RCSA-W) Cisco Certified Network Associate – Security (CCNA-SEC) Check Point Certified Security Administrator (CCSA) Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI) VMware Certified Professional vSphere IP, WINS, DHCP, DNC, etc MS-Office, MS-Outlook, Symantec Backup Exec, Symantec EndPoint Protection, Symantec System Recovery, Citrix Go-To-Assist MS-Active Directory MS-Windows Server MS-Windows XP Professional MS-Windows Terminal Server MS-Exchange Server MS-SQL Server MS-IIS Server Citrix Metaframe Switches and Routers SonicWall Firewalls and SSL VPN Security Appliances Cisco Firewalls and Routers Cisco Certified Network Associate – Data Center (CCNA-DC) MCSA+VCP, RHCE or equivalent Cisco Certified Network Associate – Video (CCNA-VID) Cisco Certified Network Associate – Voice (CCNA-V) Additional certifications
Cisco Certified Network Professional – Routing and Switching (CCNP-R/S) Cisco Certified Network Professional – Wireless (CCNP-W) Cisco Certified Network Professional – Security Check Point Certified Security Expert (CCSE) Certified Partner SE – Security Cisco Certified Network Professional – Data Center (CCNP-DC) Blue Coat Certified Proxy SG Professional Cisco Certified Network Professional – Voice (CCNP-V) Any of the above certifications is a plus. The MS – Services Engineer (L1) is expected to gain certifications relevant to services supported. Certifications carry additional weight on candidate’s qualification for the role.
Required Experience:
Entry level experience or completion of relevant intern program Entry level experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation. Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony, Exchange, Storage, Cloud, Backup etc) What will make you a good fit for the role?
