Event Management Engineer(Compute)
Logicalis
- Johannesburg, Gauteng
- Permanent
- Full-time
- Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
- Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
- Liaise with logistics team to ensure spares are delivered to a customer site where required.
- Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
- Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
- Work closely with resource management to organise engineer to site where required.
- Carry out remote diagnostic tests and checks when incidents are logged by customers.
- Escalating calls to senior engineers or management as appropriate.
- Liaison with internal departments, vendors and suppliers where required.
- To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
- To ensure all requests meet or exceed the contractual Service Level Agreements.
- Always maintain high customer-care levels.
- Provide advanced diagnostics when appropriate.
- Implement routine and minor Change Requests.
- Daily backup & media actions performed as per SLA.
- Actively seek to improve and grow own skill and knowledge in appropriate areas.
- Identifying and recommending improvements for the 1st Line Support operation
- Carry out housekeeping tasks.
- Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
- Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
- Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
- Providing input to customer facing Technical Incident Reports.
- Capturing repeat faults and undertaking root cause analysis.
- Proactive identification of fault trends.
- Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
- Assist with the implementation of Customer projects, internal support projects or support administration tasks.
- Ad-hoc duties as required.
- Attend the Change Advisory Board for customer change requests.
- Attend meetings and working parties to represent Operations where necessary.
- Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
- Helping to identify gaps in existing technical documentation, knowledge and skills.
- Creating and maintaining of technical customer documentation.
- Ensuring customer transition pre-requisites are delivered by EPM and Project Management.
- Undertake technical audits for key customers where issues have been identified.
- Change Implementation Quality.
- Complete Partnership and Technical Skill Certifications Requirements.
- Customer and End User Satisfaction and Relationships.
- Customer Service Improvements.
- Identify Project Opportunities.
- ISO 270001 and 20000 Compliance.
- Project Execution and Service Transition Quality.
- Ticket Management Disciplines and SLA’s.
- Timesheet Completion Quality.
- Any added goals.
- Accountable Execution.
- Agile Transformation.
- Cross-Business Engagement.
- Entrepreneurial Spirit.
- Excellent Customer Solutions.
- Impactful Communication.
- Inclusive Teamwork.
- Positive Resilience.
- Self-Driven Learning.
- Smart Decision Making.
- Experience of configuring, troubleshooting and administering the Microsoft Windows Server Operating System (2008, 2012, 2016) and key roles, including Active Directory, DNS, DHCP IIS, FTP and Clustering.
- Experience of configuring, troubleshooting and administering VMware ESXi 5.1 – 6.x, vSphere SRM and vSphere Replication.
- Experience of configuring, troubleshooting and administering Microsoft Hyper-V 2012 – 2016.
- Experience in administrating Microsoft Azure and Office 365.
- Experience of administering/scheduling Backup and Replication Solutions (HP Data Protector, Veeam, Backup Exec).
- Experience of configuring, troubleshooting and administering Exchange 2007, 2010 and 2016.
- Administration and Configuration of Microsoft System Centre Configuration Manager.
- Experience of configuring, troubleshooting and administering ESET Antivirus solutions.
- Experience of configuring, troubleshooting and administering Fortinet Appliances.
- Administration of HP and IBM Tape Libraries.
- Administration & troubleshooting of storage systems. (Dell SAN Storage, Synology, HP 3PAR, and IBM DS and Storwize)
- Administration & troubleshooting of Compute Hardware. (Dell, IBM, HP)
- Network switching and routing experience. (Ubiquiti, Netgear, Dell, HP)
- Proficient understanding of PowerShell scripting.
- National High School Senior Certificate (or equivalent)
- CompTIA A+
- CompTIA N+ (preferable, not mandatory)
- Microsoft Azure Administrator Associate
- Microsoft (MCSA/MCSE)
- Microsoft Modern Desktop Administrator Associate
- Veeam (VMCE)
- VMware (VCP 6.5 or later)
- ITIL v3 / v4 Foundation - preferred, but not mandatory
- Recognised as a professional in field.
- Strong ability to solve and troubleshoot problems remotely.
- Ability to work in a very busy and highly pressurised environment.
- A detailed and accurate approach to undertaking all duties.
- The ability to communicate both verbally and electronically in a clear, professional manner.
- A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
- The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
- Ability to deal with high impact, high profile, incidents and remain calm under pressure.
- Client focussed and with customer care / services mind-set.
- Numerate and literate with an eye for detail.
- Professional & diligent.
- Excellent communicator at all levels (verbal/written).
- A team player but able to work independently and be self-motivated.
- Professional telephone manner.
- Experience dealing with Enterprise customers.
- Enthusiastic, energetic and confident.
- Good PC skills, MS Office packages.
- Full, clean, driving licence.
- Ability to obtain SC security clearance.