ROLE RESPONSIBILITIES:

• Day-to-day support of our customer’s network and server environments.
• Perform project related duties regarding new deployments or development requirements.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems and change requests.
• Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
• Providing day to day administration for managed service customers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Maintaining and updating customer technical documentation.
• Constant knowledge capture and sharing.
• Stay up to date and accredited within the current technologies.
• Work with the other departments to understand and share technical strategy.
• Work as part of the on-call rota and ensure resources are always available 24×7 and respond within SLA time frames to any call from the MSC Shift team out of Hours.
• 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.
• Attend customer sites for onsite project and support related activities.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Providing input to customer facing Technical Incident Report
• Undertake technical audits for key customers where issues have been identified.

PERSON REQUIREMENTS:

QUALIFICATIONS

Graduate or qualified by experience with ideal certifications such as:

• Microsoft Azure Fundamentals (AZ-900) – (Essential)
• Microsoft Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Enterprise Administrator Expert (MS-100 and MS-101)
• VMware VCP – VCP-DCV 6.x, 7.x, 8.x
• Veeam Certified Engineer
• Commvault Certified Professional
• ITIL Foundation

EXPERIENCE

Essential (1 – 2 Years)

• VMware vSphere
• Microsoft Azure IAAS
• Microsoft O365 Administration
• Microsoft Server OS administration and troubleshooting                                                         

Desirable (Any)

• Azure AVD
• Microsoft Hyper-V
• Server hardware support such as Dell, HP, IBM
• Storage system support
• Experience of administering/troubleshooting Linux
• Scripting knowledge. PowerShell, power Cli
• Veeam Backup
• Commvault (Metallic in particular)