ROLE RESPONSIBILITIES

• Maintain service availability for customers by performing routine maintenance, failover testing, implementing best practices, pro-active monitoring of alerts and status changes etc.
• Perform project related duties with regards to new and changing infrastructure deployments as required.
• Regularly updating customers on progress of incidents, problems and changes 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 Change Requests, including impact and risk analysis, implementing out of hours where required.
• Provide technical consultancy to all other areas of the business to ensure the integrity, performance and support of new opportunities that involve Platform and Compute Support.
• Provide prompt senior technical assistance on customer incidents when Tier 1 skills have exhausted a resolution attempts.
• Find technical solutions to problems where necessary and practical, without compromising the commercial viability of current and future platform solutions.
• To stay up to date and accredited within the current technologies.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Where required perform the Lead Engineer role for some of Logicalis key customers on a support, service transition and project basis.
• Work as part of the on-call rota and ensure resources are always available 24X7 and respond within SLA time frames to any calls from out of hours.
• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Platform and Compute Support 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.
• Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.
• Work closely with the solutions area of the business regarding developing new services and proposal.
• Ensure all Customer documentation is kept up to date.
• Providing input to customer facing Technical Incident Reports.
• Help identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.

PERSON REQUIREMENTS:

QUALIFICATIONS

Graduate or qualified by experience with ideal certifications such as:

• Microsoft Azure AZ-104 – Microsoft Azure Administrator Associate
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
• VMware VCP – VCP-DCV 6.x, 7.x, 8.x
• Huawei Storage HCIA, HCIP
• Hitachi Storage
• Dell EMC
• Dell Server certifications an advantage
• HPE Server certifications an advantage
• NetApp NCTA, NCDA, NAHSE, NCSE, NCIE SAN an advantage
• ITIL Foundation

EXPERIENCE

Essential (6 – 7 Years)

• Azure Platform Implementation and Management
• M365 Implementation and Management
• MS Intune Implementation and Management
• Azure AVD Implementation and Management
• Azure Cost Optimization
• VMware vSphere 6,x – 8.x
• Microsoft Hyper-V
• Enterprise storage such as Dell, HPE, IBM, EMC, Huawei, Hitachi
• Experience working on SAN Fabric Switches. (Brocade and Cisco)
• Server hardware support such as Dell, HP, IBM
• Azure IAAS
• Experience of administering/troubleshooting Windows Server
• O365/M365 deployment, migration and administration

Desirable (Any)

• Synology Storage
• Experience of administering/troubleshooting Linux
• Exposure to managing PCI-DSS compliant environments
• VMware SRM, vSphere Replication 
• Experience of deploying/administering/troubleshooting MS SharePoint
• Experience working on VMware NSX and vCloud Director
• Scripting knowledge. PowerShell, power Cli
• Knowledge on container technologies such as Kubernetes
• Veeam Backup
• Commvault (Metallic in particular)