Remotely deliver senior 3rd line support and project services to multiple customers, across a number of technologies, in line with contractual SLAs and KPIs.

Main Duties

Provide third line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to customers. Work with incident management, service desk, other technical teams and the customer as required.
Understand SLAs in a production environment and proactively strive to meet the commitments.
Provide detailed and effective communication to internal teams and customers.
Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues. Follow through on issues with vendors for a timely resolution.
To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives and solution realisation to all customers.
Develop and enhance cooperative interdepartmental relationships and communications throughout the company and with individuals external to the company.
Uphold Company Information Security Policy and report suspected incidents and observed weaknesses to all customers.

Knowledge/Skills

Minimum 10 years’ experience in a Wintel environment
Minimum 5 years 3rd line experience
Minimum 5 years advanced (Windows 2008 to Windows 2012 R2) experience
Minimum 5 years advanced vSphere 5.x and Hyper-V 2008 R2 or later experience
Solid experience with Windows CAs, SSL certificates and Public Key Infrastructure
Excellent understanding of IP addressing, subnets, routing, firewall behaviour etc.
Minimum 2 years’ experience in creating technical designs for the above technologies
Minimum 2 years’ experience in assisting project management with proposals, project plans and closure reports for the above technologies
Strong communication skills (both written and verbally) especially in English
Documentation skills (drafting updating technical documentation)
Assertiveness in the face of the customer when needing to explain or defend a technical standpoint or approach
SCCM 2007/2012 administration
Storage experience (NetApp preferred)
Level of leadership experience

Qualifications

Microsoft Certified Solutions Expert (MCSE): Server Infrastructure 2012
VMware Certified Professional 5 – Data Center Virtualization (VCP5-DCV)

Desirable Qualifications

Microsoft Server Virtualization with Windows Server Hyper-V and System Center (74-409)
MCTS Administering and Deploying System Center 2012 Configuration Manager (70-243)
ITIL v3 Foundation