Remotely deliver senior 3rd line support and project services to multiple customers, across a number of technologies, in line with contractual SLA's and KPI's.
Main Duties
Provide 3rd 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 customers as required.
Understand SLA's in a production environment, pro-actively strive to meet 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 of customers.
Develop and enhance co-operative interdepartmental relationships and communications throughout the company and with individuals external to the company.
Essential Knowledge/Skills
• Minimum 10 years’ experience in a Wintel environment
• Minimum 5 years 3rd Line experience
• Minimum 5 years advanced Windows Server 2012 R2+ experience
• Minimum 5 years advanced VMware vSphere 5.5+ experience
• Solid experience with Windows CA's, SSL certificates and Public Key Infrastructure
• Excellent understanding of IP addressing, subnets, routing, firewall behaviour etc.
• Minimum 2 years’ experience in creating/updating technical designs for the above technologies
• Strong documentation skills
• Assertiveness in the face of the customer when needing to explain or defend a technical standpoint or approach.
Essential Qualifications
• MCSE / MCSA: Server Infrastructure 2012 or higher
• VMWare Certified Professional 5 or higher
• Microsoft Certified: Azure Administrator