The primary role of the Systems Engineer is to deliver exceptional customer service while managing and maintaining our customer environments and providing support.
As Systems Engineer, this role requires a good range of technical capabilities in line with technologies we manage for our customers, as well as the ability to troubleshoot issues and lead proper root cause analysis to drive down the re-occurrence of similar incidents.
The primary role of the Systems Engineer is to deliver exceptional customer service while managing and maintaining our customer environments and providing support.
As Systems Engineer, this role requires a good range of technical capabilities in line with technologies we manage for our customers, as well as the ability to troubleshoot issues and lead proper root cause analysis to drive down the re-occurrence of similar incidents.
Responsibilities
Provide 3rd level technical infrastructure supportAdhere to Incident, Security, Problem and Change Management processes as per company/customer standards (ITIL Framework)Create and maintain technical documentation for company customer environmentsProvide recommendations to company customers and sales staff for improvements in infrastructure configuration and deliverablesBe an escalation point for Projects and other company teams in relation to Infrastructure-specific matters when requiredCreate knowledgebase articles and process documentsReduce the volume of incidents by identifying and eliminating root cause through the pro-active problem management processAttend Operation meetings with customer and bA stakeholders to discuss operational support activitiesTo be successful in this role, you will have:
RequirementsMandatory:Minimum 5–10 years’ experience in an Infrastructure Support roleManaging and supporting Microsoft 365 and Azure servicesMicrosoft Server 2012 or above2FA Support (MFA, Okta)Microsoft Active Directory (DNS, DHCP, Site & Services, GPO)Microsoft Exchange 2013 or aboveCitrix and Terminal ServicesVMware vSphere 6.0 or aboveWeb & Email Proxy Services including zScaler and MimecastSAN / NAS exposure and experience managing
Desired:Previous experience within a Managed Services Provider (MSP)Backup Technologies, including Commvault, Veeam, Backup ExecNetwork and Windows SecurityAnti-Virus Technologies, including Symantec, Trend, SophosLinux / Unix
Qualifications:ITIL v3/4 certificationAppropriate Tertiary qualifications and/or IT Industry Certifications in Infrastructure-specific technologies, including Azure, Windows Server, O365VMware certification desired but not essential
