Job Description
Key Responsibilities
Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
Manage and complete scheduled tasks on time
Ensure effective client communications take place
Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
Advise the Team Lead and/or Shift Manager of emerging issues
Adherence to ITIL processes
Contribute documentation to the shared knowledge base
Ensure all changes are documented through the change management process
Execute change management tasks in line with defined processes
Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
Assist and mentor team members in Ensono's structured approach to troubleshooting problems
Act as a role model and mentor for fellow team members
Knowledge
Possess a strong understanding of server and network infrastructure architecture
Good knowledge and hands-on experience troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management
A basic to intermediate understanding of Infrastructure technologies like Storage Area Networks and Networking.
Additional preferred knowledge: VMware ESX, VSphere, AWS/Azure, SQL server
Skills
Good problem solving and analytical skills with knowledge of problem analysis
A client centric approach
Excellent demonstrable English written and verbal communication skills
Able to communicate in groups with confidence and conviction
Ability to multi-task and work well under pressure
Good Team Working Skills Are Essential
Ability to document processes and procedures in a clear, concise and logical manner
Exceptional customer service skills
Engineering certification in Microsoft or Redhat (nice to have)
Self-motivated, high aptitude for learning
ITIL certification desirable
Experience
1-2 years of experience in a systems administrator role (Unix/Windows/SQL/Network)
2-3 years of experience from a Managed Services background
