The End User Computing and Data Centre Engineer is responsible for providing a professional onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The role is responsible for managing standard and complex incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key Roles and Responsibilities:

– Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational

-Ensure that any software that is part of the solution is installed and configured according to client requirements

-Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail

-Liaise with all stakeholders including client IT environments, carriers and NTT colleagues to expediate diagnosis of errors and problems and to identify a resolution

-Investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles

-Respond to and diagnose all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time

-Ensure incidents are updated with progress and resolution details in a timely manner using the required platform

-Ensure the efficient and comprehensive resolution of incidents and requests
Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes

-Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures

-Provide first line remote and onsite technical support to clients

-Provide first line field engineering services to clients

-Report and escalate issues to 3rd party vendors if necessary

-Follow the required handover procedures for shift changes to ensure service continuity

Knowledge, Skills and Attributes:

-Some or basic product knowledge integrated with technology understanding
Basic understanding of the vendor’s products, business and technology positioning
-Good communication skills both verbal and written
-The ability to establish and create client relationships
-Continuously maintain knowledge of trends and development in technology domains

Minimum Academic Qualifications and Certifications:

-Bachelor’s degree or equivalent in Information Technology (IT) or Computing or related field
-Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
-Professional level certification in Microsoft Technologies.
-Associate level certification in Cloud Technologies such as Azure, AWS, etc.

Required Experience:

At least three (3) years’ experience in building, deploying and supporting data centre networking infrastructure with a reputable ICT service delivery company.
Proven experience in datacenter technologies and infrastructure.
Proven experience in cloud technologies and infrastructure.
Proven experience in Microsoft licensing and solutions.