Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
ROLE PURPOSE
The Platform and Compute Support Team has responsibilities focused on the smooth running of our enterprise cloud, managed private clouds, managed services customer environments and internal cloud environments ensuring server, storage, network, and hypervisor availability is maintained at the highest level. This is achieved by performing routine maintenance, testing failover and backup, implementing best practices etc.
As a part of the Platform and Compute Support team, you will be responsible for working on incidents, problems, requests and change requests, always adhering to ITIL principles. You will also be required to support a 24/7 Shift Team out of hours as needed on standby rotation. You might be required to work on a staggered shift schedule to cover support for offshore customers in different time zones. You will work alongside Project, Transition, and Service Delivery management teams to assist in the smooth transition and acceptance of new customers and technologies into support.
As an engineer in the team, you will be expected to participate in high-impact, high-urgency incidents where prompt resolution and root cause analysis is required. You are expected to performing general maintenance based on best practice methods as well as to contribute to process improvements.
ROLE RESPONSIBILITIES:
- Day-to-day support of our customer’s network and server environments.
- Perform project related duties regarding new deployments or development requirements.
- Troubleshooting technical faults and providing satisfactory fixes to the customer.
- Regularly updating customers on progress of faults by telephone and email.
- Regularly updating Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems and change requests.
- Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
- Providing day to day administration for managed service customers.
- Providing input to customer facing Technical Incident Reports.
- Capturing repeat faults and undertaking root cause analysis.
- Proactive identification of fault trends.
- Maintaining and updating customer technical documentation.
- Constant knowledge capture and sharing.
- Stay up to date and accredited within the current technologies.
- Work with the other departments to understand and share technical strategy.
- Work as part of the on-call rota and ensure resources are always available 24x7 and respond within SLA time frames to any call from the MSC Shift team out of Hours.
- Attend the Change Advisory Board for customer change requests.
- Attend meetings and working parties to represent Operations where necessary.
- Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
- Attend customer sites for onsite project and support related activities.
- Helping to identify gaps in existing technical documentation, knowledge and skills.
- Creating and maintaining of technical customer documentation.
- Providing input to customer facing Technical Incident Reports.
- Undertake technical audits for key customers where issues have been identified.
QUALIFICATIONS
Graduate or qualified by experience with ideal certifications such as:
- Microsoft Azure Fundamentals (AZ-900) – (Essential)
- Microsoft Azure Administrator Associate (AZ-104)
- Microsoft 365 Certified: Enterprise Administrator Expert (MS-100 and MS-101)
- VMware VCP – VCP-DCV 6.x, 7.x, 8.x
- Veeam Certified Engineer
- Commvault Certified Professional
- ITIL Foundation
EXPERIENCE
- Essential (1 – 2 Years)
- VMware vSphere
- Microsoft Azure IAAS
- Microsoft O365 Administration
- Microsoft Server OS administration and troubleshooting
- Desirable (Any)
- Azure AVD
- Microsoft Hyper-V
- Server hardware support such as Dell, HP, IBM
- Storage system support
- Experience of administering/troubleshooting Linux
- Scripting knowledge. PowerShell, power Cli
- Veeam Backup
- Commvault (Metallic in particular)
ADDITIONAL SKILLS/ATTRIBUTES:
- A structured and organised approach to complex problem determination and solving.
- Ability to work in a very busy and highly pressurised environment and deal with high impact, high profile incidents, problems, and changes.
- The ability to communicate, both verbal and written, in a clear and professional manner.
- Ability to work in a very busy and highly pressurised environment and deal with high impact, high profile incidents, problems, and changes.
- A detailed and accurate approach to undertaking all duties.
- A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
- Client focussed and with customer care / services mind-set.
- Professional & diligent team player but able to work independently and be self-motivated.
- Enthusiastic, energetic, and confident.
- Light motor vehicle driving licence (Code B) and own reliable transport.
- Ability to obtain security clearance.
Disclaimer: Strictly fair and non-discriminatory selection procedures will be followed. We use Employment Equity (EE) and Affirmative Action (AA) measures in an endeavor to redress the disadvantages in employment experienced by designated groups. Where possible, preference will be given to candidates from the designated groups as defined in the Employment Equity Act and in line with Logicalis SA’s Employment Equity plans