Job Description

Why choose Logicalis?Its not just IT solutions, Its IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the worlds leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNowLogicalis 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 PURPOSEIt is a technical engineering position, with responsibilities focused on the smooth running of our customers environment, ensuring that system availability is maintained at the highest level and any issues that arise are dealt with within SLA.Knowledge sharing and collaboration with the Customer Service agents is key.Additional tasks will require the monitoring and escalation of identified vulnerabilities in a customers estate, taking ownership of this and managing the lifecycle of the vulnerability until it is remediated.ROLE RESPONSIBILITIES:

• Take ownership of Customers requests and be proactive when dealing with Customers issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Actively seek to improve and grow own skills and that of the Customer Services team
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer. Fixes to be documented as knowledge articles.
• Createreview knowledge articles to ensure FCR can be done
• Proactively identify, plan, and remediate any vulnerabilities on the clients desktop estate using the chosen VLM tool.
• Application Deployments/updates to be performed to the desktop/laptop estate
• Follow the escalation matrix if any devices or vulnerabilities are outside of Desktop Support scope (Servers and Network equipment and GPOs)

DELIVERY RESPONSIBILITIES:

• Onsite desktop related support at customer locations.
• Carry out onsite/remote diagnostic tests, troubleshooting when incidents are logged by customers.
• Work and travel onsite to the customer locations.
• Escalating calls to senior engineers or management as appropriate, using the required escalation matrix
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers requests and be proactive when dealing with Customers issues.
• Ensure all requests/incidents meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics.
• Implement routine Change Requests.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.
• Adhere to delivery of standard reporting packs.
• Oversee the coordination of security incident response
• Perform recurring and on-demand scanning of organization systems and cloud environments
• Resolve information security incidents
• Maintain documentation regarding threat management, including policies and procedures
• Assist technology teams to develop, implement, and automate security solutions
• Improve and automate existing vulnerability management systems
• Research and assess emerging security threats and vulnerabilities
• Provide technical support for vulnerability management projects
• Communicate the risks of identified vulnerabilities and recommend security controls to mitigate them

KEY PERFORMANCE INDICATORS:

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLAs.
• Timesheet Completion Quality.

Skills and Competencies

• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Entrepreneurial Spirit.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

PERSON REQUIREMENTS:EXPERIENCE:

• 3 years in the Customer Service industry with direct input into a technical environment performing desktop support.
• Great knowledge in supporting network infrastructure (Routers, switches, firewalls etc)
• Advanced working knowledge of MS Office & Windows 10/11 and Office 365 products
• Experience in troubleshooting and administering Video conferencing equipment.
• Experience of configuring, troubleshooting, and administering office printers.
• Good understanding of General IT equipment e.g., Desktops, Applications, Servers, Switch, routers etc.
• Experience in performing VIP Desktop support.
• 1 Year experience in Vulnerability and Lifecycle Management (recommended)
• 1 Year experience in application packaging and Patch Management using SCCM (recommended)
• Setting up Deployment groups and ADRs in SCCM

QUALIFICATIONS:

• Graduate or qualified by experience.
• A+ / N+
• Microsoft 365 Certified: Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft 365 Certified: Endpoint Administrator Associate
• Managing SCCM
• Qualys Vulnerability Management

ADDITIONAL SKILLS/ATTRIBUTES:

• A high command of the English language both written and verbal is essential.
• Self-motivated with the ability to work unsupervised.
• Attention to detail.
• Punctuality.
• Excellent verbal and written communication skills.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease.
• Possess proficient analytical and decision-making skills.
• Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns.
• Proficient relationship building skills - predict customer behaviour and respond accordingly.
• A strong service-oriented (can-do) culture, with a strong focus on the internal customer approach, committed to exceeding customer expectations.
• Good communicator with the user environment.
• Dynamic but aware of the views and feelings of others.
• Able to operate as a good team player.
• Drive and Energy.
• Demonstrate clear purpose, enthusiasm, and commitment.
• Full drivers licence.

Logicalis