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 PURPOSEThe Operations engineering shift position have responsibilities focused on the smooth running of our customers network environments, ensuring LAN and WAN availability is maintained at the highest level. This is achieved by performing routine maintenance and implementing best practices on routers, switches access points, wireless LAN controllers and firewalls. As an engineer you will be responsible for working on complex Incidents, problems and changes always adhering to ITIL principles. The Operations team operative 24/7 - 365 days a year on a rotational 12-hour shift schedule.ROLE RESPONSIBILITIES:

• Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
• Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
• Liaise with logistics team to ensure spares are delivered to a customer site where required.
• Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
• Manage the planned maintenance process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
• Work closely with resource management to organise engineer to site where required.
• Carry out remote diagnostic tests and checks when incidents are logged by customers.
• Escalating calls to senior engineers or management as appropriate.
• Liaison with internal departments, vendors and suppliers where required.
• To 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.
• Provide advanced diagnostics when appropriate.
• Implement routine and minor Change Requests.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.
• Identifying and recommending improvements for the 1st Line Support operation
• Carry out housekeeping tasks.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• 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.

DELIVERY RESPONSIBILITIES:

• 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.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre-requisites are delivered by EPM and Project Management.
• Undertake technical audits for key customers where issues have been identified.

KEY PERFORMANCE INDICATORS:KPIs

• 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.
• Any added goals.

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:

• Minimum 2 years general IT support experience.
• Minimum 2 years dedicated networking/security experience.
• LAN, WAN and network security experience.
• Strong understanding of network infrastructure, network hardware and networking protocols.
• Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers and firewalls.
• Knowledge of application transport and network infrastructure protocols.
• Ability to create accurate network diagrams and documentation for design and planning network communication systems.
• Ability to think through problems and visualize solutions.
• Capable of providing specific and detailed information for hardware and software selection.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

QUALIFICATIONS:

• National High School Senior Certificate (or equivalent)
• CompTIA A+
• CompTIA N+ (preferable, not mandatory)
• Cisco CCNA or Fortinet NSE 4 certified - mandatory
• Cisco CCNP, Fortinet NSE 4,5,6 - preferred, but not mandatory
• ITIL v3 Foundation - preferred, but not mandatory

ADDITIONAL SKILLS/ATTRIBUTES:

• Recognised as a professional in field.
• Strong ability to solve and troubleshoot problems remotely.
• Ability to work in a very busy and highly pressurised environment.
• A detailed and accurate approach to undertaking all duties.
• The ability to communicate both verbally and electronically in a clear, professional manner.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• The ability to work with minimum supervision and to maintain a high level of motivation and productivity.
• Ability to deal with high impact, high profile, incidents and remain calm under pressure.
• Client focussed and with customer care / services mind-set.
• Numerate and literate with an eye for detail.
• Professional & diligent.
• Excellent communicator at all levels (verbal/written).
• A team player but able to work independently and be self-motivated.
• Professional telephone manner.
• Experience dealing with Enterprise customers.
• Enthusiastic, energetic and confident.
• Good PC skills, MS Office packages.
• Full, clean, driving licence.
• Ability to obtain SC security clearance.

Logicalis