Job Description

Core purpose of the roleThe Senior Systems Engineer: is responsible for ensuring the stable operation of the IT server infrastructure across the entire organisation to maintain high levels of availability and security. The role is responsible for the recommendation, confirmation, installation, support and deployment of in-house managed server, storage, messaging and backup/archive technology, and for the recommendation, confirmation and liaison for outsourced server, storage, messaging and back-up/archive technology hosted within private and public cloud.The role includes working closely with the Security, Networking, Applications, and Development teams. In collaborating with Architecture colleagues, ensuring strong alignment at all levels.The ideal candidate will have extensive experience in Azure resource administration, monitoring, performance management, and security, this role is crucial for ensuring our Azure infrastructure is optimized, secure, and aligned with our technical design and business needsKey deliverables and outputs

• Analyse, troubleshoot and solve technology issues (both remotely and on-site) received via email, phone, and in-person;
• Maintain, support and optimise the enterprise server infrastructure.
• Maintain server security and integrity, and develop and implement the current server infrastructure, as well as future planning to address server infrastructure requirements.
• Create and maintain architecture diagrams and configuration data
• Identify issues, propose solutions, and test new technologies or process changes.
• Provide best-in-class, white-glove customer service over the phone/email and in person;
• Track and thoroughly detail technology issues through ticketing system;
• Update and maintain technology knowledgebase with customer-facing content as well as internal troubleshooting content;
• Provide administration for various technology including Microsoft Azure and other public cloud services.
• Configure and manage Azure resources according to technical design specifications. Handle pricing and cost management (Azure Resource Administration).
• Ensure policies are configured correctly and resources are optimized for performance. Implement
• monitoring solutions to track and improve system performance (Azure Monitoring and Performance).
• Manage the lifecycle of secrets, including connection strings and security groups. Ensure secure handling and storage of sensitive information (Secrets Management);
• Oversee network configurations and security group management within Azure (Network Management).
• Manage backup solutions for Azure and on-prem resources (Backup Management).
• Follow up with customers to ensure their technology needs are being met and issues are resolved.
• You may be required to work outside of normal business hours, including occasional holidays, evenings, and weekends.
• Define and standardise procedures and automated mechanisms to ensure availability, reliability, security and scalability of desktop and environments.

Internal customers

• All internal business stakeholders
• IT teams

External stakeholders

• Customers
• Service providers
• External product suppliers

Qualification, Experience and CompetenciesAcademic qualifications
Essential:

• Degree or diploma in the field of computer science or information technology
• Microsoft Certified: Azure Solutions Architect Expert - highly desirable.

Work Experience

• Five to Seven years hand-on IT infrastructure support experience
• Proven excellence in customer service, interpersonal, customer-facing skills;
• Experience administering Azure Services, Active Directory/Entra, Group Policy.
• Strong listening and problem-solving skills.
• Experience using PowerShell for scripting and automation.
• Ability to quickly diagnose and resolve technical issues and to eliminate those repetitive issues both on-site and remotely.
• Proven experience as an Azure Solution Engineer, troubleshooting complex technical problems and implementations.

Knowledge
Essential:

• Extensive knowledge of virtualisation solutions
• Extensive knowledge of Microsoft products (Azure Infrastructure, Web Apps, and Dynamics 365.
• Strong technical knowledge of Microsoft public cloud.
• Solid understanding of ITIL

Advantageous:

• Azure Solution Architecture knowledge.
• VMWare knowledge

Skills
Essential:

• Well-developed communication skills to interact professionally with all stakeholders, interacting at all levels, externally and internally.
• Strong interpersonal skills to manage service providers effectively and handle conflict.
• Advanced critical and analytical thinking to troubleshoot problems.
• Strong problem-solving skills to perform in-depth analysis.
• Ability to multi-task, effectively prioritise and execute tasks in a high-pressure environment.
• Well-developed computer, technology and systems skills.
• Ability to self-manage and motivate.

Personal Attributes
Essential:

• Strong customer centricity
• Concern for communicating clearly
• Focus on getting things done right
• Focus on analysing and solving problems
• Preference for team working
• Remaining resilient with stress and pressure
• Focus on initiating action
• Concern for working within parameters

Advantageous:

• Readiness to make and own decisions
• Concern for leading others
• Preference for thinking practically
• Preference for planning and organising
• Openness to accepting feedback

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