Provide support to the service desk team for complex technical issues, including server applications and infrastructure components, with an emphasis on networks and security.
Infrastructure support and troubleshooting — including responding to alerts, configuration changes of networks, security and server infrastructure, and managing customer expectations regarding outages and downtime.
Daily health checks for backups and monitoring events including logging tickets to other resolver groups.
Adept at working with the myriads of technologies that make up the IT infrastructure including Server Storage and network infrastructure, security & firewalls.
Must be willing to rapidly (often on the fly) learn new technologies and components.
VIP Customer support — Must be capable of taking the lead to support critical VIP’s, liaise with Microsoft and other tech vendors, do detailed root cause analysis and provide details and timely information to the customers.
Project delivery work — including building and implementing virtual infrastructure, both onsite customer premises and cloud services, working with customer resources and other client team members where required.
Project delivery of major file server migration project with ~120TB of files to be relocated from 30+ file servers to centralized storage array.

Requirements

Minimum of 7 years’ experience in delivering technical services.
Strong customer service focus with a professional approach, including adherence to the appropriate dress code.
Team player with a “can do” attitude, energy, initiative, and strong work ethic.
Excellent interpersonal and communication skills (verbal and written, including presentations).
Demonstrated commitment to standards and procedures.
Strong support documentation skills.
Analytical thinker with excellent problem-solving skills, willing to take ownership of problems and projects until resolution.
Ability to work under pressure, multi-task, and operate effectively with minimal supervision.
Ability to deliver to and ahead of deadlines and timeframes.
Willingness to provide after-hours support on an as needed basis.
Ability to operate independently and make decisions with accountability for outcomes.
Ability to understand and describe technical and business risks.
Microsoft certifications, preferably MCSA.
Experience with servers, storage, and IT infrastructure.
Experience with virtualization (VMware, Hyper-V).
Experience with cloud infrastructure and customer migrations.
Experience with network design, implementation, and support.
Experience with scripting (such as VBS, PowerShell, Pearl, PHP etc.).
Good understanding of Service Delivery tools and practices.
Good understanding of or preferably certified in ITIL.

Benefits

Highly competitive salary – paid weekly!
HMO enrollment on commencement
Additional HMO dependents added each year of service
20 vacation days per year; 7 sick days
Annual performance bonuses and incentives
Annual salary reviews and increases
Free cooked rice, snacks and hot drinks
Company polo shirts provided
Fantastic, bright and cheerful open-plan work environment
Prestigious clients and highly professional and friendly co-workers

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

server applicationsinfrastructure supportnetwork securitybackup monitoringvirtual infrastructurefile server migrationscriptingcloud infrastructurenetwork designIT infrastructure

Soft Skills

customer serviceinterpersonal skillscommunication skillsproblem-solvingteam playerinitiativework ethicanalytical thinkingability to work under pressuredecision-making

Certifications

MCSAITIL