Job Description Why choose Logicalis? It’s not just IT solutions, It’s 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 world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

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 Senior Platform and Compute Engineer is responsible for the smooth running of our customer’s network and server environments and troubleshooting customer incidents. The Junior Platform and Compute Engineer will support environments where infrastructure includes, but is not limited to storage, backup solutions, Linux compute, Microsoft compute and server hardware support. They will support the customer through the resolution of incidents relating to infrastructure as reported by the customer, as well as through performing general maintenance at the customer based on best practice methods raised through schedule tasks or through our monitoring platforms.

ROLE RESPONSIBILITIES:

Day-to-day support of our customer’s 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 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.Development of peer relationships with key Suppliers.Work with the other departments to understand and share technical strategy.Work as part of an Operations Shift Team on a Day/Night shift rotational basis for 24/7 support.

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:

Maintain and improve customer satisfaction levels.Ensure monthly SLA metrics for all Operations customers are achieved.

PERSON REQUIREMENTS:
EXPERIENCE:

5+ Years’ experience of configuring, troubleshooting, and administering the Microsoft Windows Server Operating System (2008, 2012, 2016) and key roles, including Active Directory, DNS, DHCP IIS, FTP and Clustering.Experience of configuring, troubleshooting, and administering VMware ESXi 5.1 – 6.x, vSphere SRM and vSphere Replication.Experience of configuring, troubleshooting, and administering Microsoft Hyper-V 2012 – 2016.Experience in administrating Microsoft Azure and Office 365.Experience of administering/scheduling Backup and Replication Solutions (HP Data Protector, Veeam, Backup Exec).Experience of configuring, troubleshooting, and administering Exchange 2007, 2010 and 2016.Administration and Configuration of Microsoft System Centre Configuration Manager.Administration & troubleshooting of storage systems. (Dell SAN Storage, Synology, HP 3PAR, and IBM DS and Storwize)Administration & troubleshooting of Compute Hardware. (Dell, IBM, HP)

QUALIFICATIONS:

Microsoft Azure Administrator AssociateMicrosoft Modern Desktop Administrator AssociateServer Hardware Qualifications (Dell Certified, HP Certified)

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.