Main Job Tasks and Responsibilities:
- Provides technical advice and support to Level 1 and 2 Engineers
- Customer support on-site and off-site
- Provides remote troubleshooting if needed
- Attends to high severity incidents on and off-site
- Prepares and follow-up on incident reports if any
- Updates incident tickets in a timely manner in Field Service Management System to meet contractual Service Level Agreements
- Reviews and submits incident reports in a timely manner
- Coordinates with the technical team to prepare problem management reports
- Reviews problem management reports
- Monitors and ensures problem management reports are submitted in a timely manner
- Leads problem management and resolution in the supported products.
- Leads project implementation
- Reviews project scope, Pre-Implementation Validation (PIV) and prepares project deployment checklist
- Ensures timely completion of projects.
- Plans and reviews implementation timeline with project managers.
- Develops design configuration documentation
- Captures and updates project implementation technical issues for references
- Assume the Project Technical Lead role when required
- Submits timesheets to reporting manager
- Provides scope of work and man-days to pre-sales & sales teams (if required)
- Reviews and highlights project deployment risks
- Conducts technical sharing with L1 and L2 engineers
Key Competencies:
- Composure
- Customer Focus
- Decision Quality
- Interpersonal Savvy
- Listening
- Planning
- Priority Setting
- Problem Solving
- Technical Learning
- Written Communications
Functional Competencies:
- Hardware Infrastructure
- Technical Infrastructure Architecture
- Technical Product Evaluation and Selection
- Technical Research and Development
- Technology Trends and Best Practices
Education and Experience:
- Diploma/Degree in Information Technology or equivalent.
- Minimum 5 years related working experience in an IT related environment
- Ability to configure and design infrastructure solutions based on Vmware / Microsoft / Storage solutions.
- Good knowledge in IT troubleshooting and root cause analysis.
- Available to be on 24/7 standby (weekly rotation basis) and able to work after office hours, weekends and on Public Holidays if situation demands.
- Good working knowledge of Active Directory, DNS & DHCP, Windows operating systems configuration, troubleshooting & implementation.
- Good working knowledge of networking, eg. TCP/IP and routing.
- Knowledge of Backup solutions (Veritas, Veeam or EMC Networker) and SAN Storage (EMC/NetApp) are added advantage
Technical skills requirement in any of the following areas :
o MS Windows OS, Active Directory, DNS, DHCP, Hyper-V, SQL, SCCM, SCOM etc
o VMware vSphere, vCenter, SRM, HA
o HP or IBM Servers, Blade Servers, Storages
- Preferred Minimum Certifications: MCITP, MCTS, MCSE, MCSA.
- Any of the following Certification will be a plus: VMware VCP6, HP ATP, AIS, ASE, MASE and ITIL
Originally posted on