MS Engineer

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
• Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnose incidents according to agreed procedures.
• Investigate causes of incidents and seeks resolution.
• Escalate unresolved incidents and follow up until incident is resolved.
• Provide service recovery, following resolution of incidents.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
• Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identify problems and errors prior to or when they occur.
• Log all such incidents in a timely manner with the required level of detail with all the necessary.
• Cooperate with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Knowledge and Attributes:

• Working knowledge of technical documentation.
• Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
• Customer service orientated and pro-active thinking.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in group with colleagues and stakeholders.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC).

Required Experience:

• Entry level experience in call center routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc.).
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Data Centre technologies.
• Entry level experience in relevant technology.