Engineer Server Mangement

Job description

about the role

Act as point of entry for all inbound first level support calls /emails/ITSM Tickets. Provide a professional first technical point of contact for the customer.

To provide an exceptional customer experience and satisfaction.

Responsible for ownership, monitoring alerting  platforms on systems tower

Perform Basic Monitoring , Alerting and perform basic troubleshooting actions   

Efficient in multitasking to manage the incident and Service Request queue/calls/emails/

Adhere to published Service Desk processes, procedures and Incident /Service Request excellence guidelines at all times.

Perform initial Triage and preliminary checks with customer end-user/customer IT Department/ helpdesk

Perform basic triage/ investigation using provided tools and document in ITSM tool

Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process.  Liase and refer issues to correct/relevant entities .

 

Undertake any other reasonable task as assigned.

Manage the efficient recording, tracking and escalation of Incidents and complaints.

Ensure Proper and Timely Incident registration, investigation, diagnosis, monitoring and configuration.

Ensure Customers are regularly and consistently informed on Incident/Service Request progress. Provide updates as needed to the customer in order to meet performance objectives.

Ability to progress the incident with coordinating with Technical service manager ,different fault resolution groups and stakeholders involved in resolution of an incident.

Detection of possible Problems and their assignment to the Problem Management team for them to raise Problem records.

Work closely with worldwide team to ensure service with focus on quality.

 

A determination to process tasks according to pre-defined processes is essential

 

Document all troubleshooting and incident/SR management actions via the electronic incident / SR management system in a timely manner.

 

about you

Good System Infrastructure  knowledge and experience with networking/communications background .

Working knowledge / understanding of  Monitoring  tools for systems and networks  

Working knwoledge in one ITSM and  monitoring tools like BMC remedy,HP Openview  ,SCOM SCCM  

Network, LAN/WAN topologies and protocols

Systems/Network Management Tools

Server Support – Mandatory

Standard Desktop products –   eg System AV

Service oriented, customer focused with good customer service skills .

Good interpersonal skills .

Teamwork ‘can do’ attitude essential

Able to work within a time critical, customer focused environment

Excellent analyzing skills with out of the box thought process

Good time management, organizational and communication skills .

Ability to work under pressure .Ability to deal with multiple tasks .

Proactive, self motivated and determined attitude .

Problem solving skills .

Ability to communicate at all levels across the business.

Excellent telephone/conference call/ meetings manner and engagement skills.

Positions will require to work in rotational shifts to support 24 * 7 operations /project assigments.

Capable of representing the organisation during major incidents.

Willingness to learn and expand knowledge.

Ability to learn quickly and understand basic network connectivity and System infrastructure.

Awareness of ITIL Incident Management

additional information

Minimum  1+years of Experience in managing Service desk

Working experience on analysis of Event log monitoring tools and syslog tools

BE/Diploma/Degree in business, or science (or other relevant area).

ITIL foundation certification would be an advantage

 

 

department

Sales & Marketing Asia Pacific

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular