Job Description

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