IT Support Engineer

Our client, a full spectrum outsourced IT Managed Services provider and cloud solutions integrator requires the skills and expertise of an IT Support Engineer who will be responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. The primary objective is to ensure zero missed service level agreement (SLA) conditions.
  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
  • Perform necessary checks, apply monitoring tools and respond to alerts
  • Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
  • Assist in analysing, assigning and escalating support calls
  • Investigate third line support calls assigned and identify the root cause of incidents and problems
  • Report and escalate issues to 3rd party vendors if necessary
  • Provide onsite technical support to clients and provide field engineering services to clients
  • Conduct monthly random review of incidents and service requests, analyse and recommend improvement in quality
  • Provide continuous feedback to clients and affected parties and update all systems and/or portals
  • Proactively identify opportunities for work optimisation including opportunities for automation of work
Academic Qualifications
  • Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Certifications (Minimum)
  • AZ-900 (Azure Fundamentals)
  • AZ-104 (Azure Administrator)
  • AZ-500 (Azure Security Technologies)
  • AZ-300 (Azure Solutions Architect – Part 1)
  • AZ-301 (Azure Solutions Architect – Part2)
  • SOPHOS Engineer
Experience Required
  • 5+ years of work experience
  • Solid experience required in Engineering function within a medium to large ICT organisation
  • Solid experience of Managed Services
  • Excellent working knowledge of ITIL processes
  • Excellent experience working with vendors and/or 3rd parties
Practical Skills Required
  • Good understanding of Azure Infrastructure services and their limitations
  • Experience in configuring & monitoring different attributes and handling scale up and scale down scenarios for the application in Azure
  • Application monitoring through operations insight, application insight
  • Provide best practices around provisioning production and non-production environments on Azure to optimize the usage
  • Have good understanding in implementation of advanced security, authentication, and single sign on across cloud and on premise
  • Strong understanding of the advantages and limitations of Azure Active Directory
  • Strong experience in Azure platform Services, understanding of their capabilities and limitations and being able to architect and deliver solutions leveraging various platform services
  • Have experience in implementing enterprise application using platform services like azure websites, Azure SQL, Azure Service Bus, notification hubs, event hubs, stream analytics, Document Db, application insights etc.,
  • Strong expertise in building cloud native enterprise scale applications and moving applications from on-premises to cloud environments
  • Strong understanding of the cloud architecture patterns and solution design principles
  • Strong understanding of different attributes for cloud application availability, scalability, and ability to propose optimized design for cloud
  • Performance tuning of cloud-based applications for best performance
  • Experience in defining and implementing Hybrid scenarios with workloads shared across on premise and Microsoft Azure, application Integration between cloud and on-premises environments
  • Collaborating with customers for quick technical assessment and proposal development for leveraging platform services of Azure
  • Closely work with customers to understand the business objectives and define solutions
  • Experienced in working in Agile environments with continuous integration and continuous deployment and application lifecycle management
  • Candidate should be from an application development and solution architecture background and have expertise in building large scale web applications before the cloud experience.
  • Strong ability to explain complex technical solutions in business language to project stakeholders
  • The ability to present technical solutions to a business audience
  • The ability to whiteboard and workshop solutions with colleagues and customers
  • Good writing skills and the ability to write solution proposals in business language
  • Possess the ability to research new solutions and keep knowledge up to date
  • Good interpersonal and sales skills, must be able to be a team player
  • Possess a growth mindset, willing to grow, expand and learn new skills
  • Willing to study and attain certifications required by the business as and when the need arises
  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance, and considers possible changing circumstances
  • Ability to maintain a positive outlook at work
  • Ability to work well in a pressurised environment
  • Ability to work hard and put in longer hours when it is necessary
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
  • Ability to adapt to changing circumstances
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey