Key Responsibilities

　　Respond to client issues received by telephone, voice mail, e-mail and via the customer portal

　　Manage and complete scheduled tasks on time

　　Ensure effective client communications take place

　　Ensure the effective assignment and escalation of incidents to senior engineers where appropriate

　　Advise the Team Lead and/or Shift Manager of emerging issues

　　Adherence to ITIL processes

　　Contribute documentation to the shared knowledge base

　　Ensure all changes are documented through the change management process

　　Execute change management tasks in line with defined processes

　　Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients

　　Assist and mentor team members in Ensono's structured approach to troubleshooting problems

　　Act as a role model and mentor for fellow team members

　　Knowledge

　　Possess a strong understanding of server and network infrastructure architecture

　　Good knowledge and hands-on experience troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management

　　A basic to intermediate understanding of Infrastructure technologies like Storage Area Networks and Networking.

　　Additional preferred knowledge: VMware ESX, VSphere, AWS/Azure, SQL server

　　Skills

　　Good problem solving and analytical skills with knowledge of problem analysis

　　A 'client centric' approach

　　Excellent demonstrable English written and verbal communication skills

　　Able to communicate in groups with confidence and conviction

　　Ability to multi-task and work well under pressure

　　Good team working skills are essential

　　Ability to document processes and procedures in a clear, concise and logical manner

　　Exceptional customer service skills

　　Engineering certification in Microsoft or Redhat (nice to have)

　　Self-motivated, high aptitude for learning

　　ITIL certification desirable

　　Experience

　　1-2 years of experience in a systems administrator role (Unix/Windows/SQL/Network)

　　2-3 years of experience from a Managed Services background

　　JR009516