We are looking for a skilled technical engineer to remotely deliver 3rd line support and project services to multiple international customers, in line with contractual SLAs and KPIs.
This is an opportunity to work for a large international group that provides managed services to enterprise level customers across a wide range of industries and technologies.
Provide third line incident management (diagnosis, investigation, resolution), as well as technical project implementation services to Computacenter’s customers.
Work with incident management, service desk, other technical teams and the customer as required.
Understand SLAs in a production environment and proactively strive to meet the commitments.
Provide detailed and effective communication to internal teams and customers.
Work directly with vendors to identify innovative solutions and actively apply those solutions for customer issues.
Follow through on issues with vendors for a timely resolution.
To be an integral team member identifying and contributing to customer service improvement suggestions, initiatives and solution realisation to all of Computacenter’s customers.
Develop and enhance cooperative interdepartmental relationships and communications throughout the company and with individuals external to the company.
Skills, Knowledge and Experience Essential Knowledge/Skills
- Minimum 8 years’ experience in a Wintel environment
- Minimum 5 years 2nd line experience
- Minimum 4 years advanced (Windows 2008 to Windows 2012 R2) experience
- Minimum 4 years advanced VMware 5.x or later experience
- Excellent understanding of IP addressing, subnets, routing, firewall behaviour etc.
- Excellent skills in updating technical documentation)
- Assertiveness in the face of the customer when needing to explain or defend a technical standpoint or approach
- Working knowledge of scripting technologies such as PowerShell
- ITIL v3 Foundation
- Microsoft Certified Solutions Expert (MCSE): Server Infrastructure 2012
- VMware Certified Professional 5.5 – Data Center Virtualization (VCP5-DCV) or higher
- ITIL v3 Foundation
Behavioural Characteristics or CompetenciesProfessional / Cognitive skills
Strong written and oral communication in English is a must. Strong presentation skills are considered an asset
Strong and proven troubleshooting ability in a large scale, fast-paced operations environment
Demonstrated ability to work independently and manage time to support multiple high-priority objectives simultaneously
Ability to make timely and sound decisions under conditions of uncertainty and / or stress
Ability to develop plans that are appropriately comprehensive, realistic, and effective in meeting the stated goals of both Computacenter and its customer base
Ability to manage client and management expectations, keeping all stakeholders informed about projects and / or incidents
Ability to adjust plans to respond to changing business priorities
Ability to work collaboratively within a team sharing ideas and gaining consensus on a proper solution
Effective and personable communication with customers and vendors to achieve desired results
Ability and desire to mentor teammates on areas of expertise, helping raise the collective knowledge of the team
Desire and drive to attain results and closure on issues even if faced with resistance & reluctance
Reliability and commitment to getting the job done (including after hours as required)
Cover core UK hours as required Provide out of hours standby cover on a rotational basis Work overtime when required and approved Be willing to work some SA public holidays in return for overtime remuneration or time in lieu