About this role
Why choose Logicalis?It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow
Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
ROLE RESPONSIBILITIES:
- Design, implement, and maintain Network environments.
- Day-to-day support of our customer’s Network environments.
- Ability to perform both project and support work on the Cisco Networks environments.
- Troubleshooting technical faults and providing satisfactory fixes to the customer.
- Regularly update customers on the progress of faults by telephone and email.
- Regularly update Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems, and change requests.
- Perform project-related duties regarding new and changing infrastructure deployments for clients.
- Regularly update clients on the progress of incidents, problems, and changes by telephone and email.
- Assisting, mentoring, and training less experienced engineers with technical escalations and upskilling.
- Providing input to customer-facing Technical Incident Reports.
- Capturing repeat faults and undertaking root cause analysis.
- Proactive identification of fault trends.
- Development of peer relationships with key suppliers.
- Working closely with the Team Leader (TL) on continual improvement programs.
- Provide technical expertise to TL and assist with technical skills evaluation of other engineers.
- Work with the other departments to understand and share technical strategy.
- Complete customer Change Requests, impact & risk analysis, implementing out-of-hours if required.
- Provide technical consultancy to all other areas of the business to ensure the integrity, performance, and support of new opportunities that involve support.
- Find technical solutions to problems where necessary and practical, without compromising the commercial viability of a new product.
- Where required perform the ‘Lead Engineer’ role for some of LSA’s clients for support and projects.
- To stay up to date and accredited with the current technologies.
- Capturing repeat faults and undertaking root cause analysis.
QUALIFICATIONS
- National High School Senior Certificate (or equivalent)
- Graduate or qualified by experience.
- Palo Alto Professional certified - mandatory
- Palo Alto Expert certified - preferred, but not mandatory
- ITIL v3 Foundation - preferred, but not mandatory
EXPERIENCE
- Minimum 8 years of general IT support experience.
- Minimum 5 years of dedicated networking/security experience.
- Professional in designing, configuring, and troubleshooting, routing, switching, security, and wireless.
- Professional in designing configuring and troubleshooting MPLS and/or SD-WAN
- In-depth knowledge of troubleshooting network environments.
- Experience in managing major incidents in collaboration with Major Incident Management (MIM)
- Experience with Change Management.
- Knowledge of trace analysis, Wireshark & packet capture.
- Experience in putting together effort costs for project work.
PERSON REQUIREMENTS:
- A high command of the English language both written and verbal is essential.
- Self-motivated with the ability to work unsupervised.
- Good communicator with the user environment.
- Ability to work in a very busy and highly pressurized environment and deal with high-impact, high-profile incidents, problems, and changes.
- A structured and organized approach to complex problem determination and solving.
- Numerate and literate with an eye for detail.
- Punctuality.
- Excellent verbal and written communication skills.
- Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease.
- Possess proficient analytical and decision-making skills.
- Capacity for gathering and scrutinizing data to identify issues, opportunities, and patterns.
- A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
- Proficient relationship-building skills – predict customer behaviour and respond accordingly.
- A strong service-oriented (‘can-do’) culture, with a strong focus on the ‘internal customer’ approach, committed to exceeding customer expectations.
- Dynamic but aware of the views and feelings of others.
- Professional & diligent team player but able to work independently and be self-motivated.
- Enthusiastic, energetic, and confident.
- Demonstrate clear purpose, enthusiasm, and commitment.
- Ability to train users effectively.
- Code B driving license (or code that includes B) and own transport.