Senior Technical Engineer Non-UNIX

About this role

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

Originally posted on Himalayas