Core Description

• To manage and support customer technical solutions and provides general technical support on customer systems.
• Install, monitor, test and maintain cloud and infrastructure solutions.
• To provide specialised technical support (technology specific)

Key Deliverables / Primary Functions

• Execute to the Managed Services business plan and strategies.
• Support, maintain and manage the technical aspects of a managed Cloud/Operating system solution and ensure contracted service level agreements are met.
• Perform proactive activities such as health-checks, documentation updates and performance reporting
• Plan, coordinate and implement system changes within client specified change windows.
• Liaise with the clients, vendors and other partners to ensure minimal disruption to the client’s day-to-day business operations.
• Manage, own and co-ordinate the technical resolution of service disruptions in a timely manner.
• Assist with project delivery.
• Contribute to the overall team effectiveness through technical contributions, customer focus and teamwork.
• Assist colleagues and contribute to the quality and values
• Drive a proactive culture to reduce common causes of operational problems.
• Understand the requirements of being part of a 24×7 on-call operation
• Operates closely with associated infrastructure service teams to meet SLA’s and resolve problems
• Technical ability to perform firmware hardware upgrades on server platforms

Core Functional Skills & Capabilities

• ICT Knowledge
• Infrastructure Technology
• Risk Management
• Teamwork
• Communication

Core Behavioural Competencies

• Working with people
• Applying expertise & Technology
• Delivering Results & Meeting customer expectations
• Analysing
• Deciding & Initiating Action
• Culture Match
• Job Match

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
• OR NQF 4: Grade 12

Additional Education -Preferred /Advantage

• Relevant IT certification

Experience

• 3 years’ experience in particular field of speciality within a large and highly complex organisation (cloud and platform support)

OR

• 5 years experiences in particular field of speciality within a large and highly complex organisation ((cloud and platform support)

Certifications

• Microsoft/MCSE
• VMware Vcenter and ESXI
• XEN servcer
• Experience in implementing and maintaining of Microsoft Operating Systems: Windows Server 2008, 2012, 2016, 2019 including DNS, DHCP, VLAN, storage configuration and administration
• Hyper-V
• Perform patching using Microsoft best practise patching tools eg WSUS / SCCM

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Span of Control

• 0

Level of Engagement

• Operational/Technical

Special Requirements / Employment Condition

• Valid Drivers license
• Ability to work extended /long hours as and when required

Workplace / Physical Requirements

• Full-time Client Based Position
• Billable