Description

The role will require an Infrastructure Engineer with knowledge of wide area IT infrastructure technologies to support 1st and 2nd line support and implement complex networks and servers within hosting environments. The role will also require the person to maintain and upgrade internal infrastructure.

The role required to work in Australia hours shift in two rotational shifts i.e.

a. 04.00 AM to 12:30 PM

b. 08.00 AM to 05.00 PM

Requirements

• Essential Competencies Committing to the customer
• Understand who the customer is and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations. The behaviours/attitudes relevant to this are: · Able to put the customer at ease and deal sensitively with issues/complaints
• Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved · Delivering the Support Service
• Record and manage customer incidents, problems and service requests through to resolution. The behaviours/attitudes relevant to this are: · Act as a point of reference for queries from other team members
• Use expertise to reach effective resolution and prevention of future incidents
• Communicating Effectively · Demonstrate active listening and get message across in written, verbal and face to face communications (and understand when to choose the appropriate medium). The behaviours/attitudes relevant to this are: · Understand the need to adapt your style to suit the customer; communicate in a clear and confident manner
• Team Working · Work cooperatively with others in achieving customer satisfaction and team goals. Share information and knowledge and understand how work of other teams relates to own. The behaviours/attitudes relevant to this are: · Demonstrate proactive approach in building relationships with others
• Managing Customer Service Levels · Manage the performance of support service; manage customer expectations and enable effective resolution/completion of service incidents, problems and requests for change. The behaviours/attitudes relevant to this are: · Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breached
• Contributing to Continuous Improvement · Understand the need for change and respond positively; take ownership for suggesting improvements and seeing them through. The behaviours/attitudes relevant to this are: · Able to quickly modify priorities and actions to meet customer requirements
• Put current processes to the test and think of a better way; document the process and utilise .

Mandatory

1 Linux OS operations/support (Ubuntu, CentOS, RedHat) including critical systems (BIND/DNS/Secure Email Gateway/FTP)

(2-4 years)

2 MY SQL, Mongo DB, implementation(1-2 Years)

3 Server hardware configuration, specifically Dell, IBM, Cisco(1-2 Years)

4 Network design principles and implementation, inc TCP/IP, traffic routing, DNS, VLAN etc(1-2 Years)

5 Virtualisation experience (XenServer, ESXi, Hyper-V)(1-2 Years)

6 Experience of working within a direct customer facing environment(2-3 Years)

7 Hardware configuration including firmware/driver updates(2+ Years)