Job Purpose
To participate in a team of customer-focused engineers providing reactive and proactive support with the aim of continual service improvement and high customer satisfaction. To act with some depth of specialization in supporting a set of products and systems to help maintain the availability of the IT service experienced by end users.
Job Responsibilities
• Operational (ITIL) support of customer servers including proactive monitoring of servers, incident resolution, standard and non-standard changes, and problem cases.
• To ensure smooth and efficient customer operations maximizing customer satisfaction.
• Identification of inefficient procedures or processes and suggesting improvements for implementation.
• Involvement in activities that enhance and grow Fujitsu's customer base
• Regular interaction with the Service Delivery to ensure clarity and awareness of all activities and plans
• Awareness of customer trends/developments (keeping Management informed)
• Ensure that skills are maintained and enhanced in "specialist" area(s) relating to product knowledge, services knowledge, or industry knowledge
• Awareness and adherence to Fujitsu’s service delivery processes and methods
• Self-direction in identifying and suggesting training opportunities
• Organize or participate in "interest groups" relating to area(s) of specialisation
• Produce accurate, concise and timely reports as required
• Knowledge of and adherence to customer SLAs
Key Attributes:
• Good communication skills (written and oral).
• Strong focus on customer service.
• Documentation and procedure creation skills.
• Time Management, planning and organisational skills.
• Act with a sense of urgency.
Career Path Options
The most immediate career path options are:
Senior Systems Engineer
Team Leader
Technical Competencies
• Able to plan, generate, install, or repair a system or major sub-system (e.g. Client/server system installation, infrastructure support applicant), and lead to improved client understanding and self-sufficiency
• Able to deliver "support" services to customers or Fujitsu groups (e.g. education planning, first and second-level product/service support, network planning and management)
• Exposure to Microsoft Technologies, primarily Microsoft Windows Server, and Microsoft Exchange.
• Good working knowledge and understanding of AD, WINS, DHCP, DNS
• Good working knowledge of Windows clustering and load balancing (WLBS)
• Good working knowledge of networking and TCP/IP
• Broad level of knowledge of Enterprise applications including IIS, Web filters, SQL, ISA, Mail filters, Proxy Servers
• Management & Monitoring tools e.g. CA TNG
• Helpdesk tools such as CA Service Desk, Remedy or Clarify
• Citrix administration skills an advantage
Other Competencies
• Problem Solving
• Teamwork
• Communication Skills
• Customer Service
• Self Direction
• Must be reliable and able to meet a deadline with a focus on achieving customer SLA's
• Must be able to work in a team environment
• Documentation, reviewing and updating procedures and manuals
• Solid foundation and understanding in ITIL change management processes. Proven record with managing and implementing changes successfully.
Overall Experience
• 3-5 years working in the IT industry in a server administration role, preferably with IT outsourcing experience.
• A solid understanding and adherence to the ITIL framework
Qualifications • Tertiary qualification, preferably relevant to the Information Technology industry, or equivalent (e.g. certification)
• Microsoft certification