1. Entry Criteria
Technical Competencies
• Able to deliver "support" services to customers or Fujitsu groups (eg education planning, second and third-level product/service support, network planning and management)
• Recognized at many levels of the company as an authority on a particular technical, professional, or industry area
• Has written reports, complex elements of the response to the proposal, system specifications, user documentation, or information dissemination material conforming to Fujitsu standards
• Mastery of Virtualisation technologies, primarily VMware, Hyper-V or XenServer
• Good working knowledge and understanding of AD, WINS, DHCP, DNS
• Good working knowledge of Windows clustering and load balancing (WLBS)
• Excellent knowledge of networking and storage concepts which support virtualization environments
• Management & Monitoring tools e.g. CA TNG
• Helpdesk tools such as CA Service Desk, Remedy or Clarify
Other Competencies
• Problem Solving
• 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 Incident and Change management processes. Proven record with managing and resolving high priority incidents successfully.
Experience
• At least 7 years working in the IT industry in a server administration role, preferably with IT outsourcing experience.
• A solid understanding of and adherence to the ITIL framework
• Will have been responsible for a major installation, proposal or project, and will have successfully completed major tasks with a significant degree of "assigned" responsibility. (e.g. "Account management" of one or more strategic accounts, systems assurance of proposals and documentation of "non-standard" or "non-conforming" elements, project manage the delivery of a specialist service of some complexity to an agreed conclusion, project manage the commissioning or repair of a "mission" or "time" critical element of a system to accept, etc)
• The ability to manage as primary engineer at least two customer accounts while supporting other systems engineers on other customers and technical problems
Qualifications
• Tertiary qualification, preferably relevant to the Information Technology industry, or equivalent (eg certification)
• VMware certification and/or training in Hyper-V and XenServer
2. Position Description
Reports to: Team Leader
Direct reports: May be required to manage a small team of Systems Engineers
Job Purpose
To participate in a team of customer-focused engineers maintaining support, service and sales excellence so that customer satisfaction is continually improved. To ensure that product and system performance is in accordance with specified standards. To continue to enhance skills in the use of systems and diagnostic tools used in support and maintenance.
Job Responsibilities
• Operational support of customer servers including proactive monitoring of servers, assisting with incident resolution, performing standard and non-standard changes.
• 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 Services "team" 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
• Provide "on-the-job" training, guidance and assistance to less experienced Associate and Systems Engineers to ensure overall competence in the company continually improves.
• Supervise the activities of a small team as required.
• Creating efficiencies to enhance our ability to support the customer’s environment
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.
3. Career Path Options
The most immediate career path options are:
SSE - Engineering
Technical Architect
Team Leader
Service Delivery
Solutions Group