Key Responsibilities

• Respond to client issues received by telephone, voice mail, e-mail and via the customer portal.
• Manage and complete scheduled tasks on time.
• Ensure effective client communications take place.
• Ensure the effective assignment and escalation of incidents to senior engineers where appropriate.
• Advise the Team Lead and/or Shift Manager of emerging issues.
• Adherence to ITIL processes.
• Contribute documentation to the shared knowledge base.
• Ensure all changes are documented through the change management process.
• Execute change management tasks in line with defined processes
• Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
• Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
• Act as a role model and mentor for fellow team members

Knowledge

• Possess a strong understanding of server and network infrastructure architecture
• Good  knowledge and hands-on experience troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management
• A basic to intermediate understanding of Infrastructure technologies like Storage Area Networks and Networking.
• Additional preferred knowledge:  VMware ESX, VSphere, AWS/Azure, SQL server

Skills

• Good problem solving and analytical skills with knowledge of problem analysis
• A ‘client centric’ approach
• Excellent demonstrable English written and verbal communication skills
• Able to communicate in groups with confidence and conviction
• Ability to multi-task and work well under pressure
• Good team working skills are essential
• Ability to document processes and procedures in a clear, concise and logical manner
• Exceptional customer service skills
• Engineering certification in Microsoft or Redhat (nice to have)
• Self-motivated, high aptitude for learning
• ITIL certification desirable

Experience

• 1-2 years of experience in a systems administrator role (Unix/Windows/SQL/Network)
• 2-3 years of experience from a Managed Services background

Shift Information

Thursday-Saturday 6:30A-7P CDT

Alternate Wednesdays 11:00A-7:30P CDT    (Some Saturdays will also rotate)