Role Title:
Senior Engineer – Endpoint Support
Education:
Bachelors in Computer Science, Computer Engineering,
Information Technology, Information Systems or equivalent.
Preferred Certifications:
·
Microsoft Certified Systems Administrator: Core Infrastructure
·
Microsoft Certified Systems Administrator: SQL
Server
·
VMware Certified Professional
·
ITIL v3 Foundation
Years of Specific Experience:
5-10 Yrs. of relevant experience
Product/Technology:
·
Endpoint Solutions: HP Device Manager, Ivanti,
Deep Freeze, Anti-Virus, EDR, DLP, Encryption,
Secure Printing and VMware Airwatch
·
Security Tools: Identity Management, FW / IPS,
Content Filtering, End Point Protection
·
Microsoft Infrastructure Technologies
Background:
·
Advanced
level experience in managing and supporting complex infrastructure that are
built on a number of different technologies
·
Advanced
level experience in Managed Services (In Field Support)
·
Expert
level experience managing and supporting multiple technologies (servers,
storages, backup, switches, wireless controllers, access points, load balancer,
routers, firewall and databases)
·
Advanced
level experience with planning, implementing and improving security
policies and configurations
·
Advanced
level experience following ITSM policies and processes
Soft Skills:
·
Very good oral and written communication
·
Flexibility and adaptability
·
Analytical thinking
·
Problem solving
·
Genuineness
·
Attention to details
·
Accountability and responsibility
·
Multitasking
·
Organization
·
Teamwork
·
Service, process and solution oriented
·
Ability to work in a shift based environment
·
Ability to work under pressure
·
Punctuality and attendance
·
Confidence
Process Skills:
·
Request Fulfillment
·
Incident Management
·
Change Management
·
Problem Management
·
Demand Management
·
Capacity Management
·
Availability Management
·
Patch Management
·
Event Management
·
Disaster Recovery
Job Description:
·
Act as an escalation point and assist other team
members with after resolution reports (RCA)
·
Ensure operational documentation meets
completeness and quality thresholds
·
Participate in the development of customer
support processes, technical planning, and work coordination
·
Identify any gap on the operational support and
suggest correction actions
·
Participate in the design, planning, and
implementation of new projects / technologies and ensure that the solutions are
highly available and performing
·
Provide day-to-day operational support including
responding to incidents, service requests and tasks while on customer premises.
·
Write comprehensive technical reports including
assessment-based findings, outcomes and propositions for further system
security enhancement
·
Maintain knowledge of new and emerging cyber
security threats and ensure the infrastructure is secured
·
Manage and prioritize multiple assigned tasks to
meet established deadlines
·
Liaise with vendors and other IT personnel for
problem resolution
·
Support other teams for performance/
availability issues
·
Provide advanced
level advice, guidance and assistance to less experienced colleagues
·
Ensure compliance with all approved ITSM
policies and processes