Support Services Client Configuration Engineer at Paracon

Job description

You Will Be Responsible For

• Duties or requests allocated and professionally managing them through to completion or escalation;
• Contributing fully as an active team member and ensuring personal and team objectives are achieved;
• Collaborating with other teams to maintain standards and functionality;
• Maintaining a professional relationship with clients;
• Utilising excellent customer service skills and exceeding customers’ expectations;
• Reporting potential client facing risks, customer feedback and potential product requests;
• Maintaining your own personal development plan with support from your manager;
• Collaborating with other teams to maintain standards and functionality;
• Undertaking any other tasks as assigned by management;
• Maintaining good attention to detail; and,
• Data input and accuracy.

From a Client Configuration Engineer Duties perspective, you will handle:

• Ensuring that assets under the control of the IT organization are identified, controlled and properly cared for throughout their lifecycle;
• Identifying, controlling, recording, reporting, auditing and verifying services and other configuration items (CIs), including versions, baselines, constituent components, their attributes and relationships;
• Accounting for, managing and protecting the integrity of CIs through the service lifecycle by working with change management to ensure that only authorized components are used and only authorized changes are made;
• Ensuring the integrity of CIs and configurations required to control the services by establishing and maintaining an accurate and complete configuration management system (CMS);
• Maintaining accurate configuration information on the historical, planned and current state of services and other CIs;
• Supporting efficient and effective service management processes by providing accurate configuration information to enable people to make decisions at the right time — for example, to authorize changes and releases, or to resolve incidents and problems;
• Identifying and contributing to ongoing process and procedure improvements in collaboration with the Configuration Manager; and,
• As part of the initial review project, this will involve full process design along with updating of client information and the migration of client information to the new standards and templates.

Job Requirements

To do well in this role, you will need a minimum of ITIL foundation, 3 - 5 years' experience in a technical delivery or support role, and experience in a wide spectrum of technologies and hardware.

It will be an advantageous if you have any of the following skills:

• MCSE, MCSA, MCTS, MOS;
• VMWare;
• CCNA or equivalent;
• Knowledge of Fortinet products; and/or,
• Strong Microsoft Visio skills.