Job Opportunities at Logicalis

ROLE RESPONSIBILITIES:

Improve Quality of tickets by creating Knowledge articles – Target 90%

• Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS).
• Plan and document standard operating procedures, call routing, and call management strategies.
• Update the knowledgebase articles for key processes

Service Level agreements\Retain customers – Target 80% (FCR)

• Respond promptly to customer contacts via telephone, e-mail, or other communication channels.
• Gather customer and technical information to assess appropriate level of service and urgency.
• Update customer databases with service request details and resolution outcomes.
• Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs.
• Monitor progress of the service requests and escalate when needed.
• Follow up with customers to ensure their inquiries and service requests have been fully addressed.
• Identify opportunities to improve customer service processes.
• Develop and maintain relationships with customers to ensure positive customer experience.
• Respond quickly to customer requests for service and ensure timely closure of incidents and requests.

Customer experience\Team Collaboration – Target 90%

• Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery.
• Work closely with external contractors to arrange site visits or remote access sessions
• Work closely with internal teams and stakeholders.

Development\Training – Target 100%

• Identify own areas of development and advise Team Lead of courses that can assist in closing the gap.
• Provide technical advice and training to more junior colleagues.

QUALIFICATIONS

• Matric
• A+
• N+
• IT Diploma or Certificate (preferred)
• ITIL Foundation (advantageous)
• Microsoft Active Directory Administration (advantageous)

EXPERIENCE

• At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.
• The candidate should ideally have 1-2 years’ experience working in a managed services or similar IT environment and possess a high level of customer service, technical skills and multi-tasking.
• Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in (or studying towards) MDAA, ITIL v3 or V4. Good PC skills, MS Office packages
• Knowledge of system troubleshooting techniques.
• Strong problem-solving and analytical skills.
• Good communication skills both written and verbal.
• Ability to work well and collaboratively in a team environment.

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ROLE RESPONSIBILITIES

• Maintain service availability for customers by performing routine maintenance, failover testing, implementing best practices, pro-active monitoring of alerts and status changes etc.
• Perform project related duties with regards to new and changing infrastructure deployments as required.
• Regularly updating customers on progress of incidents, problems and changes by telephone and email.
• Regularly updating Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems, and change requests.
• Completing customer Change Requests, including impact and risk analysis, implementing out of hours where required.
• Provide technical consultancy to all other areas of the business to ensure the integrity, performance and support of new opportunities that involve Platform and Compute Support.
• Provide prompt senior technical assistance on customer incidents when Tier 1 skills have exhausted a resolution attempts.
• Find technical solutions to problems where necessary and practical, without compromising the commercial viability of current and future platform solutions.
• To stay up to date and accredited within the current technologies.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Where required perform the Lead Engineer role for some of Logicalis key customers on a support, service transition and project basis.
• Work as part of the on-call rota and ensure resources are always available 24X7 and respond within SLA time frames to any calls from out of hours.
• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Platform and Compute Support where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Attend customer sites for onsite project and support related activities.
• Undertake technical audits for key customers where issues have been identified and as part of the Service Improvement Process.
• Work closely with the solutions area of the business regarding developing new services and proposal.
• Ensure all Customer documentation is kept up to date.
• Providing input to customer facing Technical Incident Reports.
• Help identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.

PERSON REQUIREMENTS:

QUALIFICATIONS

Graduate or qualified by experience with ideal certifications such as:

• Microsoft Azure AZ-104 - Microsoft Azure Administrator Associate
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)
• VMware VCP – VCP-DCV 6.x, 7.x, 8.x
• Huawei Storage HCIA, HCIP
• Hitachi Storage
• Dell EMC
• Dell Server certifications an advantage
• HPE Server certifications an advantage
• NetApp NCTA, NCDA, NAHSE, NCSE, NCIE SAN an advantage
• ITIL Foundation

EXPERIENCE

Essential (6 – 7 Years)

• Azure Platform Implementation and Management
• M365 Implementation and Management
• MS Intune Implementation and Management
• Azure AVD Implementation and Management
• Azure Cost Optimization
• VMware vSphere 6,x – 8.x
• Microsoft Hyper-V
• Enterprise storage such as Dell, HPE, IBM, EMC, Huawei, Hitachi
• Experience working on SAN Fabric Switches. (Brocade and Cisco)
• Server hardware support such as Dell, HP, IBM
• Azure IAAS
• Experience of administering/troubleshooting Windows Server
• O365/M365 deployment, migration and administration

Desirable (Any)

• Synology Storage
• Experience of administering/troubleshooting Linux
• Exposure to managing PCI-DSS compliant environments
• VMware SRM, vSphere Replication 
• Experience of deploying/administering/troubleshooting MS SharePoint
• Experience working on VMware NSX and vCloud Director
• Scripting knowledge. PowerShell, power Cli
• Knowledge on container technologies such as Kubernetes
• Veeam Backup
• Commvault (Metallic in particular)

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ROLE RESPONSIBILITIES:

• Day-to-day support of our customer’s network and server environments.
• Perform project related duties regarding new deployments or development requirements.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems and change requests.
• Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
• Providing day to day administration for managed service customers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Maintaining and updating customer technical documentation.
• Constant knowledge capture and sharing.
• Stay up to date and accredited within the current technologies.
• Work with the other departments to understand and share technical strategy.
• Work as part of the on-call rota and ensure resources are always available 24x7 and respond within SLA time frames to any call from the MSC Shift team out of Hours.
• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Operations where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Attend customer sites for onsite project and support related activities.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Providing input to customer facing Technical Incident Report
• Undertake technical audits for key customers where issues have been identified.

PERSON REQUIREMENTS:

QUALIFICATIONS

Graduate or qualified by experience with ideal certifications such as:

• Microsoft Azure Fundamentals (AZ-900) – (Essential)
• Microsoft Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Enterprise Administrator Expert (MS-100 and MS-101)
• VMware VCP – VCP-DCV 6.x, 7.x, 8.x
• Veeam Certified Engineer
• Commvault Certified Professional
• ITIL Foundation

EXPERIENCE

Essential (1 – 2 Years)

• VMware vSphere
• Microsoft Azure IAAS
• Microsoft O365 Administration
• Microsoft Server OS administration and troubleshooting                                                         

Desirable (Any)

• Azure AVD
• Microsoft Hyper-V
• Server hardware support such as Dell, HP, IBM
• Storage system support
• Experience of administering/troubleshooting Linux
• Scripting knowledge. PowerShell, power Cli
• Veeam Backup
• Commvault (Metallic in particular)

go to method of application »

ROLE RESPONSIBILITIES:

• Day-to-day support of our customer’s network and server environments.
• Perform project related duties regarding new deployments or development requirements.
• Troubleshooting technical faults and providing satisfactory fixes to the customer.
• Regularly updating customers on progress of faults by telephone and email.
• Regularly updating Logicalis ticketing system Service Now / Autotask with quality notes detailing progress and actions completed on open incidents, problems and change requests.
• Completing customer environment Change Requests, including impact and risk analysis, implementing out of hours where required.
• Providing day to day administration for managed service customers.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Maintaining and updating customer technical documentation.
• Constant knowledge capture and sharing.
• Stay up to date and accredited within the current technologies.
• Work with the other departments to understand and share technical strategy.
• Work as part of the on-call rota and ensure resources are always available 24x7 and respond within SLA time frames to any call from the MSC Shift team out of Hours.
• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Operations where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Attend customer sites for onsite project and support related activities.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Providing input to customer facing Technical Incident Report
• Undertake technical audits for key customers where issues have been identified.

PERSON REQUIREMENTS:

QUALIFICATIONS

Graduate or qualified by experience with ideal certifications such as:

• Microsoft Azure Fundamentals (AZ-900) – (Essential)
• Microsoft Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Enterprise Administrator Expert (MS-100 and MS-101)
• VMware VCP – VCP-DCV 6.x, 7.x, 8.x
• Veeam Certified Engineer
• Commvault Certified Professional
• ITIL Foundation

EXPERIENCE

Essential (1 – 2 Years)

• VMware vSphere
• Microsoft Azure IAAS
• Microsoft O365 Administration
• Microsoft Server OS administration and troubleshooting                                                         

Desirable (Any)

• Azure AVD
• Microsoft Hyper-V
• Server hardware support such as Dell, HP, IBM
• Storage system support
• Experience of administering/troubleshooting Linux
• Scripting knowledge. PowerShell, power Cli
• Veeam Backup
• Commvault (Metallic in particular)

go to method of application »

DELIVERY RESPONSIBILITIES:

People Management

• Build a qualified commercial team through innovative hiring and training techniques. Responsible for recruitment, soft skills coaching, training and retention of the department. 
• Implement effective staffing and scheduling models for guaranteed coverage at the lowest possible costs.  
• Overall responsibility for the management and development of the commercial team personnel and achievement of team objectives. 
• Develop a customer care philosophy that ensures customer satisfaction (internal and external)
• Analyse team performance through various statistical and reporting methods.  
• Market the image of the commercial team that ‘showcases’ and advances company sales and success.
• Effectively manage all day-to-day team activities and escalations. 

Supplier Management

• Management of Suppliers and key client business partner relationships, ensuring their services are consistently achieved and improved. 

Procurement

• Processing of all orders (Internal and Client orders)
• Communicate with BRM/BRDs should pricing/hardware change
• Pro-actively keeping all stakeholders up to date on the progress of order/delivery
• Manage the communication with PMO when orders have been processed for Project

Process Management

• Adhere to and maintain formal procedures for consistency and quality output. 
• Proactive management of the team by taking an influential lead in managing change and the implementation/development of an end-to-end commercial process.
• Continually re-develop processes according to best practices. 
• Ensuring all processes have relevant controls to pick up on any potential mistakes.
• Implement methodologies to improve turnaround time, manage customer perceptions, and build strong internal relationships.  
• Active Quality and Time management

PERSON REQUIREMENTS:

• Strong interpersonal skills used to effectively communicate within the organisation as well as with external stakeholders such as customers and distribution
• Strong commercial skills
• Analytical skills
• Business presentation skills
• Strong verbal, written and communication skills
• Negotiation skills
• Good, developed business acumen
• Planning and organizing
• Delivering results and meeting customer expectations
• Presenting and communicating information
• Stakeholder Management
• Ability to work in a high-pressure environment
• Negotiation skills
• Excellent verbal and written communications

EXPERIENCE:

• Solid record of relationship-building with Suppliers
• Experience working in a commercial team and understanding of the functions required to successfully manage such a division

QUALIFICATIONS:

• Minimum of 3 years’ experience in running a similar function within a systems integrator