Infrastructure Engineer

• Monitoring and maintaining Infrastructure environments to agreed service levels
• Managing incidents and problems appropriately within agreed service levels
• Creating and performing authorized changes to customer environments, attending CABs where necessary
• Perform root cause analysis on reoccurring incidents
• Ensure technical documentation is completed and updated to professional standards
• Scheduled maintenance and patching of Infrastructure environments as necessary
• Contribute to the continuous improvement programmes of all technology platforms across the datacentre
• Call logging and escalation with third party vendors (such as Microsoft, VMware, Mimecast or Citrix)
• Contributing to delivering team performance
• Adhere to all company policies and processes as communicated by line management in accordance with corporate ISO accreditation levels.
• Troubleshooting infrastructure related technologies for Data centre customers
• May be required to occasionally to fill in single shifts on managed services shift roster
• Assist engagement with projects to ensure design of technical solutions are in line with the requirements of the customer
• Act as a technical escalation point for major incidents related to the service delivery from the datacentre and customer sites
• Assist with acceptance into service into operational support for all new implementations and enhancements/upgrades

[Essential requirements]

• Able to work as a member of a team but also manage up, across and down where required
• Ability to troubleshoot complex, technical, multi-site and multi-disciplinary problems and incidents
• Ability to use the Service Desk tool to manage incidents/changes/problems tickets
• Good English communications skills, both oral and written. Ideally, experience of working for an international company with travel to and from Vietnam
• Strong background with core network and compute technologies in large-scale deployments
• Minimum 3-5 years’ experience providing support to enterprise level clients in at least TWO of the below numbered Infrastructure areas
• Advanced technical knowledge of virtualization technologies (vCenter, vSphere, ESXi, DRS, vMotion, HA, FT, SRM, SCVMM)
• Solid technical knowledge of End User VDI and virtualization technologies (XenApp, XenDesktop, VMware Horizon, VMware View, Netscaler, App-V, AppSense, CAG, CSG, EdgeSite, Director, PVS/MCS, Thin Clients)
• Advanced technical Knowledge and hands on experience in the below technologies or variants of in an enterprise level support environment:
  • Microsoft server products (Windows 2003 to 2012 R2)
  • Microsoft AD (Active Directory) and integrated elements/technologies such as DNS, GPO, DHCP, AD DS and RBAC, DFS, DFSR, Azure, AWS technical support
  • SCCM including patch management, build image and application deployment
  • Anti-Virus solutions with key products being McAfee & Symantec
  • Web Filtering products (WebSense/Symantec/TMG/etc.)
  • Endpoint Encryption products + Server Hardware Support (HP/IBM/Dell/Cisco)
  • Advanced technical knowledge of Exchange technologies (Exchange, Office 365, ISA / TMG / Forefront, Symantec EV, Mimecast, Websense)
• Document new and existing processes
• Customer facing experience as you will be working with technical, process and customer facing documentation. Desirable Requirements
• ITIL qualification or awareness of the ITIL processes
• Experience of Technical Support within Public cloud based providers (Azure, AWS)
• Experience with Monitoring, Automation and Service provider ticketing toolsets (SCOM, ServiceNow, Remedy, Network monitoring)
• Scripting and Automation knowledge
• Degree in Computer Science, Software Engineering, MIS or equivalent preferred
• Experience of working in a multi-client solutions provider
• Experience of design and delivery within Wintel, VMware/Hyper-V, Exchange and Citrix environments