We have an open seat for a highly specialised systems engineer that can provide technical support and guidance directly to clients and his/her colleagues.
•Responsible for analysis, diagnosis and problem solving of infrastructure related issues. • Plan, design, and implement products and services for internal and external customers. •Qualify the product fit and define support needs for the customer. •Assists project management to prepare, outline and detail technical plans and co-operate with business units and project staff to ensure that appropriate technical aspects relating to the task are fulfilled. •Advises management and staff on system development and tools, including the technical aspects of configuration management methods, system security requirements (confidentiality, integrity and availability), the operational and maintenance aspects of the system under development, and the proposed system recovery procedures. •Ensures that relevant technical strategies, policies, standards and practices are applied appropriately. •Ensures that appropriate technical records are established and maintained and that technical assurance control methods are used appropriately. •Monitors technical progress, informing project management of major technical issues and making recommendations on their resolution. •Advises on appropriate quality criteria, and the conduct of quality reviews of technical products. •Attends quality reviews (whenever appropriate) and ensures the adequacy and effective use of quality control procedures. •Advises on the impact of technical exceptions (including requests for changes, deviations from specifications, etc), and ensures that there is proper assessment of all technical exceptions. •Assists project management to devise recovery actions. •Assists project management to prepare technical aspects of reports, and contributes to formal reviews and evaluations when projects and programmes end. •Provides monitoring, and real-time alerting to IT related operational issue such as: server, network, and device availability. •Investigate and troubleshoot operational issues, as well as handle customer queries, and resolve them in line with SLAs. •Manage incidents through to resolution. •Ensure platform stability at all times. •Provide operational support out of normal working hours on a shift basis.
•Linux/Unix Experience an advantage •Experience in Contact centre technologies •Clear and succinct communication skills. •Ability to work unassisted, as well as part of a team (both direct and cross-functional) •Good planning skills •Self Motivated •Focused on delivering quality work in a timely manner •Highlight risks and issues before they impact operational stability, or security