Job Openings Command Centre Operation Engineer (L1)

About the job Command Centre Operation Engineer (L1)

Job Description Summary

The Managed Services Command Centre Operation Engineer (L1) is an entry-level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.

The primary objective of this role is to ensure zero missed service level agreement conditions. The Managed Services Command Centre Operation Engineer focuses on first-line support for standard and low-complexity incidents and service requests. This role focuses across two or more technology domains such as (but not limited to) Cloud, Security, Networking and/or Collaboration.

The Managed Services Command Centre Operation Engineer may also contribute to / support project work as and when required.

Support 24 hours x 7 days Operation Centre, 12-hour shift pattern, not more than 44 hours per week.

Key Responsibilities:

    • Monitors client infrastructure and solutions.
    • Identifies problems and errors before or when they occur.
    • Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
    • Investigate first-line incidents assigned and identify the root cause of incidents and problems.
    • Provides telephonic or chat support to clients when required.
    • Schedules maintenance activity windows for patching and configuration changes.
    • Follows the required handover procedures for shift changes to ensure service continuity.
    • Reports and escalates incidents where necessary.
    • Ensures the efficient and comprehensive resolutions of incidents and requests.
    • Updates existing knowledge articles or create new ones.
    • Identifies work optimisation opportunities, including automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
    • May also contribute to / support project work as and when required.
    • May work on implementing and delivering Disaster Recovery functions and tests.
    • Performs any other related task as required.


    Knowledge and Attributes:

    • Ability to communicate and work across different cultures and social groups.
    • Ability to plan activities and projects well in advance and take into account possible changing circumstances.
    • Ability to maintain a positive outlook at work.
    • Ability to work well in a pressurized environment.
    • Ability to work hard and put in longer hours when it is necessary.
    • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
    • Ability to adapt to changing circumstances.
    • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.


    Academic Qualifications and Certifications:

    • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
    • Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
    • Relevant certifications include which are considered desirable (but not limited to):
      • CCNA or relevant level 1 Network Security
      • Microsoft Certified, Azure Administrator Associate
      • AWS Certified, Solutions Architect Associate
      • VMware certified Professional: Data Centre Virtualization
      • ITIL V3 Foundation Certification
      • CompTIA A+, CompTIA Network+, CompTIA Security+ or equivalent


    Required Experience:

    • Entry-level experience with troubleshooting and providing the support required in security/network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
    • Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.).
    • Basic knowledge of ITIL processes.
      

  • Additional Career Level Description:

    Knowledge and application:

    • Work is reviewed periodically based on a set of defined procedures or precedence.
    • Normally receives general instruction on work and new assignments.
    • Learn to use professional concepts.

    Problem-solving:

    • Applies knowledge and basic problem-solving techniques to define and resolve problems.
    • Works on problems of limited scope.

    Interaction:

    • Exchanges standard/basic information with colleagues and immediate line manager/team leader.
    • Develop stable working relationships internally.

    Accountability:

    • Determines a course of action based on guidelines and standard practices and procedures.