Microsoft/Cloud Engineer

• Extensive experience working within a medium to large ICT organization in an engineering function.
• Proven experience in managed services with excellent knowledge of ITIL processes.
• Proficiency in managing platforms, including Windows Server Administration, Linux Server Administration, Virtualization Administration, Server Hardware, and Storage Administration.
• Experience working with vendors and/or third parties in a collaborative manner.
• Strong communication skills, with the ability to work across different cultures and social groups.
• Ability to plan activities and projects in advance and adapt to changing circumstances.
• A positive outlook and the capability to work well under pressure.
• Active listening skills and the ability to place clients at the forefront of all interactions, creating a positive client experience throughout the entire journey.
• A bachelor's degree or equivalent qualification in Information Technology/Computing, or equivalent work experience.

Key Responsibilities:

• Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational.

• Performs necessary checks, apply monitoring tools and respond to alerts.

• Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.

• Assists in analyzing, assigning, and escalating support calls.

• Investigates third line support calls assigned and identify the root cause of incidents and problems

• Reports and escalates issues to 3rd party vendors if necessary.

• Provides onsite technical support to clients and provide field engineering services to clients.

• Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality.

• Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.

• Proactively identifies opportunities for work optimization including opportunities for automation of work.

• May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.

• 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 takes 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 ( Preferred ) :

• Bachelor's degree or equivalent qualification in Information Technology/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 such as (but not limited to) -

• VMware certified Professional: DATA Centre Virtualization.

• VMware Certified Specialist – Cloud Provider.

• VMware Site recovery Manager: Install, Configure, Manage.

• Microsoft Certified: Azure Architect Expert.

• AWS Certified: Solutions Architect Associate.

• Veeam Certified Engineer (VMCE).

• Rubrik Certified Systems Administrator.

• Zerto, pure, vxrail.

• Google Cloud Platform (gcp).

• Oracle Cloud Infrastructure (oci).

• Microsoft Windows Server

Required experience:

• Seasoned work experience.

• Seasoned experience required in Engineering function within a medium to large ICT organization.

• Seasoned experience of Managed Services.

• Excellent working knowledge of ITIL processes.

• Seasoned experience working with vendors and/or 3rd parties.

• Seasoned experience managing platforms including a combination of the following: Windows Server .Administration, Linux Server Administration, Virtualization Administration, Server Hardware and Storage Administration.