Job Description

Why choose Logicalis?It's not just IT solutions, It's IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers' vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world's leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNowLogicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.Join us and become a part of something epic!ROLE PURPOSEThe responsibilities focused on the smooth running of our ITSM toolset (ManageEngineer), for internal use and our customers.This is achieved by performing routine maintenance, testing, implementing best practices and configuration of these systems.As a systems specialist, you are responsible for supporting all operational teams with various requests pertaining to any configuration of the systems and performing changes adhering to ITIL policies and procedures set out for the customer.This will include support and development during projects for new solutions and customers to ensure all requirements are met.ROLE PURPOSEThe responsibilities focused on the smooth running of our ITSM toolset (ManageEngine), for internal use and our customers.This is achieved by performing routine maintenance, testing, implementing best practices and configuration of these systems.As a systems specialist, you are responsible for supporting all operational teams with various requests pertaining to any configuration of the systems and performing changes adhering to ITIL policies and procedures set out for the customer.This will include support and development during projects for new solutions and customers to ensure all requirements are met.ROLE RESPONSIBILITIES:Responsibilities include:

• Monitoring service availability of the tooling platform, including general administration of the toolsets e.g. adjusting thresholds and metrics, automation, etc.
• Perform and assist on project related duties with regards to new and changing configurations on tooling platforms as required.
• Regularly updating customers on progress of incidents, problems and changes by telephone and email.
• Perform regular root cause investigations with regards to platform faults.
• Regularly updating the ticketing system, ServiceDesk Plus, with quality notes detailing progress and actions completed on open incidents, problems, and change requests.
• Completing Change Requests and Service Requests related to the tooling platform, including impact and risk analysis, implementing out of hours where required.
• 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.
• Proactive identification of fault trends.
• Perform regular on-boarding and off-boarding of employees on tooling platforms.
• Perform customer on-boarding and off-boarding where required.
• Develop and maintain design documentation for all systems.
• Present / Demo specifications to client / internal teams.
• Create / Develop availability / capacity reports or any ad-hoc reports.
• Ensure reporting requirements are met.
• Any ad-hoc duties as and when needed.

DELIVERY RESPONSIBILITIES:

• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent team where necessary.
• Attend customer meetings to provide technical consultancy, usually via Teams but occasionally on site.
• Work closely with the solutions area of the business regarding developing new services and proposal.
• Ensure all Customer documentation is kept up to date.
• Help identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.

KEY PERFORMANCE INDICATORS:KPI's

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Cost Saving Opportunities.
• Customer Service Improvements.
• Internal IT DR and Security
• Identify Project Opportunities.
• Project Execution and Service Transition Quality.
• Ticket Management Disciplines and SLA's.
• Timesheet Completion Quality.
• Any added goals.

QUALIFICATIONS

• Certified or qualified by experience

• ManageEngine Suite
• ITIL Foundation preferred
• Systems Administration

EXPERIENCE

• Essential (3+ years)

• Experience working on ManageEngine products (administration and maintenance) Experience on ADManager, ADAudit, EndPoint Central, Opmanager, ServiceDesk Plus, Analytics Plus, PAM360 and Application Manager will be an advantage.
• Experience working on Windows servers.
• Some networking experience, firewalls, switches, network appliances.

Desirable (Any)

• Good understanding and/or experience on systems administration
• Experience of administering/troubleshooting on various ManageEngine Systems.
• Scripting knowledge. PowerShell, Java, Deluge
• Experienced using WMI and SNMP
• Experience in liaising cross functional units to ensure new implementations

ADDITIONAL SKILLS/ATTRIBUTES:

• A structured and organised approach to complex problem determination and solving.
• Ability to work in a very busy and highly pressurised environment and deal with high impact, high profile incidents, problems, and changes.
• The ability to communicate both verbally and electronically in a clear, professional manner.
• The ability to work with minimum supervision and as part of a team, maintaining a high level of motivation and productivity.
• Ability to work in a very busy and highly pressurised environment and deal with high impact, high profile incidents, problems, and changes.
• A detailed and accurate approach to undertaking all duties.
• Numerate and literate with an eye for detail.
• A good listener, with the ability to communicate technical issues and resolutions to people of varying technical levels.
• Client focussed and with customer care / services mind-set.
• Professional & diligent team player but able to work independently and be self-motivated.
• Enthusiastic, energetic, and confident.
• Light motor vehicle driving licence (Code B or code that includes B) and own reliable transport.
• Accountable Execution.
• Agile Transformation.
• Cross-Business Engagement.
• Excellent Customer Solutions.
• Impactful Communication.
• Inclusive Teamwork.
• Positive Resilience.
• Self-Driven Learning.
• Smart Decision Making.

Logicalis