Location, Quill 18, Cyberjaya
A winning Managed IT practice with specialism in outsourced Managed IT services with a global presence. We help Enterprise organisations to realise their business value through transformational impact of Modern Work Place Technologies.
As a Level 3 Team Operations Engineer you will be expected to triage and manage ticket resolution covering any direct feature of Microsoft Teams or any of its dependencies.
You will be part of a team of operations engineers which will be required to work a shift pattern covering EMEIA, US and APAC time zones.
Resolving of incidents / requests from end users that are assigned to the Level 3 Teams resolver group
Escalate and liaising with other resolver groups on incident resolution as required (E.g. Networks)
Escalate and liaising with 3rd party vendors on incident resolution as required (E.g. Microsoft)
Monitoring of the environment and initiating actions to resolve or mitigate any incidents
Ensuring SLA targets and KPI’s are met
Provide support to internal teams on ticket resolution (E.g. creating knowledge base articles, assisting in training, etc.)
System administration including the commissioning of new features
Involvement in the Problem and Change management processes (E.g. Providing technical Root Cause Analyst information)
Understanding management requirements, collecting data, delivering analysis and identify improvements
SKILLS, TRAIT AND EXPERIENCE
Technical knowledge of Microsoft Teams, Microsoft O365, Microsoft Server family and the wider Microsoft product stack and technologies that are peripheral to Unified Communications
Technical skills in any of the following technology areas would be a significant advantage :
ServiceNow service management system
Microsoft Skype for Business / Lync / Teams
Ribbon and / or AudioCodes session border controllers (SBCs)
A working knowledge of ITIL standards and practices, including incident management
Good interpersonal skills and an ability to communicate effectively
Mature and presentable
Strong organisational and time management skills
Comfortable with owning and resolving technical issues