Client Support Engineer Level 1

Respond to client issues received by telephone, voice mail, e-mail and via the customer portal Manage and complete scheduled tasks on time Ensure effective client communications take place Ensure the effective assignment and escalation of incidents to senior engineers where appropriate Advise the Team Lead and/or Shift Manager of emerging issues Adherence to ITIL processes Contribute documentation to the shared knowledge base Ensure all changes are documented through the change management process Execute change management tasks in line with defined processes Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients Assist and mentor team members in Ensono’s structured approach to troubleshooting problems Act as a role model and mentor for fellow team members Knowledge Possess a strong understanding of server and network infrastructure architecture Good knowledge and hands-on experience troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management A basic to intermediate understanding of Infrastructure technologies like Storage Area Networks and Networking. Additional preferred knowledge: VMware ESX, VSphere, AWS/Azure, SQL server Skills Good problem solving and analytical skills with knowledge of problem analysis A ‘client centric’ approach Excellent demonstrable English written and verbal communication skills Able to communicate in groups with confidence and conviction Ability to multi-task and work well under pressure Good team working skills are essential Ability to document processes and procedures in a clear, concise and logical manner Exceptional customer service skills Engineering certification in Microsoft or Redhat (nice to have) Self-motivated, high aptitude for learning ITIL certification desirable Experience 1-2 years of experience in a systems administrator role (Unix/Windows/SQL/Network) 2-3 years of experience from a Managed Services background