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L1 Infrastructure Engineer

Date: 18-Nov-2021

Location: Taguig City, Philippines

Company: Canon

Purpose 

 

  • The main responsibility is providing 1st line telephone and technical support to a variety of clients, working as part of a team supporting OryxAlign clients across a range of technologies. OryxAlign are a UK based MSP and provide multi-layer technical support to many clients. 

  • The role is based on monitoring infrastructure and servers, backups, managing alerts and taking client phone calls, providing first time resolution where possible and resolving technical support tickets as part of a team on a busy Service Desk, working out of the Canon Business Service Centre offices in BGC, reporting to the NOC Team Leader.

Essential duties 
 

  • Provide day to day technical support in an effective and timely manner; 

  • Complete daily checks on infrastructure and servers, acting on any alerts generated by our RMM 

  • Complete backup checks and record success / failure accurately, acting on failed backups promptly; 

  • Management of escalated tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets; 

  • Work closely with the UK Service Desk ensuring tickets are escalated promptly and effectively. 

  • Ensuring client knowledge base documents remain up to date and are reviewed regularly including adding additional KB documents when required; 

  • Ownership of client user creation and deletion requests through request lifecycle 

  • Provide support and assistance to engineers; 

  • Vendor manage tickets as required, ensuring regular updates provided to client; 

  • Prioritisation and management of workload to meet contractual SLAs; 

  • Answer inbound telephone calls within 15 seconds; 

  • Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request; 

  • Provide assistance or support on projects; 

  • Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail; 

  • Ensure assigned tickets are proactively managed and updated throughout the day; 

  • Ensure clients receive updates as per the contracted SLA, note this may be more frequent for more critical or urgent issues; 

  • Major Incident management for critical issues, including critical issue investigation, escalation and/or resolution, ensuring Major incidents are escalated to Service Desk Management and escalated to advanced technical teams where required; 

  • Complete Timesheets accurately on a weekly basis; 

  • Provide technical resolutions where possible, ensuring details of the resolution have been communicated to the client; 

  • Review and update knowledge base documents regularly; 

  • Verify, review and allocate tickets in the inbound unassigned queue as per the Managing Unassigned Queue process; 

  • Ensure tickets are completed as per the Incident Management and Request Fulfilment process. 
     

Qualifications: Experience and capabilities 
 

  • Microsoft Desktop, 3-5 years’ experience; 

  • Administering & supporting and ability to troubleshoot Microsoft Windows Server 2008/2012/2016, preferably in a VMWare ESXi environment or HyperV. 3-5 years’ experience; 

  • Administering & supporting Office365, with hands on experience of user and license administration.; 

  • Administering & supporting Microsoft Exchange 2007/2010/2016. An understanding of how Exchange works, with knowledge of datastores, mail flow and troubleshooting mail issues. 3-5 years’ experience; 

  • Networking Experience (routers, switches & firewalls). Understand usage and configuration of DHCP, DNS and VLAN’s.  Knowledge of port forwarding and WAN configuration essential. 3-5 years’ experience; 

  • Network Administration & Data Backup Technologies, preferably Veeam. 2-3 years’ experience; 

  • IT Service Desk Environment. 3-5 years’ experience