Event Management Engineer

We are Architects of Change We help organisations succeed in a digital-first world. At Logicalis, we harness our collective technology expertise to help our clients build a blueprint for success, so they can deliver sustainable outcomes that matter.ROLE RESPONSIBILITIES: Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs. Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice. Liaise with logistics team to ensure spares are delivered to a customer site where required. Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA. Manage the 'planned maintenance' process, receiving Carrier notifications of downtime and notifying the customer of any impact to service. Work closely with resource management to organise engineer to site where required. Carry out remote diagnostic tests and checks when incidents are logged by customers. Escalating calls to senior engineers or management as appropriate. Liaison with internal departments, vendors and suppliers where required. To take ownership of Customers' requests and be proactive when dealing with Customers' issues. To ensure all requests meet or exceed the contractual Service Level Agreements. Always maintain high customer-care levels. Provide advanced diagnostics when appropriate. Implement routine and minor Change Requests. Actively seek to improve and grow own skill and knowledge in appropriate areas. Identifying and recommending improvements for the 1st Line Support operation Carry out housekeeping tasks. Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues. Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner. Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer. Providing input to customer facing Technical Incident Reports. Capturing repeat faults and undertaking root cause analysis. Proactive identification of fault trends. Update customers by telephone or e-mail on the progress of a support call or to ask for additional information. Assist with the implementation of Customer projects, internal support projects or support administration tasks. Ad-hoc duties as required.

DELIVERY RESPONSIBILITIES:

Attend the Change Advisory Board for customer change requests. Attend meetings and working parties to represent Operations where necessary. Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site. Helping to identify gaps in existing technical documentation, knowledge and skills. Creating and maintaining of technical customer documentation. Ensuring customer transition pre-requisites are delivered by EPM and Project Management. Undertake technical audits for key customers where issues have been identified.

KEY PERFORMANCE INDICATORS:

KPI's Change Implementation Quality. Complete Partnership and Technical Skill Certifications Requirements. Customer and End User Satisfaction and Relationships. Customer Service Improvements. Identify Project Opportunities. ISO 270001 and 20000 Compliance. Project Execution and Service Transition Quality. Ticket Management Disciplines and SLA's. Timesheet Completion Quality. Any added goals. Skills and Competencies Accountable Execution. Agile Transformation. Cross-Business Engagement. Entrepreneurial Spirit. Excellent Customer Solutions. Impactful Communication. Inclusive Teamwork. Positive Resilience. Self-Driven Learning. Smart Decision Making.

PERSON REQUIREMENTS:

EXPERIENCE:

Minimum 2 years general IT support experience. Minimum 2 years dedicated networking/security experience. LAN, WAN and network security experience. Strong understanding of network infrastructure, network hardware and networking protocols. Ability to implement, administer, and troubleshoot network infrastructure devices, including but not limited to routers, switches, access points, wireless controllers and firewalls. Knowledge of application transport and network infrastructure protocols. Ability to create accurate network diagrams and documentation for design and planning network communication systems. Ability to think through problems and visualize solutions. Capable of providing specific and detailed information for hardware and software selection. Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

QUALIFICATIONS:

National High School Senior Certificate (or equivalent) CompTIA A+ CompTIA N+ (preferable, not mandatory) Cisco CCNA or Fortinet NSE 4 certified - mandatory Cisco CCNP, Fortinet NSE 4,5,6 - preferred, but not mandatory ITIL v3 Foundation - preferred, but not mandatory