Position Outputs
• Analyse, troubleshoot and solve technology issues (both remotely and on-site) received via email, phone, and in-person;
• Maintain, support and optimise the enterprise server infrastructure.
• Maintain server security and integrity, and develop and implement the current server infrastructure, as well as future planning to address server infrastructure requirements.
• Create and maintain architecture diagrams and configuration data
• Identify issues, propose solutions, and test new technologies or process changes.
• Provide best-in-class, white-glove customer service over the phone/email and in person;
• Track and thoroughly detail technology issues through ticketing system;
• Update and maintain technology knowledgebase with customer-facing content as well as internal troubleshooting content;
• Provide administration for various technology including Microsoft Azure and other public cloud services.
• Configure and manage Azure resources according to technical design specifications. Handle pricing and cost management (Azure Resource Administration).
• Ensure policies are configured correctly and resources are optimized for performance. Implement monitoring solutions to track and improve system performance (Azure Monitoring and Performance).
• Manage the lifecycle of secrets, including connection strings and security groups. Ensure secure handling and storage of sensitive information (Secrets Management);
• Oversee network configurations and security group management within Azure (Network Management).
• Manage backup solutions for Azure and on-prem resources (Backup Management).
• Follow up with customers to ensure their technology needs are being met and issues are resolved.
• You may be required to work outside of normal business hours, including occasional holidays, evenings, and weekends.
• Define and standardise procedures and automated mechanisms to ensure availability, reliability, security and scalability of desktop and environments.
Qualification, Experience and Competencies
Internal customers
• All internal business stakeholders
• IT teams
External stakeholders
• Customers
• Service providers
• External product suppliers
Academic qualifications
Essential:
• Degree or diploma in the field of computer science or information technology
• Microsoft Certified: Azure Solutions Architect Expert - highly desirable.
Work Experience
• 5 – 7 years hand-on IT infrastructure support experience
• Proven excellence in customer service, interpersonal, customer-facing skills;
• Experience administering Azure Services, Active Directory/Entra, Group Policy.
• Strong listening and problem-solving skills.
• Experience using PowerShell for scripting and automation.
• Ability to quickly diagnose and resolve technical issues and to eliminate those repetitive issues both on-site and remotely.
• Proven experience as an Azure Solution Engineer, troubleshooting complex technical problems and implementations.
Knowledge
Essential:
• Extensive knowledge of virtualisation solutions
• Extensive knowledge of Microsoft products (Azure Infrastructure, Web Apps, and Dynamics 365.
• Strong technical knowledge of Microsoft public cloud.
• Solid understanding of ITIL
Advantageous:
• Azure Solution Architecture knowledge.
• VMWare knowledge
Skills
Essential:
• Well-developed communication skills to interact professionally with all stakeholders, interacting at all levels, externally and internally.
• Strong interpersonal skills to manage service providers effectively and handle conflict.
• Advanced critical and analytical thinking to troubleshoot problems.
• Strong problem-solving skills to perform in-depth analysis.
• Ability to multi-task, effectively prioritise and execute tasks in a high-pressure environment.
• Well-developed computer, technology and systems skills.
• Ability to self-manage and motivate.
Personal Attributes
Essential:
• Strong customer centricity
• Concern for communicating clearly
• Focus on getting things done right
• Focus on analysing and solving problems
• Preference for team working
• Remaining resilient with stress and pressure
• Focus on initiating action
• Concern for working within parameters
Advantageous:
• Readiness to make and own decisions
• Concern for leading others
• Preference for thinking practically
• Preference for planning and organising
• Openness to accepting feedback