The role of Infrastructure Services Expert is to provide 3rd and some 2nd line support for all customer services (internal and external) in infrastructure service support operations including some level of server hardware, server operating systems, application design, installation and troubleshooting in accordance with Company procedures as per ISO/QMS standards for Incident, Problem, Change, Release and Configuration Management to defined customer service levels.
To ensure quality and timely delivery of all support services
To provide delivery on pre-sales (solutions), engineering and projects
To attend pre-sales meetings to assist in developing solutions
To fill the gap between Specialist and Consultants when required
Ensure all work is documented correctly
Comply with ISO Procedures
Deliver 3rd and some 2nd line support activities and duties
Input to project co-ordinators and managers to help produce proposals for work undertaken on behalf of the customer to be delivered by the team
Deliver quality pre sales solutions and projects
Attend meetings as required based on work being undertaken
Escalate quality matters to team leader
Assist fellow team members in identifying solutions to problems
Be flexible and be able to work out of hours when necessary
Is able to analyse, diagnose, troubleshoot problems, within set SLA`s
Able to work methodically and logically.
Is able to communicate effectively, both orally and in writing.
Ability to learn quickly and to follow processes
Identifying and responding to calls in a professional manner.
Operating Systems - Microsoft 2003/2008/2012 Server, Linux (Linux+ Certification or equivalent experience may be accepted)
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