MS Technical Specialist

Job Description

Key Responsibilities:

Ensures that assigned infrastructure at the client site is configured, installed, tested, and operational
Performs necessary checks, apply monitoring tools and respond to alerts.
Identifies problems and errors prior to or when it occurs and logs all such incidents in a timely manner with the required level of detail.
Assists in analyzing, assigning, and escalating support calls.
Investigates third line support calls assigned and identify the root cause of incidents and problems
Reports and escalates issues to 3rd party vendors if necessary.
Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
Proactively identifies opportunities for work optimization including opportunities for automation of work.
Coaches L2 teams for advance technical troubleshooting and behavioral skills.
May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
May work on implementing and delivering Disaster Recovery functions and tests.
Performs any other related task as required.

Knowledge and Attributes:

Ability to communicate and work across different cultures and social groups
Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
Ability to maintain a positive outlook at work.
Ability to work well in a pressurized environment.
Ability to work hard and put in longer hours when it is necessary.
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
Ability to adapt to changing circumstances.
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
Relevant certifications depending on technology domain expertise such as (but not limited to) – CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advance technical certification like CCIE, CISSP.

Required Experience:

Seasoned Managed Services experience handling complex Security Infrastructure.
Seasoned experience required in Engineering function within a medium to large ICT organization.
Seasoned working knowledge of ITIL processes.
Seasoned experience working with vendors and/or 3rd parties.