DELIVERY OF SERVICE & CHANGE REQUESTS
- The Windows/VMware Support Engineer accurately diagnoses and resolves Incidents and Problems within SLA.
- Acts as second line support to resolve Incidents that cannot be resolved at first contact.
- Own the implementation of the actions to ensure the accurate and timely resolution of assigned Incidents and Problems.
- Report on Service Level Agreement breaches for Incidents.
- The job scope includes the delivery of service requests and execution of changes within the ITSM framework.
In addition the Infrastructure Support Engineer assesses, plans, builds, tests and implements Service Requests and within the ITSM framework. Needs to collaborate with other teams as required to fulfill cross-tower requests.
• Perform OS system builds, configuration, hardening and patching on various Windows and VMware platforms
• Perform file system creation, expansion and reclamation
• Perform server migrations
• Perform server decommissioning
• Create backup and recovery policies, including disaster recovery planning
• Perform capacity management
• Perform timely updates of configuration items, Playbook and other documentation
• Create scripts for automation with relevant documentation
• Support other teams to deliver on approved customer projects and requests.
Operational activities of the Windows/VMware engineer include the following:
• Ensure Incident/Problem records are updated throughout the life of the Incident/Problem with all relevant investigation details (covering actions/advice/escalation)
• Receive progress-chasing calls from the Service Desk and provide feedback on the status of existing Incidents/Problems/Changes
• Perform escalations (technical and management) where required
• Collaborate with other teams to jointly resolve cross-tower problems
• Ensure that the investigation of Incidents/Problems is performed within timescales dictated by the SLA
• Raise Change Requests and Releases as appropriate
• Where a problem is being investigated, work with the Problem Manager to assess if a Permanent Resolution is justified, or if a workaround should remain
• Maintain systems and peripherals in proper working condition
• Plan for hardware and peripheral obsolescence
• Arrange repair for failed hardware
• Perform system audits
• Monitor system performance using monitoring tools.