Background information about the job or company

The EUC engineer is responsible for providing a professional onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions. The role is responsible for managing standard and complex incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Responsibilities or duties

• Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
• Ensure that any software that is part of the solution is installed and configured according to client requirements
• Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
• Liaise with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution
• Investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles
• Respond to and diagnose all alerts, escalate to Field Engineer when unable to resolve within the stipulated time
• Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
• Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
• Provide first line remote and onsite technical support to clients
• Provide first line field engineering services to clients

Qualifications or requirements

• Bachelor's degree or equivalent in Information Technology (IT) or Computing or related field from reputable Institution
• Professional level certification in Microsoft Technologies (Microsoft Exchange Administration, Microsoft 365 End Point Administrator, Microsoft Azure, etc.).
• Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
• Associate level certification in Cloud Technologies such as Azure, AWS, etc.

• Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
• Ensure that any software that is part of the solution is installed and configured according to client requirements
• Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
• Liaise with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution
• Investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles
• Respond to and diagnose all alerts, escalate to Field Engineer when unable to resolve within the stipulated time
• Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
• Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
• Provide first line remote and onsite technical support to clients
• Provide first line field engineering services to clients

• Technical support
• Field engineering
• Incident management
• Problem solving
• SLA management
• Microsoft Technologies (Exchange, 365, Azure)
• Data Centre technologies (Cisco, NetApp, EMC)
• Cloud Technologies (Azure, AWS)

• Bachelor's degree or equivalent in Information Technology (IT) or Computing or related field from reputable Institution
• Professional level certification in Microsoft Technologies (Microsoft Exchange Administration, Microsoft 365 End Point Administrator, Microsoft Azure, etc.)
• Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
• Associate level certification in Cloud Technologies such as Azure, AWS, etc.