Standby Engineer

SUMMARY:
Our client is seeking a Standby Engineer

POSITION INFO:

Standby Engineer

GENERAL:

The Standby team''''s major function is to provide a Monitoring and Escalation service to the Managed Service team. The role of Standby Engineer switches between daytime and night time and the functions change considerably. The one constant is that every hour of every day throughout the year is monitored actively. The shift consists of a 12-hour stretch and is 4 days active and 4 days off which alternate from 7 am to 7 pm and vice versa. During the day an increased focus is applied on Monitoring and initial investigation of ''''critical alerts'''' and during the evening this changes to ''''focused'''' monitoring for Customers who pay towards Proactive or Reactive Standby, to answering the phone and provide a basic Service Desk function with basic break-fix across all level of Desktop, Server and Networking. The Standby team out of hours will always have a Senior Technical Escalation point and a Standby Manager on call for assistance.

EXPECTATIONS: 

• Excellent communication, both verbal and written
• Ability to work unsupervised
• Ability to manage frustrated callers by applying good reasoning and logic
• Excellent attention to detail
• Ability to carry out basic investigations for new alerts
• Ability to compile basic reports and carry out basic administration
• Excellent coordination of multiple tasks and follow through to completion
• Strong skills in Active Directory, O365, Veeam, Hypervisors, Mimecast and Microsoft Email technologies

JOB DESCRIPTION:      

1. DAY SHIFT (7am - 7pm)

• Monitoring - ensure that the relevant dashboards are visually checked. Ensure the alerts generated by the system are understood and the necessary work is carried out to resolution or escalated for assistance.
• Reporting - manual reports need to be generated for key Customers and the information checked to be valid. This is a recurring task and attention to detail is important
• Handover - events and information of concern for each shift is captured into a handover document. This needs to be created at the end of each shift and verified with the incoming Standby Engineer

2. NIGHT SHIFT (7pm - 7am)

• Telephone management - Be available to answer the phone, capture the request and understand the impact and urgency. Where applicable, provide the necessary resolution or escalate for assistance.
• Reporting - manual reports need to be generated for key Customers and the information checked to be valid. This is a recurring task and attention to detail is important
• Maintenance - carry out predefined tasks which can be a combination of server, workstation or application updates. This can include work that needs to be carried over from the core RMS operational team or work that simply needed to be scheduled out of hours
• Vendor Management - act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both
• Coordination - given this role functions mostly independently from the day team (out of hours), it''''s critical that the Standby Engineer is able to demonstrate strong coordination skills when multiple incidents occur. Facilitating feedback on current tasks, ability to escalate and provide break-fix, may need to be carried out by various individuals or teams, and therefore needs to be coordinated effectively.
• Task management - ability to work independently and apply good, consistent, attention to detail with scheduled tasks is vital. Where necessary, the Standby Engineer is expected to take a proactive approach to identify new tasks which can assist in providing health to Customer environments in accordance with best practice

Handover - events and information of concern for each shift is entered into a handover document. This needs to be created at the end of each shift and verified with the incoming Standby Engineer

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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