MS Engineer – Oracle

Description

The company is a $30+ billion business and technology services provider that serves 75% of the Fortune Global 100.

It is one of the world's leading AI and digital infrastructure providers, with capabilities in enterprise-scale AI, cloud, security, connectivity, data centres and application services.

Its consulting and industry solutions help organizations move into the digital future, and it has experts in more than 70 countries.

The company is part of a group that invests over $3 billion a year in R&D.

This Cross Technology Managed Services Engineer (L1) role is the first point of contact for clients, keeping their IT infrastructure and systems running.

Responsibilities

• Monitor client infrastructure and solutions to spot problems and errors before or as they occur.
• Investigate first-line incidents assigned to you, find root causes, and give phone, ITSM ticket or chat support to clients.
• Focus on resolving standard and low-complexity incidents and service requests at first line, aiming for zero missed SLA conditions.
• Carry out routine maintenance such as patching and configuration changes.
• Work across two or more technology domains, such as Cloud, Security, Networking, Applications or Collaboration.
• Update existing knowledge articles or write new ones, and look for ways to make work more efficient.
• Support project work as needed and contribute to disaster recovery functions and tests, keeping clients' data safe.
• Hand over carefully at shift changes to keep service continuous, and report or escalate incidents when needed.
• Work toward efficient, complete resolutions and give clients a positive experience in every interaction.

Requirements

• Entry-level experience in troubleshooting and support across security, network, data centre, systems or storage in a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts and ITIL processes.
• Disciplined ticket handling every day, acting promptly under defined SOPs.
• Resolve as many tickets as you can using knowledge articles or provided SOPs.
• Good working knowledge of ITSM tools.
• Ability to plan activities and projects ahead and adapt when circumstances change.
• A client-centric approach that understands their requirements and keeps their experience positive throughout.
• Ability to communicate and work across different cultures and social groups.
• Active listening skills, without interrupting.
• A positive outlook in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent in IT or Computing, or demonstrated equivalent work experience.

Conditions

This is an on-site role.

Shift work with careful handovers between shifts.

The company is an equal opportunity employer.