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Responsibilities

This role will:

• Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Apply technical knowledge relevant to the solution using technical documentation to identify appropriate remediation steps, identify escalated urgent situations impacting business priorities, troubleshoot, reproduce customer issues in lab environments, and seek guidance from technical leads and subject matter experts as needed.
• Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior support engineers as needed or requested by management.

Qualifications

SCIM is a good fit for you if:

• You’re technically proficient in Active Directory, Azure, Cloud Services, hybrid environment, Windows
• You have a background in IT or STEM or experience with enterprise support.
• You love technology, understand it, and are adept at using it.
• You’re proficient in both written and oral English.
• You enjoy solving complex technical issues.
• You’re customer-obsessed, take the initiative, and exceed expectations

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Responsibilities
 

• Monitor, maintain, and manage all servers, IPBX and network devices at a site to keep them running properly, coordinating with System Admins at other sites to resolve problems.
• Monitor and Utilize Internet Links and SIP providers.
• Follow Change control management while implementing system changes, upgrades, and updates.
• Responsible for creating and deleting telephone agents and ACD groups.
• Responsible in managing Backup/ Restore file sharing, SharePoint, and database systems.
• Ensure all IT Global policies/ standards and procedures are in place and document new standards/procedures which are particularly applied to your site.
• Conduct Daily/ Weekly and Monthly System Health checklist, maintaining safety standards in the working environment that comply with TEK and partner’s HSSE standard.
• Ensure all Security ERs/ patches/ hotfixes for servers, ensuring they are protected by the latest anti-virus software alongside general readiness for viruses or internet attacks.
• Capacity planning for system upgrades.
• Fully understand Disaster Recovery Plan (DRP) for business continuity. Make sure the compliant with TEK’s global DRP. Join the project team for DR Exercise.
• Technical Representative at your site for solving Crisis problems, providing support for other teams, and managing LAB and testing environments.

Qualifications

• MCSA, CCNA, or ITIL certification or higher is advantage but is not required.
• Must have completed the compulsory 1-year NYSC or have an exemption certificate.
• At least 3 years of experience in a similar role including ITIL v3 or ISO20000 experience.

Should Possess 4-6 Of The Following Types Of Experience

• General knowledge of server and client systems hardware.
• Virtualization - general knowledge/concept, basic experience in provisioning/administration with any vendor hypervisor (VMware ESX, Microsoft HyperV, Citrix Xen, etc.)
• Server OS: Windows 2008 (R2), 2012 (R2).
• Client OS: Windows 7, 8, or 10.
• Networking: general knowledge of devices, LAN/WAN concepts, data transmission, routing, protocol stack, DNS, DHCP, load balancing, and firewalls.
• Active Directory - concept, topology, general admin tasks.
• PowerShell - administration, scripting.
• O365 / Messaging applications.
• Exchange, Lync, Sharepoint (or alternatives from other vendors).
• Mobile Device Management.
• Additional knowledge in cloud technologies, backup software.
• Strong technical skills with IPBX (VoIP), Server technology, and Virtualization.
• Strong in IT Service Management for Incident, Change and Configuration Management.
• Process-oriented team player capable of being self-managed with excellent crisis management and troubleshooting skills.
• Professional fluency in English is essential, both written and spoken.