Lead Engineer: Systems

The Lead Engineer Systems will be responsible for the following tasks:

Job Definition

To provide professional installations and support to our customers and infrastructure by employing a high level of knowledge, service and responsibility
Mentoring and coaching the 2nd level Engineers and Service Agents in systems support
Interface with Core Engineers and assist in the designing and growing the ATC systems services and infrastructure

Main Responsibilities

To continuously manage the ATC VMware environment as to health, availability and capacity
To assist in the planning and growth of ATC’s VMware products and service
To manage the Microsoft SPLA Program
To manage the VMware Service Provider Program
To manage the 2nd level support teams in their ability to resolve all escalations
To manage escalations to the Systems teams
To configure and manage the setup of new customer implementations and upgrades
To react to monitoring fault and utilisation notifications trouble shoot or advise to ensure rectification
To train and mentor the engineers on the VMware and Microsoft platforms
To train the Engineers in trouble shooting steps
To educate Engineers and Service Desk on the configuration and architecture of large/complex installations and hand over from projects
To assist the service desk in training of the agents in supporting the various systems products
To manage the Systems engineers to ensure sufficient cover at all times and maximum utilisation of resources
To assist with the System Engineers' KPI’s
To assist when required in a pre-sales and solution architecture role
To assist the Core Engineers as requested
To be the interface between core and Systems engineering
To manage system administration for Remedy service desk

Work Environment

Hours of work will be based on a 40 hours per week
After hours standby, as required
Able to participate in training sessions, presentations, and meetings
Some travel may be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management

Key Attributes

Minimum 8 years working experience within an IT ISP service environment
Self-starter
Good motivator and team leader
Ability to train and mentor peers
Good verbal and written communication skills with attention to detail and accuracy
Mature individual who is able to work with minimal supervision
Own transport
The candidate would be an assertive, pro-active and dedicated team player that works well in a process driven environment
Ability to manage time in order to prioritise activities
Able to work overtime
Customer service orientated

Education and Qualifications

Date of Application:
2011-04-07