Technical Support Associate
HYLA Mobile
This job is responsible for ensuring the stability, integrity, and efficient operation of the systems and infrastructure that support core organisational functions, as well as to conduct/lead research on new and emerging technologies for practical application to business problem and strategic initiatives.
This may include overseeing, directing and checking work of less senior engineers. Can independently solution new request by leveraging existing engineering patterns in multiple domains.
40% - Independent working knowledge of job role demonstrating mature technical skills and interpersonal competencies
20% - Provide technical support and in-depth problem analysis capabilities
30% - Manages several small to medium-scale projects and/or tasks of various complexities across the enterprise
10% - Serves as an advocate for Enterprise customer
In some instances of the job, this grade level can be designated to be 50% Operational Support / 40% Solution Delivery /10% Strategic Support
Basic Qualifications Required – Knowledge, Skills & Experiences
Degree or Tertiary Qualifications in Computer Systems Engineering, Computer Science or equivalent.
A minimum of 3 years of technical experience in design, deployment and support of complex vendor server-based applications
May include skills in the following areas: Infrastructure / Network / Server/ Industry Monitoring and Performance Testing Tools / Service Management Process, Proficient knowledge of Technology methodologies (life-cycle management, Agile, ITIL, Waterfall), Experienced knowledge of Windows, Unix/ Linux Operating Systems, Technology infrastructures in distributed / cloud configurations, broad network IP, relational databases and AD / LDAP directory understanding. Proficient in PowerShell or equivalent scripting languages.
Skilled communication acumen both orally and written, service oriented, ability to build strong working relationships, high engagement, ability to teach and learn quickly, carries out work requirements with minimal guidance.
Provide network, systems and telephony support. Organise maintenance of hardware and software, including fault handling in-line with agreed SLAs and KPIs. Maintain user authorities and complete periodic user profile reviews.
Familiarity with Microsoft Azure, AWS and on-premise infrastructure environments
Perform daily monitoring, verifying the availability and integrity of all resources and key processes. Proactively monitor network and system performance, identify and resolve issues.
Complete periodic (e.g. month & year-end) IT processes and procedures within the stipulated SLAs and KPIs.
Create and maintain IT processes, procedures and documentation.
Perform and complete server and security audits. Ensure system backups are completed successfully, BCP and DR documents are maintained and reviewed periodically and restoration and testing are conducted and documented in accordance with the organisation’s disaster recovery and business continuity strategies.
Assist with collating documentation and completing statutory and client audits.
Monitor and track system and application patching and upgrades on a regular basis, including upgrades to administrative tools and utilities.
Manage vendors and third-party providers with performance reviewed periodically. Identify opportunities for service improvements and cost reduction.
Conduct research and recommend innovative and automated (where applicable) methods for system administration tasks.
Contribute to the continuous improvement of the business, identifying and implementing opportunities to improve and or enhance current business functions and practices.
Work with global resources to adhere to Assurant’s best practices, policies, standards and procedures.
Education, Certifications and Experience: Preferred
Microsoft Certified Professional (MCP)
VMware Certified Professional (VCP)