We are currently looking for a EUC Computing Engineer (L3) to support the business in achieving its strategic objectives.

The End-user Computing Engineer (L3) is the mid-level position in the EUC Engineers job family and is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The EUC Engineer (L3) focuses on third line support for high complexity incidents and maintains the End-user Computing environmental and monitoring equipment.

Monitor infrastructure

They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors

The EUC Engineer (L3) identifies problems and errors prior to or when they occur. He or she will log such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and company colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests

They investigate second line support calls assigned to then and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.

Where necessary, they escalate requests and exceptions to the 3rd line support team.

Ensure continuous feedback

They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company procedures.

Incident management

When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.

They update incidents with progress and resolution details.

Shift management

EUC Engineers (L3) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

Reports

EUC Engineers (L3) are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.

Behavioural skills

EUC Engineers (L3) are required to strictly comply with all processes and procedures as prescribed by the company and the client when relevant. Their ability to communicate well and to capture all pertinent details when required will contribute to their success. They are able to multi-task and demonstrate good client service orientation. These individuals have good problem solving skills in End-user Computing related operations.

What we expect you to do

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational and that software is installed and configured according to client requirements.
• Provide End-user Computing support to clients which includes provisioning, asset management, monitoring, implementation, troubleshooting and support for End-user Computing operations and related infrastructure.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Take full ownership for managing the incident to resolution within the service level conditions.
• Perform level 3 server and network troubleshooting, server rack mounting and cable patching / management.
• Provide telephonic support to clients when required and update the relevant systems as per company procedures.
• Perform the necessary hand over procedures in cases where shift work is required.
• Produce breach and other reports to identify failures and short-comings

Here's what we are looking for in candidates for this job:

• MCSE: Messaging/Communication/Server Infrastructure
• Minimum 5 years design and deployment experience with Microsoft Lync and Exchange
• Followed Project Management methodologies in terms of the delivery of projects
• Technical lead for 5 or more implementations
• Supporting virtual environments
• Implementation/upgrade/deployment projects involving the planning and deployment of Windows 2000/2003/2008/2012, Active Directory, Microsoft Lync 2010/2013 & Exchange 2003/2007/2010/2013
• Lync Server 2010 and 2013 Experience, including migration from Lync 2010 to Lync 2013. Setting up of IP gateways (i.e. Audiocodes). Setting up phone provisioning servers and configure phone configurations (i.e. Polycom vvx410). Troubleshooting Lync Server and Lync Client issues. Integration with 3rd party devices (Polycom DMA, RMX, Cisco Unity etc.)
• Exchange Server Implementations/Migrations experience including server builds. Experience in Exchange schema updates, Organizational Trusts, Resource Forest models, DAG’s, DB maintenance/repair, Transport rules, Mail Queue management and Active Sync devices. Exchange PowerShell experience required.
• Microsoft TMG experience in presenting Exchange/Lync web services
• Office 365 experience including migration of Exchange and Lync from on premise to Microsoft Online. Setting of Active Directory synchronisation between on premise Active Directory and Microsoft Azure Active Directory. Setting up of Single Sign On (SSO) and federation between on premise and Office 365 using Active Directory Federation services (ADFS). Experience in setting up and administration of Office 365 tenants. Experience in managing and configuring Exchange Online. Experience in managing and configuring SharePoint Online. Experience in administering Skype for Business Online. Experience in using PowerShell to administer Microsoft Online services.

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