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Harbor Solutions

Level 1 Service Management Centre Engineer

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    Tech Stack / Изисквания

    Who we are

    Harbor Solutions are a service driven business, we provide a consultant led transformational service – specifically public cloud and data protection. We work closely with our integrated strategic partners to enhance their existing offerings. We offer our expert interaction throughout the lifecycle, world class service management and effective insight into what our customers and partners think, feel and believe.

    What’s the role?

    Level 1 SMC Support Engineer.
    Our Service Management Centre is the first point of contact our Customers have with the Support Organisation. We Report, Log, Manage and Troubleshoot Service Solutions. As a customer-facing role, you will communicate with clients via phone, email, and chat. The role also communicates with both internal and External Technical Teams. This role reports to the SMC Manager.

    What you’ll be doing

    • Call Logging (IN/CH/SR)
    • Call Allocation
    • Ticket updates
    • First Line triage
    • Responding to Incoming emails (and Calls)
    • First Line Fix
    • Implement ‘basic’ Changes
    • Daily Checks
    • Monitoring Logic Monitor Application
    • Action LM Alerts
    • Monitoring of Application mailboxes
    • Processing Service Requests
    • Check Sophos Alerts
    • Validate daily/weekly Reports
    • Create  and Maintain reports internal/external as required
    • Basic Application Admin (DRUVA/Zerto/CV/Rubrik)
    • Customer updates IN/SR
    • Understanding of SD’s
    • First Line Knowledge of Application(s)

    About you

     

    Core competencies:

    This role is suitable for applicants with at least basic technical background/knowledge. The Level 1 Engineer will have direct exposure to B2B clients, hence they should be able to liaise with technical and business stakeholders alike.

    Some knowledge or understanding of the following would be an advantage:

    •     VMware (vCenter, ESX, VDS and NSX)
    •     Public Cloud (Azure, AWS)
    •     Disaster Recovery Solutions (Zerto, Commvault)
    •     Backup Technologies (Rubrik, Commvault, NetBackup)
    •     0365, Sharepoint Online
    •     Scripting and automation skills (Powershell)
    •     Documentation skills
    •     Understanding and awareness of ITIL Process
    •     Understand how to troubleshoot problems from end-to-end
    •     Ability to interpret monitoring tools (LogicMonitor) and troubleshoot in a methodological way