SCC ★ 3.3

Overall job purpose:

• Deliver basic technical support for Data Center and Enterprise level infrastructure, including, but not limited to: virtualization (VMware and Hyper-V), Email service, Active Directory, Anti-Virus, patching tasks, etc.
• Liaise with other team and follow the processes to complete assigned task on time.
• Manage incidents and Problem Investigation ensure they will be resolved within SLA
• Raise and follow up Infrastructure Change Request. Join CAB meetings and represent proposed change….
• Review, follow up, and implement requested tasks.

Main duties of job:

• Monitoring and maintaining Infrastructure environments to agreed service levels
• Managing incidents and problems appropriately within agreed service levels
• Creating and performing authorized changes to customer environments, attending CABs where necessary
• Perform root cause analysis on reoccurring incidents
• Ensure technical documentation is completed and updated to professional standards
• Scheduled maintenance and patching of Infrastructure environments as necessary
• Contribute to the continuous improvement programs of all technology platforms across the datacenter
• Call logging and escalation with third party vendors (such as Microsoft, VMware, Mimecast or Citrix)
• Contributing to delivering team performance
• Adhere to all company policies and processes as communicated by line management in accordance with corporate ISO accreditation levels
• Troubleshooting infrastructure related technologies for Data center customers
• May be required to occasionally to fill in single shifts on managed services shift roster

Skills, Knowledge & Experience:

Essential requirements:

• Able to work as a member of a team but also manage up, across and down where required
• Ability to troubleshoot technical problems and incidents
• Ability to use the Service Desk tool to manage incidents/changes/problems tickets
• Good English communications skills, both oral and written. Ideally, experience of working for an international company with travel to and from Vietnam
• Basic technical knowledge of virtualization technologies (VMware, Hyper-V)
• Basic technical hands-on experience in the below technologies or variants of in an enterprise level support environment:

+ Microsoft server products

+ Microsoft Active Directory

+ Anti-Virus solutions with key products being McAfee

? Why Join SCC Vietnam?

• Competitive salary & performance-based bonus
• Comprehensive healthcare & family coverage
• Annual leave, sick leave, and health checkups
• International UK/French working environment
• Company trips, team events & year-end parties
• Travel insurance & onsite opportunities