About Us:
blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.
We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.
Requirements
- Minimum of 1-2 years of experience in Infrastructure or Operations support, preferably within a Managed Services Environment
- Practical experience using Remote Monitoring and Management (RMM) Tools such as Solarwinds N-Central, Orion, LogicMonitor, Kaseya, Connectwise.
- Excellent communication skills, ability to interact with team members, client representatives, and vendors to achieve problem resolution
- Experience with Firewalls such as Palo Alto, FortiGate is desirable.
- Previous experience in a NOC/Datacentre/Network technician role.
- Experience administering Windows Server environments.
- Strong analytical and problem-solving skills.
- Ability to work remote from your fellow colleagues but still feel comfortable to ask questions when required.
- Appropriate Tertiary qualifications and/or IT Industry Certifications
- Formal training and certification in an industry technology (e.g .CCNA or CompTIA N+) mandatory.
Solid understanding of a range of the following technologies:
- Microsoft Windows including Active Directory, DNS,DHCP
- Microsoft Exchange and/or other messaging environments
- Network and Windows Security
- Storage and Commercial Backup Technologies (e.g. Veeam, Shadowprotect, Datto, Commvault, Backup Exec)
- Firewalls such as, Palo Alto,FortiGate, Cisco ASA etc
- Cisco routers/switches
- Citrix
- VMware
- Anti-Virus Technologies
This role requires you to work on a 12-hour rotational roster, you will be required to work two out of every four weekends. You will also be required to work public holidays, though you will receive Time Off in Lieu as compensation.
Responsibilities:
- Identify and action all incoming major incidents from our monitoring tools in a rapid manner.
- Manage our client’s infrastructure according to the satisfaction of our customers in line with our contractual commitments.
- Work autonomously, managing alerts, phone calls, backups, etc to resolution within SLA.
- Provide excellent customer service and communication to all clients
- Ensure the integrity and validity of the environments managed on behalf of blueAPACHE managed clients
- Support all best practice design, implementation, and management of managed infrastructure solutions
- Identify and provide insight to internal stakeholders on recurring incidents and assist in the root cause resolution where required.
- Ensure blueAPACHE is meeting its obligations in regards to Service Levels Network performance and configurations
- Work effectively with the team in transitioning the workflow through to colleagues in the 24-hour roster with clear notes, instructions and info for handover.
- Provide 2nd and 3rd level technical support on Incidents and Requests raised by our customers via email, portal or phone call.
- Work Closely with ISC Network engineers to resolve the issues.
- Rapidly respond and work to resolve incoming alerts generated from our monitoring tools.
- Managing major/critical incidents and communicating updates to key stakeholders.
- Performing Event management (monitoring and actioning events that happen within both our and our client’s infrastructure environments)
- Performing initial triage on all networking outages, including L1 troubleshooting and raising cases to the Vendor where applicable.
- Assisting in managing the day-to-day monitoring of client backups.
- Performing outside of standard hours upgrades, patching, etc where required.
Benefits
blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.
- We offer options for you to interview virtually.
- blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
- Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
- Regular social events and an awesome culture – work with a team of experts in their field.
- Ongoing training and development including paid certifications.
- Quality hardware and laptop provided.
- Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!
*** Please note, all offers of employment at blueAPACHE are subject to police clearance checks
Sri Lanka
