Desktop & VLM Engineer – Customer Services

Why choose Logicalis?

It’s not just IT solutions, It’s IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.

Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers’ vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic!

• Role Responsibilities
• Take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Actively seek to improve and grow own skills and that of the Customer Services team
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer. Fixes to be documented as knowledge articles.
• Create eview knowledge articles to ensure FCR can be done
• Proactively identify, plan and remediate any vulnerabilities on the client’s desktop estate using the chosen VLM tool.
• Application Deployments/updates to be performed to the desktop/laptop estate
• Follow the escalation matrix if any devices or vulnerabilities are outside of Desktop Support scope (Servers and Network equipment and GPO’s)
  
  

Delivery Responsibilities

• Onsite desktop related support at customer locations.
• Carry out onsite/remote diagnostic tests, troubleshooting when incidents are logged by customers.
• Work and travel onsite to the customer locations.
• Escalating calls to senior engineers or management as appropriate, using the required escalation matrix
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• Ensure all requests/incidents meet or exceed the contractual Service Level Agreements.
• Always maintain high customer-care levels.
• Provide advanced diagnostics.
• Implement routine Change Requests.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad-hoc duties as required.
• Adhere to delivery of standard reporting packs.
• Oversee the coordination of security incident response
• Perform recurring and on-demand scanning of organization systems and cloud environments
• Resolve information security incidents
• Maintain documentation regarding threat management, including policies and procedures
• Assist technology teams to develop, implement, and automate security solutions
• Improve and automate existing vulnerability management systems
• Research and assess emerging security threats and vulnerabilities
• Provide technical support for vulnerability management projects
• Communicate the risks of identified vulnerabilities and recommend security controls to mitigate them
  
  

Career: Technical Support

Career Type: Technical

Job Type: Tech

Level: T07