Service Delivery Engineer (CCP for ICT Professionals – Operations and Support) - #1175147

Job Title: Service Delivery Engineer

Duties and Responsibilities

Technical Responsibilities

•Provide first-line (L1) technical support for ICT infrastructure at customer sites, including incident logging, initial diagnosis and troubleshooting.

•Conduct initial investigations, analyse technical symptoms, identify potential causes, implement appropriate corrective actions within assigned responsibilities and escalate complex incidents to senior engineers.

•Comply with information security policies and established technical procedures.

•Assist in the deployment, installation and maintenance of enterprise storage infrastructure, including Everpure FlashArray and FlashBlade systems.

•Perform hands-on infrastructure deployment activities, including rack and stack of IT equipment, equipment installation, physical connectivity checks and verification in accordance with technical requirements.

•Provide first-line (L1) technical support and assist with the maintenance and troubleshooting of live customer infrastructure environments.

•Carry out IT asset and inventory management, device provisioning, configuration and verification.

•Monitor infrastructure operations, perform routine technical checks and assist in identifying and addressing potential technical issues to support service availability and operational continuity.

•Support the installation, maintenance and troubleshooting of voice and telephony infrastructure, including VoIP and SIP-based telephony systems, hosted contact centre phone systems, SIP trunks and VoIP gateways at customer data centre sites.

•Assist with troubleshooting live customer infrastructure and escalate complex technical issues when required.

•Assist in the configuration of enterprise storage infrastructure, including Everpure FlashArray and FlashBlade systems, as well as voice and telephony infrastructure such as VoIP/SIP systems and VoIP gateways.

•Perform configuration checks and verification in accordance with established technical requirements and procedures.

•Work with senior engineers to support infrastructure deployment, installation and maintenance activities.

•Prepare and maintain technical documentation, infrastructure records, incident logs and service reports.

•Participate in structured on-the-job training and product-specific technical learning, including working towards relevant Everpure FlashArray and FlashBlade certification milestones.

•Progressively undertake more complex infrastructure support tasks as competency is demonstrated.

•Provide updates on assigned technical support activities and service issues in accordance with established communication procedures and applicable service level agreement (SLA) requirements.

•Monitor incident progress, communicate potential delays and escalate unresolved technical issues to senior engineers where necessary.

Customer-Facing Responsibilities

•Communicate with customer representatives to obtain relevant technical information, clarify reported incidents and provide updates on assigned technical support activities.

•Coordinate with customer representatives and internal technical teams to facilitate troubleshooting, incident resolution and technical escalations.

Preferred Skills & Qualifications

•Technical knowledge of servers, networks, desktop support, storage, and cloud platforms.

•Good command of English, both written and spoken.

•Highly motivated, proactive, and able to work independently.

•Strong commitment to service excellence, with a focus on technical delivery.

•Able to support services operating on a 24/7/365 basis.

•Able to work under pressure and prioritise tasks effectively.

•Willing to travel, including internationally, and stay overnight when required