Virtualization Support Specialist

Company Name:
Open Systems Technologies
The percentage of time spent on activities depends on the actual role assignment and could vary.
80% Technical Support
Ensure that all requests from users for assistance are handled promptly and effectively 24x7 (managed through on-call and standby arrangements). Is pro-active to ensure that users make effective use of the facilities available to them.
Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on service is minimised.
For all requests that can not be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.
Obtains diagnostic data to assist in the investigation and resolution of problems. Matches unresolved incidents against existing problems, known errors and other incidents. Ensures that incidents and problems in systems and services are fully documented within the configuration/change management & problem reporting system.
Classifies and prioritises unresolved incidents. Initiates and co-ordinates investigations to discover root causes, and progresses the implementation of remedial action. Ensures that investigations are fully documented, to facilitate the optimum implementation of remedies.
Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents.
Ensures that the requirements of agreed internal and/or external levels of service are met.
Keeps relevant staff informed of the status of systems and services, by producing reports/registers on defect/problem reporting data extracted from the configuration/change management system. Ensures that agreed actions relating to problem investigation and clearance are taken within the allotted timescales.
Performs analysis of incidents and problems to show trends and potential problem areas, so that action can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and clearance. Monitors plans and actions to investigate and resolve incidents and problems, including any suppliers and specialists involved, and contributes to problem management policy decisions
Configures the infrastructure environment to standards.
Produces test specifications as required by project/change implementation plans, conducts tests as defined in these specifications and records the details of any failures in a concise but complete manner.
Carries out fault diagnosis relating to moderately complex problems, reporting the results of such diagnosis in a clear and concise manner.
Builds relationships with internal Barclays clients, discuss and understand their infrastructure needs both on a practical and commercial level. Provides input/influence to design activity.
20% Technical Leadership
Provides input into IT infrastructure sub-project plans and manage tasks to plan.
Management of tasks and responsibilities to ensure the efficient running of the Supported Services and Project delivery.
Direct and guide design less experienced technicians to ensure that infrastructure components are built and deployed in a consistent, simple and effective manner and that all infrastructure services comply with technical strategy and group policy.
Be developing the governance, technical authority, leadership and direction necessary for the resolution of infrastructure issues which have not been resolved adequately at the detailed design level.
Coach and develop the skills of other less experienced staff.

Basic Qualifications:
4+ years of experinece with implementation and management of infrastructure platforms or components that host specific business applications or services.
4+ years of experience with VMware ESX/ESXi 5.x, 4.x and 3.x, Virtual Center, Linux KVM software technologies as well as HP and Cisco UCS server hardware technologies.
4+ years of experience with planning and management of the interaction between two or more networking systems, computers or other "intelligent" devices.
4+ years of experience with "System" software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Examples: ESX
4+years of experience with ICT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation.


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