Portfolio Engineer

About us 

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 6th 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. 

Goals:

• Perform technical hands-on small-scale Projects and billable work and drive to outcome. This includes undertaking of projects delivery work (non-time sensitive) for opportunities raised by either yourself or via other teams for your customer group
• Undertake pre-sales scoping work for opportunities raised by either yourself or via other teams for your customer group
• Accountable to drive & deliver MS Infrastructure promise: Ensure all infrastructure deliverables are performed by the support teams per customer group. Audit, identify & drive areas of non-reactive infrastructure core-deliverables & value-add tasks. Collate and categorize them as BAU vs billable vs proactive work. (such as infra health checks, best practice infrastructure & security, Infrastructure optimization, Capacity management)

• Strong understanding (Level 3) and demonstrated experience (highest escalation point) in the use of following technologies.
• Microsoft Azure (with a major focus on IAAS, PAAS & Security).
• Azure AD.
• M365 suite.
• On-prem technologies (SAN, Switching, Routing, Firewalls, Hypervisors etc).
• Hybrid and multi-cloud.
• Single Sign on (Azure AD Connect, ADFS, Okta etc).
• Multi-Factor Authentication (Microsoft, OKTA, AWS MFA).
• Microsoft Active Directory (DNS, DHCP, Group Policy, DFS, NPS etc).
• Powershell (bash and vbs scripting).

Practical understanding of the following technologies:

• AWS (with a major focus on IAAS, PAAS & Security).
• Google GCP.
• Network Fundamentals (Routing, Switching, Firewall).
• Disaster Recovery techniques.
• Security processes and procedures.
• Ability to lead by example.
• Mentoring and guiding other staff.
• Strong customer service skills.
• Working knowledge of the ITIL IT Service Management Framework.
• Strong documentation and process creation skills.
• Team orientated.

Industry Experience:

• Previous role with an IT&T System Integrator, Managed Service Provider, or similar organisation.
• Solid experience within Managed Services environment within an MSP preferred.
• At least 5+ years in a Senior infrastructure support role.
• Current Microsoft Certified Azure, 365 (or equivalent) certification.
• Must have at least 2 other vendor related industry certifications.
• Strong knowledge and industry experience across a range of systems technologies including vendors such as Microsoft, VMWare, Citrix, Azure, AD and/or Cisco/Fortigate, Palo Alto and Aruba.
• Industry experiences working within the ITIL framework (ITIL certifications highly regarded).

RESPONSIBILITIES:

• To technically guide (3rd / 4th level support) the managed services support teams for the customer group you are accountable for and ensure they are being managed and supported by the ISC teams aligning to vendor best practices and as per our service catalog deliverables.
• To pro-actively manage our customers IT infrastructure according to the satisfaction of our customers in line with our contractual commitments and value-add.
• Be a key technical advisory resource during major incidents for your customer group and drive the incident to resolution guiding the support teams while providing clear communication to our internal stakeholders and customers.
• Be across all Service Catalogue items related to your customer group making sure they are being delivered completely and within the SLAs by bA support staff.
• Mentor and coach other Level 2 and Level 3 systems team members in developing appropriate support engineering, troubleshooting and other specific skills.
• Working with the monitoring team to ensure best practice monitoring configurations are setup and are notifying the team proactively on any issues.
• Adhere to Billable ticket process, Incident, Problem and Change Management processes as per blueAPACHE/customer standards (ITIL Framework).
• Create and maintain technical documentation and knowledgebase (KB) articles.
• Technically lead the onboarding of new customers and new services to the support teams
• To build our customers infrastructure according to design, statement of work and in line with bA delivery standard and practices
• Perform root cause analysis and recommend fixes to drive down the re-occurrence of similar systems infrastructure incidents
• Proactively identify and perform problem management based on the trends of events, incidents, patterns of issues.
• Attend onsite meetings and provide technical services when required.
• Proactively suggest improvements to our customers systems infrastructure to improve service and value for both our customer and blueAPACHE.
• Contribute to monthly reports and PIRs to customers where required.
• Provide after hours on-call assistance and/or escalation if needed.
• Install and configure systems technologies and complete minor projects as required
• Take ownership on developing and driving a more proactive approach to managed services delivery including the development of recommended health checks.
• Generate new opportunities and billable work within the Portfolio Engineering space by focusing on proactive activities, developing new services, and extending existing services.
• Design and implementation of Virtualization, MS Windows Domain, Azure IAAS, Office365, Security and backup services as per current best practice in the industry
• Develop artefacts or update documentations as part of your project delivery work
• Perform presales and scoping works as needed based on new requirements from your customer bunch or new improvements that you identify being a PE on the account
• Ensure swift handover of project to bA/Customer’s operations Team and provide high level training if required
• Undergo Vendor Trainings or complete self-study to address skill gaps and attain certification as directed by business
• Travel to customer sites for any project related work if required

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.
• Regular social events and an awesome culture – work with a team of experts in their field
• Health Insurance discount with Medibank
• Discounts on 1000’s of products
• Employee Assistance Program from The Mind Room
• 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 National Police Checking Service.