Platform And Compute Engineer

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. We apply the skills of our employees in modernising key digital pillars such as data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation.

We are advocates for our customers, partnering with 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 to make Logicalis the world's 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 part of something epic!

Role Purpose

The Platform and Compute Support Team is responsible for the smooth operation of our enterprise cloud, managed private clouds, managed services customer environments, and internal cloud environments. This includes ensuring server, storage, network, and hypervisor availability through routine maintenance, testing failover and backup, and implementing best practices.

As part of the team, you will handle incidents, problems, requests, and change requests, always adhering to ITIL principles. You may be required to support a 24 / 7 shift team on standby rotation and work on a staggered shift schedule to support offshore customers across different time zones. You will collaborate with Project, Transition, and Service Delivery teams to facilitate smooth transitions and acceptance of new customers and technologies into support.

Expect to participate in high-impact, high-urgency incidents requiring prompt resolution and root cause analysis. You will perform general maintenance, contribute to process improvements, and support high-quality service delivery.

Role Responsibilities

• Support customer network and server environments daily.
• Handle project duties related to new deployments or development needs.
• Troubleshoot technical faults and provide effective solutions.
• Update customers regularly on fault progress via telephone and email.
• Maintain accurate records in ServiceNow / Autotask, including notes on incidents, problems, and change requests.
• Complete Change Requests with impact and risk analysis, including out-of-hours implementation.
• Administer managed service customer environments daily.
• Contribute to customer-facing Technical Incident Reports.
• Identify repeat faults and conduct root cause analysis.
• Proactively detect fault trends.
• Maintain and update technical documentation for customers.
• Share knowledge continuously.
• Stay current and accredited in relevant technologies.
• Coordinate with other departments on technical strategies.
• Participate in on-call rotations, responding within SLA to out-of-hours calls.
• Attend Change Advisory Board meetings for customer change requests.
• Represent Operations in meetings and working parties.
• Provide technical consultancy to customers via VC or on-site visits.
• Support onsite project and support activities.
• Identify gaps in technical documentation, knowledge, and skills.
• Create and maintain technical customer documentation.
• Contribute to Technical Incident Reports and undertake technical audits for key customers.

Person Requirements

Qualifications

Graduate or qualified by experience, with certifications such as :

Experience

Additional Skills / Attributes

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