Technical Architect

JOB PURPOSE

This role is responsible for ensuring all aspects of Support, Projects and Sales Administration of the company are run effectively and efficiently under the direction of Management. The role is responsible for ensuring projects are completed on time and within budget, overseeing planning, implementation and tracking. Oversee projects to ensure the desired results are achieved, the most efficient resources are used and that all parties involved are satisfied upon completion.

PRINCIPLE ACCOUNTABILITIES

TECHNICAL

Maintain an excellent product knowledge of all company products and services and contribute and maintain a technical library keeping relevant information up to date.

Provide input for scaling systems as required and technical advice and risk assessments to Service Delivery Manager/Client Services Manager as required.

Invest time in understanding current and new technical developments and stay up-to-date with these.

Create Project charter, Scope Statement, Scope of Works (SOW), Implementation Plans documentation as required. Contribute to risk assessments and participate in CAB.

Creation of knowledge articles and delivering technical briefing to both the internal team and to teams within the client organisations when required.

Implementation of Microsoft 365 & Azure services and features.

Implementation and support of VDI and Shared Desktop solutions utilizing Microsoft and Citrix Solutions.

Implementation of Infrastructure Networking using Cisco Products (Cisco FirePower, Meraki, Umbrella, Cisco Secure EndPoint, Cisco Duo)

Produce Wireless Simulation Surveys both Active and Passive using Tools provided (Ekahau)

Project Management from initiation to completion

SERVICE DELIVERY

Take escalation calls for 3rd line remote support

Where application integration issues exist with 3rd party vendors manage support calls with those vendors through to successful resolution.

Form strong relationships with customers and third party application vendors whilst performing software upgrades or maintenance.

In cases where the contractual commitment to the customer is at risk (e.g. failure to meet a SLA) ensure the customer’s expectations are managed whilst a resolution to the issue is determined. Notify the appropriate members of Acuutech staff that the SLA may be breached and determine corrective action.

Provide appropriate advice to customers for IT technical issues but remain within the boundaries of Service Desk(sensitive to providing free IT Consultancy) rather than promoting Acuutech’s IT Consultancy Service.

Escalate exceptional issues and problems requiring Management input.

Deputise upon request for the Service Desk Manager / Client Services Manager

Take ownership of a customer issue and resolve in a professional and timely manner. If remote resolution is not possible, propose a course of action for a successful resolution example site visit by Engineer.

Present to the customer a professional image in terms of dress, demeanour and service level at all times.

Monitor and support all technical platforms, proactively taking action when required. Monitor and support the hosted environment proactively taking corrective action where required.

Maintain & exceed SLA targets for services hosted in Acuutech datacenters or Public Cloud under Acuutech’s contractual commitment

Work with Service Dispatcher / Client Services Manager to ensure Job Sheets/ Service Calls are raised for Engineer before they attend site

Work with Sales Co-Ordinator/Finance to ensure courier collection of equipment from within Acuutech to client premises. Oversee all deliveries (For Projects and jobs where you are the lead) that are taken in ensuring these are reviewed, checked and appropriate dispatch notes, cheque collection (where required) are met.

Work with Internet Service Providers for internet lines (Singtel/MyRepublic/Starhub) and be the point of contact within Acuutech for client co-ordination

To arrange appropriate action for goods returned from a client, based on reason for return

Participate as an Escalation contact for Out of Hours support on a rotation basis with other Technical Architects

Undertake any other duties within their competence as may be required from time to time.

BUSINESS DEVELOPMENT

Be able to recognise opportunities for selling further services proactively promote the products and services and pass leads to Sales team.

Participate in the process and procedural development of business system feeds.

Contribute to the development and evolution of systems and services.

Author enterprise calibre documentation including SOW, Implementation Plans, Change Requests, Network Diagrams and Pre-Sales proposals.

Work with Sales team on Pre-Sales engagement calls under direction of CEO or Principle TA.

ORGANISATIONAL EFFECTIVENESS

Document key knowledge (problem resolution learning) and promote cross-functional learning within Acuutech. Document FAQs and steps to resolve issues.

Maintain SLA targets for all services, thorough effective monitoring of alerts and taking the necessary steps to restore service after any interruption or incident.

Communicate effectively with other Acuutech members in Client Support Team and other departments and provide timely data to facilitate updating the system for billing and technical issues.

Plan ahead effectively to facilitate efficiency when carrying out onsite installations or other work, completing free work on the first visit wherever possible to maintain profitability.

Assist with the development of new staff.

Lead Projects, manage team members, ensuring the efficient timely and professional resolution of customer issues within SLA.

Undertake any other duties within their competence as may be required from time to time.

Provide Service Desk Coordinator/Client Services Manager with up to date technical documentation and contribute to Support Desk documentation.

PROJECTS

Oversee planning, implementation and tracing of all projects and agree project objectives

Def