Intern - Event Management 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, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation.

We are the advocates for our customers for some of the world’s leading technology companies including Cisco, HPE, IBM, CA Technologies, Net App, Microsoft, Oracle, VMware and Service Now.

Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds 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 a part of something epic!

• Event management - monitoring alarms from Logicmonitor and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
• Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
• Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
• Carry out remote diagnostic tests and checks when incidents are logged by customers.
• Escalating calls to senior engineers or management as appropriate.
• Liaison with internal departments, vendors and suppliers where required.
• To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
• To ensure all requests meet or exceed the contractual Service Level Agreements.
• Always maintain high customer‑care levels.
• Provide advanced diagnostics when appropriate.
• Actively seek to improve and grow own skill and knowledge in appropriate areas.
• Identifying and recommending improvements for the 1st Line Support operation.
• Carry out housekeeping tasks.
• Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
• Handle incoming emails from customers, resolver teams and service management ensuring they are acted upon in a timely manner.
• Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer.
• Providing input to customer facing Technical Incident Reports.
• Capturing repeat faults and undertaking root cause analysis.
• Proactive identification of fault trends.
• Update customers by telephone or e‑mail on the progress of a support call or to ask for additional information.
• Assist with the implementation of Customer projects, internal support projects or support administration tasks.
• Ad‑hoc duties as required.

• Attend the Change Advisory Board for customer change requests.
• Attend meetings and working parties to represent Operations where necessary.
• Attend customer meetings to provide technical consultancy, usually by VC but occasionally on site.
• Helping to identify gaps in existing technical documentation, knowledge and skills.
• Creating and maintaining of technical customer documentation.
• Ensuring customer transition pre‑requisites are delivered by EPM and Project Management.
• Undertake technical audits for key customers where issues have been identified.

• Change Implementation Quality.
• Complete Partnership and Technical Skill Certifications Requirements.
• Customer and End User Satisfaction and Relationships.
• Customer Service Improvements.
• Identify Project Opportunities.
• ISO 270001 and 20000 Compliance.
• Project Execution and…