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 have an exciting opportunity for an experienced Portfolio Engineer (L3 Systems) to join our Managed Services Team.

The role will be based in Melbourne CBD with the opportunity to work from home 2 days a week/3 days in the office.

Role Description

• Provide advanced 3rd levels of Proactive Engineering Infrastructure support and service our customers from a proactive lens.
• Mentor L3 Systems Engineers, be escalation point for L3 support/BAU engineers and provide guidance where needed.
• Perform technical hands-on small-scale Projects and billable work and drive to outcome.
• Undertake pre-sales scoping work for opportunities raised by either yourself or via other teams for your customer group
• Undertake projects delivery work (non-time sensitive) for opportunities raised by either yourself or via other teams for your customer group
• Drive MS Infrastructure service 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)
• Investigate root cause/trends analysis to proactively reduce noise and incidents before they happen.
• Adhere to Incident, Problem and Change Management processes as per blueAPACHE/customer standards (ITIL Framework).
• Be the highest escalation point for critical infrastructure incidents and guide the support teams technically to resolve the incident.
• Value-add: Attend key meetings with SDMs, Presales, Projects, Support Teams and customers - acting as key technical advisory and technical point of contact for your customer group. This includes driving the onboarding to MS of new solutions for your customer group.
• Attend war-room meetings and incident management channels and provide value where applicable
• Log time daily for all your work as per the standards defined by your team leader. This includes billable time and non-billable time via ITSM tool

Requirements

• 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 experience working within the ITIL framework

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)

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.
• Working knowledge of the ITIL IT Service Management Framework.
• Strong documentation and process creation skills.

Benefits:

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.