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­Job Title: Technical Support Engineer                  Start Date: ASAP

Department: Operational Support                          Location: Zejtun-Mt

Reports To:  Service Manager Malta                     Employment: Full-time, Perm

 

 

Summary

 

The role involves deploying, configuring, and maintaining software packages for various high-profile IT systems, including the Public Key Infrastructure (PKI). This includes supporting and improving the underlying system and various solution applications  to ensure optimal operation across the entire solution.

 

The successful candidate will be focused on maintaining and improving the stability and performance of the system, with a special focus on troubleshooting issues escalated for 3^rd line support for a permanent root cause resolution. This includes improving the security posture to ensure compliance with current and recently introduced security standards. In addition, the successful candidate should be a mentor for fellow support IT personnel.

 

 

Duties and Responsibilities include the following:

 

Support, Maintenance & Operations

• Lead the support and system improvements of the current solution, including Windows Servers (virtual/physical), VEAM, CISCO devices, SCCM, WSUS, and PKI systems (PrimeKey and Microsoft CA), as well as other critical proprietary applications and configurations.
• Incident Management – Lead and provide system support, and tracking status and updates through the TOPPAN service management tool as per ITIL framework.
  • Take the lead for complex Level 3 support for both TOPPAN and 3rd-party provided software systems, by providing technical leadership for root cause analysis, collaborating with stakeholders to determine the best course of action for incident restoration and resolution for the entire solution
  • Lead with the implementation of preventive measures and agreed resolutions.
  • Liaise with internal teams and 3rd party suppliers as required,
• Problem Management – leading with the root cause analysis and determining both the best course of action for Restorations and Resolutions for recurring incidents, and the resolution of problems.
  • Develop a good understanding of the Toppan and third-party applications and systems, keeping information confidential
  • Monitor system performance, troubleshoot issues, and ensure security and efficiency.
• Support the operation of the PKI as per ICAO and EIDAS regulations.
  • Perform the Trusted Roles in accordance with the TR Procedure and associated Terms of Reference, ensuring compliance with EIDAS and ICAO standards for the holding and management of credentials.

 

Deployments & Change Management

• Lead the software deployment package lifecycle, ensuring proper planning, deployment, and retirement of live software packages across the solution.
• Change Management – Ensuring changes to live systems are adequately planned, tracked, tested, documented, approved, and audited with appropriate back-out plans. As part of the CAB approval process review, approve and/or recommend improvements to ensure system reliability and suitability.
• Ensure quality is maintained throughout the through document reviews, managing testing activities to assure the quality of contracted deliverables including hardware, software, and documentation.
• Ensure the system service quality balances, security, and systems management requirements.
• Install, configure, and maintain hardware and software components of the information systems.
• Introducing improvements and efficiency through automation, scripting etc.

 

Stakeholder and Knowledge Management

 

• Participate in ‘Core Teams’ as required, either in the role of the Service Support Lead, or within the teams supporting the Core Team Service Lead by taking on the Support lead role.
• Lead with maintaining and testing disaster recovery and fail-over procedures.
• Engaging with suppliers and documenting all technical materials for knowledge sharing.
• Knowledge Management – leading with the maintenance of all technical system configurations and troubleshooting documentation, such as the creation and updating of high-level and detailed system documentation, technical processes, user guides, manuals, training videos and slide-deck etc. ensuring proper version control is employed in accordance with the latest standards.
• Ensure IT compliance standards are maintained as appropriate for independent auditing, implement and champion best practice processes.
• Gain and maintain an in-depth knowledge of the infrastructure and environment, providing expert advice regarding use of all the components of the end-to-end service provided to our customer.
• Coach and support less experienced members of the team

 

Other

• Accountable for timely communication of status or critical decisions needed from accountable executives – Proactively identify options/recommendations.
• Always maintain highest standards.
• Other duties may be assigned as required.

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

 

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Qualifications

 

• Higher level education in IT or a related degree. Or in the absence of a relevant degree an additional 5 years’ experience in addition to the years of proven experience listed below.

 

Education and/or Experience      

• Proven 3 years experience successfully supporting, maintenance and operations in windows enterprise environments.
• Experience in data center operations, including the installation and configuration of physical and virtual servers using Hyper-V.
• Experience with network devices, with proven expertise in VLANs,Routing, and general network configurations.
• Proven experience with following a documented change management process for deployment, with documented phases and evidence based.
• Experience with dealing and supporting external IT customers
• Experience in working with 3^rd party suppliers
• Experience with audit and certifications such as ISO27001, EIDAS, ICAO
• Knowledge of PKI systems such as Microsoft CAs. (Preferred)

 

Focus Area (at least 2 years of hands-on experience in 1 of the below areas)

 

1. Windows Domain Administration:
   • Setup and configuration on physical and virtual machines
   • General Windows Server Configurations with Server 2022/5 features, including Active Directory (AD), DNS, DHCP, Group Policy Objects (GPO), Hyper-V, and Failover Clustering.
   • Experience with the patch management process, specifically involving WSUS deployments, testing and release managment.
2. Networking & Security:
   • Configuration and troubleshooting of Cisco and Cloudflare devices.
   • DNS, CDN, and WAF management with Cloudflare
3. Application lifecycle:
   • Managing the deployment process for application updates and upgrades
   • Leading and introducing improvements and enhancements in coordination with development teams
4. PKI and CA operations:
   • Experience with the PKI and running of CA Operations.
   • Experience with CA operations such as the Certificate generation process
5. Storage, Backups and Databases
   • Experience with Backup solutions. (Preferred VEAM)
   • Configuring LUNs and administer SAN (Preferred DELL)
   • Databases(Preferred Microsoft SQL) Backups, Tuning Queries, Assisting database development teams in designing new database programs

 

Certifications

Related to any of the focus areas identified above amongst.

• Cisco Certified Network Associate (CCNA), Cloudflare Fundamentals Certificate,
• Microsoft Certified: Windows Server Hybrid Administrator Associate and Microsoft Certified: Azure Solutions Architect Expert, Azure Administrator Associate,
• Relevant certification

 

Language & Computer Skills                  

• Ability to effectively communicate in the English language, both verbally and in writing.
• Additional European language preferred.
• Ability to read and interpret technical journals, schematics, wiring diagrams, specifications, international technical standards, solution documents etc.
• Proficient in using Microsoft Office applications (Word, Excel and Visio)
• Experience with Incident and Change Management through a service management tool

 

Expectations

• Demonstrates strong customer-facing skills with the ability to tailor communication and documentation appropriately to the requirement of diverse audiences.
• Excellent troubleshooting skills with a strong ability to identify root causes, capture learning, share knowledge, and prevent recurrence of issues.
• Excellent problem solving and critical thinking skills with the ability to analyse complex situations; responsible and accountable for own decision making.
• Hard-working, goal oriented and with a high level of energy and enthusiasm; able to operate efficiently, effectively, and professionally within a fast paced, dynamic and results driven business environment.
• Effective at determining course of action, breaking it down into smaller steps whilst being able to plan and forecast based on business priorities.
• Exceptional interpersonal skills and the ability to communicate with authority both verbally and in writing at all levels of the business and across different cultures.
• Being an example and inspiring others to harmonious success to meet agreed service levels, including appraisal, and personal development for team members.
• Proven ability to build effective working relationships with customers and suppliers.
• Ability to challenge ideas in a reasoned, calm and logical manner exploring all possible solutions anticipating risks and devise solutions.
• Adopts a flexible approach to location and working hours.

 

Work Environment and Requirements

• Employees work in an office environment for most of the role with some work within a data center environment, within a well-ventilated area, and is exposed to moderate noise levels in data centers, ear plugs provided if required.
• Be part of the on-call support roster as required.
• Compliance to all relevant customer and Toppan Security policies and procedures related to Quality, Security, Safety, Business Continuity, Environmental systems, and laws.
• Use of standard company tools for carrying out respective assigned duties including tools for remote support, asset management, service management, and any other tool used to provide the support and the contracted service.
• Assisting with the operation and /or maintenance of the tools.
• Always follow best practice methodology such as ITIL, including good change management practices while carrying out duties and actions,
• Some travel abroad may be required (implementation, training, FATs, UATs, SATs, CATs, occasional Level 2 support visits etc) up to 30%, therefore must possess, or be able to acquire, a valid passport and the required VISAs for international travel.
• Must be legally eligible to work in the EU and Internationally and able to achieve security clearance for national-level operations.