Benefits of working at CrossPoint

Flexible work arrangements focused

on work-life balance.

Learning and development

benefits.

Social responsibility benefits

(like blood donation = 1 day leave).

Employee awards and

recognition program.

Experienced and friendly team of

dynamic professionals.

Milestone service recognition

We Are Hiring

If you’d like to be part of the CrossPoint team, take a look at our current vacancies.

Field Engineer (Perth)

Job Description

CrossPoint is a leading Managed Services Provider specialising in the K-12 independent schools sector. With offices in Sydney, Brisbane and Melbourne and with Tier 1 partnerships across major vendors and distributors, CrossPoint has a reputation for delivering a great client experience, via the provision of a range of high value managed services, including expert technical leadership, consulting, engineering and support services, and professional project delivery.

We are seeking an experienced Field Systems Engineer to join our Service Delivery Team based in Perth.

Core Responsibilities: :

  • Provide a range of ICT managed services to CrossPoints’ clients including server, network, user support, systems maintenance, and project work involving end-to-end IT solutions.
  • Take primary responsibility for the on-site and remote delivery of ICT managed services to selected CrossPoint clients, in consultation with CrossPoint account managers and Senior Engineers.
  • Contribute to the delivery of projects on client sites with the senior engineers and account managers.
  • Assist the CrossPoint Service Desk with Level 1, 2 & 3 ICT support services to CrossPoint clients.
  • Benefits of this role include:
  • Challenging technical role with diverse technology solutions across multiple platforms.
  • Opportunity to utilise your technical skillset to assist in delivering client outcomes.
  • Opportunity to work with highly skilled senior systems engineers and solution architects to design and deliver end-to-end IT solutions and projects.
  • Opportunity to expand your technical knowledge and experience, develop your industry skills, and ultimately your career.
  • Opportunities for a variety of experiences including client site, remote and project work.

Professional Skills and Experience Requirements:

  • 3+ years’ experience on a Service Desk
  • 2+ years’ experience in providing field engineering, network and end-user support.
  • Ability to manage and support Microsoft environments including Windows 7-10, Microsoft Windows Server 2008 R2 / 2012 R2 / 2016 / 2018 and Microsoft Exchange Server, including Exchange Server 2013, 2016 and Office365.
  • Well developed Active Directory and Group Policy management and administration skills
  • Demonstrated knowledge of networking: TCP/IP, DNS, DHCP, VLAN, Routing.
  • Ability to manage and support Apple environments, including macOS, iOS.
  • Experience in supporting and maintaining backup solutions. Knowledge of Veeam and ShadowProtect well regarded.
  • Experience in virtualisation technologies such as VMware (vSphere 5/6) and Hyper-V and cloud-hosted server platforms, e.g. Azure, Amazon.
  • Experience in virus protection and remote access solutions.
  • Experience in managing security appliances is highly desirable.
  • ITIL awareness and understanding.
  • Industry certifications including MCSA (with progress towards MCSE), CCNA, VCP, etc. highly regarded and preferred
  • Previous Managed Services experience in the SME sector.

Personal Attributes:

  • Takes ownership for the delivery of required outcomes.
  • Client-focused, with a commitment to excellent customer service and high-quality service delivery.
  • Exceptional communication and presence.
  • Excellent problem solving and troubleshooting skills.
  • Excellent verbal and written communication skills, with the ability to liaise effectively with client representatives at all levels.
  • Well-developed time management skills and ability to multi-task.
  • Able to work as part of a team, as well as being able to work unsupervised.

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Senior Engineer (Sydney)

Job Description
Why work for CrossPoint?
 
CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services, and a great client experience. As a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the enterprise, education, government and the health sectors we offer a wide range of ICT products and services with a managed end-to-end solution for clients.
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth, CrossPoint are seeking an experienced Senior Systems Engineer to join our growing team. You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 
Some of the benefits of working at CrossPoint include:
  • Flexible work arrangements focused on work-life balance.
  • Learning and development benefits.
  • Employee awards and recognition program.
  • Experienced and friendly team of dynamic professionals.
  • Milestone service recognition

Key Responsibilities

Engineering Services:

  • Engagement in the wider business (sales, field engineers et al)
  • Understand the contractual obligations of allocated clients by working with AM/SDM
  • Proactively engage and support service desk and field engineers to ensure successful client outcomes.
  • Ensure all incidents and work tasks are updated and maintained in a timely and informative manner to promote SLA compliance and knowledge transfer.
  • Drive a culture of continual growth and improvement and provide a suitable level of mentoring to junior engineers.
  • Provide senior technical services to our clients: L3 Service, Support, Escalations, Problem Management
    • Where applicable being on-call to support the business during escalated calls outside of core hours / scheduled project work
  • Maintain chargeability and earned revenue against allocated clients and project delivery.
  • Own client health including site maintenance, and application of best practice
  • Client Communication including leading technical service, planning, and outcomes (this will be coordinated through the Service Delivery Manager – SDM where one exists).
  • Technical Account Management (TAM) responsibility where a specific TAM role is not allocated to that Client.
  • Maintain a level of currency and proficiency in technology and certifications.
  • Be a subject matter expert and technology expert.
  • Maintain relevant training & certifications.
  • Develop and apply best Practice Standards.
  • Deliver Technology Plans and IT Assessments
  • Deliver Technology Best Practice to clients
  • Be responsible for client Health Checks
  • Client documentation ownership
  • Advanced Project Delivery / Outcomes for assigned projects
  • Basic Project Management for smaller projects which do not have a PM/PC assigned
  • Provide advice on Solution Architecture (Sales/Clients)
  • Commercial Arrangements / Pricing – Assisting the Pre-sales function where relevant
  • Proposal Writing – Assisting the Pre-sales function where relevant
  • Technology / Business Reviews + Writing – Assisting the Pre-sales function where relevant
  • Presentation Skills – Senior engineer will have confidence in presenting findings to people of all levels (internally/externally)

Service Delivery / Customer Service:

  • Ensure that you communicate clearly and effectively with the client and other team members, to ensure consistency of expectations regarding delivery of Managed Services and Solutions.
  • Assist in the new client onboarding process.
  • Ensure that support escalations occur in a timely manner.
  • Ensure detail of work performance is recorded in a timely manner to communicate to the wider team of activities undertaken.
  • Work towards providing proactive fixes instead of workarounds or reactive support.
  • Work towards standardising support to ensure currency between clients.
Continuous Improvement: Contribute to the development, implementation and periodic review and maintenance of Service Delivery policies, processes, systems and tools, in accordance with ITIL best practice principles and standards.
 
Project Delivery: Provide quality service to CrossPoint clients in the delivery of projects under the guidance of the Project Management Office and/or Project Manager, and the respective Account and Service Delivery Managers.
 
Mentoring: Provide mentoring support and guidance to Service Desk level engineers.
 
Technical Consulting:
  • Provide technical consulting services to CrossPoint’s clients as part of acting as the client internal IT Leadership position for all vendor engagements requiring IT involvement.
  • Provide technical consulting services to CrossPoint clients as part of project delivery or specific consulting engagement.
  • Provide technical consulting services to Account Managers in the development of proposals to CrossPoint clients.

Experience:

  • Minimum 5 years plus as a senior engineer
  • Solid experience as a Senior Engineer in the mid-market or enterprise highly regarded
  • Experience working with a Systems Integrator or Managed Services Provider or equivalent.

Skills Desired (can vary based on Senior Engineering role requirements (Systems/UC/Network)

  • Strong knowledge and experience of Unified Communications (Cisco, Asterix/Open Source/MS Teams Voice/ SIP / SBC / Video Conferencing)
  • Strong knowledge and experience across network design and implementation including switching, VLAN, and WAN solutions (experience across Cisco, HP, or Dell network equipment is essential). Strong knowledge and experience in SD-WAN highly desirable.
  • Experience across mid-market and enterprise wireless network solutions (Datto, HP, Cisco)
  • Strong knowledge and experience across Microsoft Technologies (Windows Server/AD/DFS/DHCP/DNS/Scripting as well as applications such as MS Teams)
  • Strong knowledge and experience across server virtualisation
  • Strong knowledge and experience across storage solutions and storage area networks. (EMC highly regarded. Dell, HP, NetApp, IBM, Nimble well regarded).
  • Strong knowledge and experience across Cloud Solutions (Office365, Backup as a Service, Infrastructure as a Service, DR as a Service).
  • Extensive experience in the implementation and L3 support of Microsoft Exchange (On-Premise) and Exchange Online.
  • Experience in the design and implementation of Backup and DR solutions including Veeam, ShadowProtect, Symantec Backup Exec, etc).
  • Experience in the design and implementation of Security and Anti-Virus solutions (various firewalls, Symantec Endpoint, Symantec Cloud, McAfee, Trend, etc).

Skills:

  • Strong technical skills in key areas required by CrossPoint.
    • Specifically Systems, Cloud, Network, Unified Communications and Security
  • Takes ownership for delivery of required outcomes
  • Client focused and has a commitment to quality service and delivery
  • Strong customer service delivery skills and a good understanding of client care
  • Ability to liaise effectively with client representatives at all levels.
  • Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
  • Personable, Team Focused. Contributes to the greater good of the team.
  • Ability to work independently, or as part of a team to ensure required outcomes are achieved.
  • Strong interpersonal and relation building skills
  • Polite, friendly and diplomatic manner
  • Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
  • Analytical and systematic problem solving skills
  • Attention to detail and the ability to multi task
  • Excellent organisational and planning skills
  • Excellent communication skills, both oral and written.
  • Excellent documentation skills.
  • Ability to analyse client business requirements and translate them into information technology services and solutions requirements
  • Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
  • Ability to absorb and apply technical knowledge and information
  • Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
  • Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
  • Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
  • Advanced Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)

Education:

  • Tertiary qualifications in Information Technology or equivalent.
  • Experience in the use of ITIL principles / ITIL Training/Certification in Service Delivery and IT frameworks, ITIL, ITSM, ISO9001, ISO27001 or relevant experience
  • Applicable Vendor/Industry certifications:
    • Microsoft certifications (MCSA, MCSE). 
    • Cisco certifications or equivalent (CCNA, CCNP, CCIE).
    • Storage certifications from the following vendors (EMC, Dell, HP, NetApp or IBM).
    • VMware VCP5/6/VCAP
    • Project Management training (Prince 2 / PMBOK)
    • ITIL v3/4

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Onsite ICT Support (Brisbane)

Job Description
CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services, and a great client experience. As a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the enterprise, education, government and the health sectors we offer a wide range of ICT products and services with a managed end-to-end solution for clients.
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth, CrossPoint are seeking an experienced Service Desk Engineer to join our growing service delivery team. As part of the Service Delivery team, we deliver quality information technology managed services and solutions to clients in accordance with the client service agreements.
 
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 
Some of the benefits of working at CrossPoint include:
  • Flexible work arrangements focused on work-life balance.
  • Learning and development benefits.
  • Employee awards and recognition program.
  • Experienced and friendly team of dynamic professionals.
  • Milestone service recognition

Key Responsibilities

Service Desk Operation:

  • Provide Onsite ICT Support Level 1/Level 2 engineering services to CrossPoint clients 
  • Ensure quality actioning of service requests and workflow management e.g. ticket – creation/triage/classification/prioritation/assignment/actioning/resolution/closure
  • Complete duties as per scheduled coverage, including unassigned queue, service desk mailbox, daily alerts, backups.
  • Action Service Desk Daily Checklist items
  • Respond in a proactive manner to event management alerts
  • Work with the Service Delivery Team Lead/Manager or Head of Operations to determine when to escalate unresolved incidents to Level 2/3 engineers.
  • Build effective working relationships with CrossPoint clients to strengthen their faith in the quality of engineering services delivered by CrossPoint.

 

Service Delivery / Customer Service

  • Provide optimal customer service value to CrossPoint clients in the effective and efficient delivery of CrossPoint IT managed services solutions, in accordance with their respective CrossPoint client service agreement, balanced against commercial consideration, as guided by Account Managers and the Service Operations Manager.
  • Ensure that you communicate clearly and effectively with the client and other CrossPoint team members, so that everyone has the same expectations regarding delivery of CrossPoint managed services and solutions to each client.
  • Ensure that support escalations occur in a timely manner.
  • Work towards providing proactive fixes instead of workarounds or reactive support.
  • Work towards standardising support to ensure currency between clients.

 

The successful candidate will have: 

Skills:

  • Takes ownership for delivery of required outcomes
  • Client focused and has a commitment to quality service and delivery
  • Strong customer service delivery skills and a good understanding of client care
  • Ability to liaise effectively with client representatives at all levels.
  • Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
  • Personable, Team Focused. Contributes to the greater good of the team.
  • Ability to work independently, or as part of a team to ensure required outcomes are achieved.
  • Strong interpersonal and relation building skills
  • Polite, friendly and diplomatic manner
  • Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
  • Analytical and systematic problem solving skills
  • Attention to detail and the ability to multi task
  • Excellent organisational and planning skills
  • Excellent communication skills, both oral and written.
  • Excellent documentation skills.
  • Ability to analyse client business requirements and translate them into information technology services and solutions requirements
  • Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
  • Ability to absorb and apply technical knowledge and information
  • Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
  • Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
  • Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
  • Experience in using Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)

 

Service Desk – Essential Experience

  • Ability to manage and support Microsoft Server environments including Active Directory and Microsoft Exchange.
  • Strong troubleshooting skills across user and application support.
  • Good knowledge and experience of Microsoft network technologies including DNS, DHCP, Group Policies, etc.
  • Ability to support and maintain backup, virus protection, internet and remote access solutions.

Other Experience and Qualifications/Education/Certifications well regarded but not required

  • Microsoft Applications – SharePoint, SQL, CRM.
  • Mac OS X and other Apple technologies.
  • Lotus Notes / Citrix / VDI.
  • System hardware builds/racking and cabling
  • Any experience with Citrix / Terminal Services, Virtual Server Platforms, Mac OS X or Firewalls is highly desirable.
  • Tertiary qualifications in Information Technology or equivalent.
  • Exposure to and awareness of ITIL principles in relation to Service Delivery and IT frameworks, ITIL, ITSM, ISO9001, ISO27001 or relevant experience
  • VMware VCA. 
  • Microsoft certifications (MTA, MCSA). 
  • Any Cisco certifications or equivalent (CCENT, CCT). 

 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Onsite ICT Support (Sydney)

Job Description
CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services, and a great client experience. As a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the enterprise, education, government and the health sectors we offer a wide range of ICT products and services with a managed end-to-end solution for clients.
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth, CrossPoint are seeking an experienced Service Desk Engineer to join our growing service delivery team. As part of the Service Delivery team, we deliver quality information technology managed services and solutions to clients in accordance with the client service agreements.
 
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 
Some of the benefits of working at CrossPoint include:
  • Flexible work arrangements focused on work-life balance.
  • Learning and development benefits.
  • Employee awards and recognition program.
  • Experienced and friendly team of dynamic professionals.
  • Milestone service recognition

Key Responsibilities

Service Desk Operation:

  • Provide Onsite ICT Support Level 1/Level 2 engineering services to CrossPoint clients 
  • Ensure quality actioning of service requests and workflow management e.g. ticket – creation/triage/classification/prioritation/assignment/actioning/resolution/closure
  • Complete duties as per scheduled coverage, including unassigned queue, service desk mailbox, daily alerts, backups.
  • Action Service Desk Daily Checklist items
  • Respond in a proactive manner to event management alerts
  • Work with the Service Delivery Team Lead/Manager or Head of Operations to determine when to escalate unresolved incidents to Level 2/3 engineers.
  • Build effective working relationships with CrossPoint clients to strengthen their faith in the quality of engineering services delivered by CrossPoint.

 

Service Delivery / Customer Service

  • Provide optimal customer service value to CrossPoint clients in the effective and efficient delivery of CrossPoint IT managed services solutions, in accordance with their respective CrossPoint client service agreement, balanced against commercial consideration, as guided by Account Managers and the Service Operations Manager.
  • Ensure that you communicate clearly and effectively with the client and other CrossPoint team members, so that everyone has the same expectations regarding delivery of CrossPoint managed services and solutions to each client.
  • Ensure that support escalations occur in a timely manner.
  • Work towards providing proactive fixes instead of workarounds or reactive support.
  • Work towards standardising support to ensure currency between clients.

 

The successful candidate will have: 

Skills:

  • Takes ownership for delivery of required outcomes
  • Client focused and has a commitment to quality service and delivery
  • Strong customer service delivery skills and a good understanding of client care
  • Ability to liaise effectively with client representatives at all levels.
  • Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
  • Personable, Team Focused. Contributes to the greater good of the team.
  • Ability to work independently, or as part of a team to ensure required outcomes are achieved.
  • Strong interpersonal and relation building skills
  • Polite, friendly and diplomatic manner
  • Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
  • Analytical and systematic problem solving skills
  • Attention to detail and the ability to multi task
  • Excellent organisational and planning skills
  • Excellent communication skills, both oral and written.
  • Excellent documentation skills.
  • Ability to analyse client business requirements and translate them into information technology services and solutions requirements
  • Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
  • Ability to absorb and apply technical knowledge and information
  • Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
  • Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
  • Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
  • Experience in using Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)

 

Service Desk – Essential Experience

  • Ability to manage and support Microsoft Server environments including Active Directory and Microsoft Exchange.
  • Strong troubleshooting skills across user and application support.
  • Good knowledge and experience of Microsoft network technologies including DNS, DHCP, Group Policies, etc.
  • Ability to support and maintain backup, virus protection, internet and remote access solutions.

Other Experience and Qualifications/Education/Certifications well regarded but not required

  • Microsoft Applications – SharePoint, SQL, CRM.
  • Mac OS X and other Apple technologies.
  • Lotus Notes / Citrix / VDI.
  • System hardware builds/racking and cabling
  • Any experience with Citrix / Terminal Services, Virtual Server Platforms, Mac OS X or Firewalls is highly desirable.
  • Tertiary qualifications in Information Technology or equivalent.
  • Exposure to and awareness of ITIL principles in relation to Service Delivery and IT frameworks, ITIL, ITSM, ISO9001, ISO27001 or relevant experience
  • VMware VCA. 
  • Microsoft certifications (MTA, MCSA). 
  • Any Cisco certifications or equivalent (CCENT, CCT). 

 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Field Engineer (Sydney)

Job Description
CrossPoint is a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the mid-market and education sectors. With offices in Australia and internationally in Manilla and Singapore, supported by Tier 1 partnerships across major vendors and distributors and a highly skilled professional team, CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services and great client experience.
 
We are seeking an experienced Field/Onsite Systems Engineer to join our Service Delivery Team based in Sydney.
 
Key Responsibilities
  • Provide a range of ICT managed services to CrossPoints’ clients including server, network, user support, systems maintenance, and project work involving end-to-end IT solutions.
  • Take primary responsibility for the on-site and remote delivery of ICT managed services to selected CrossPoint clients, in consultation with CrossPoint account managers and Senior Engineers.
  • Contribute to the delivery of projects on client sites with the senior engineers and account managers.
  • Assist the CrossPoint Service Desk with Level 1, 2 & 3 ICT support services to CrossPoint clients.

 

Benefits of this role include:

  • Challenging technical role with diverse technology solutions across multiple platforms.
  • Opportunity to utilise your technical skillset to assist in delivering client outcomes.
  • Opportunity to work with highly skilled senior systems engineers and solution architects to design and deliver end-to-end IT solutions and projects.
  • Opportunity to expand your technical knowledge and experience, develop your industry skills, and ultimately your career.
  • Opportunities for a variety of experiences including client site, remote and project work.

 

Professional Skills and Experience Requirements:

  • 3+ years’ experience on a Service Desk
  • 2+ years’ experience in providing field engineering, network and end-user support.
  • Ability to manage and support Microsoft environments including Windows 7-10, Microsoft Windows Server 2008 R2 / 2012 R2 / 2016 / 2018 and Microsoft Exchange Server, including Exchange Server 2013, 2016 and Office365.
  • Well developed Active Directory and Group Policy management and administration skills.
  • Demonstrated knowledge of networking: TCP/IP, DNS, DHCP, VLAN, Routing.
  • Ability to manage and support Apple environments, including macOS, iOS.
  • Experience in supporting and maintaining backup solutions. Knowledge of Veeam and ShadowProtect well regarded.
  • Experience in virtualisation technologies such as VMware (vSphere 5/6) and Hyper-V and cloud-hosted server platforms, e.g. Azure, Amazon.
  • Experience in virus protection and remote access solutions.
  • Experience in managing security appliances is highly desirable.
  • ITIL awareness and understanding.
  • Industry certifications including MCSA (with progress towards MCSE), CCNA, VCP, etc. highly regarded and preferred
  • Previous Managed Services experience in the SME sector.

Personal Attributes:

  • Takes ownership for the delivery of required outcomes.
  • Client-focused, with a commitment to excellent customer service and high-quality service delivery.
  • Exceptional communication and presence.
  • Excellent problem solving and troubleshooting skills.
  • Excellent verbal and written communication skills, with the ability to liaise effectively with client representatives at all levels.
  • Well-developed time management skills and ability to multi-task.
  • Able to work as part of a team, as well as being able to work unsupervised.

 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Service Desk Engineer L2 (Makati)

Job Description
Why work for CrossPoint?
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth, CrossPoint are seeking an experienced Service Desk Engineer to join our growing service delivery team. As part of the Service Delivery team, we deliver quality information technology managed services and solutions to clients in accordance with the client service agreements.
 
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 

Some of the benefits of working at CrossPoint include:

  • Flexible work arrangements focused on work-life balance.
  • Learning and development benefits.
  • Employee awards and recognition program.
  • Experienced and friendly team of dynamic professionals.
  • Milestone service recognition

 

Key Responsibilities

Service Desk Operation

  • Provide Service Desk Level 1/Level 2 engineering services to CrossPoint clients 
  • Ensure quality actioning of service requests and workflow management e.g. ticket – creation/triage/classification/prioritation/assignment/actioning/resolution/closure
  • Complete duties as per scheduled coverage, including unassigned queue, service desk mailbox, daily alerts, backups.
  • Action Service Desk Daily Checklist items
  • Respond in a proactive manner to event management alerts
  • Work with the Service Delivery Team Lead (SDTL) to determine when to escalate unresolved incidents to Level 2/3 engineers.
  • Build effective working relationships with CrossPoint clients to strengthen their faith in the quality of engineering services delivered by CrossPoint.

 

Service Delivery / Customer Service

  • Provide optimal customer service value to CrossPoint clients in the effective and efficient delivery of CrossPoint IT managed services solutions, in accordance with their respective CrossPoint client service agreement, balanced against commercial consideration, as guided by Account Managers and the Service Operations Manager.
  • Ensure that you communicate clearly and effectively with the client and other CrossPoint team members, so that everyone has the same expectations regarding delivery of CrossPoint managed services and solutions to each client.
  • Ensure that support escalations occur in a timely manner.
  • Work towards providing proactive fixes instead of workarounds or reactive support.
  • Work towards standardising support to ensure currency between clients.

 

The successful candidate will have: 

Skills:

  • Demonstration of competent technical skills in key areas required. For example, Microsoft Windows Server technologies, Microsoft Email technologies, Microsoft Network technologies,, Infrastructure technologies, Virtualization technologies, Backup and DR technologies, Networking technologies, Storage technologies, Security technologies, Anti-virus technologies, Citrix technologies.
  • Takes ownership for delivery of required outcomes
  • Client focused and has a commitment to quality service and delivery
  • Strong customer service delivery skills and a good understanding of client care
  • Ability to liaise effectively with client representatives at all levels.
  • Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
  • Personable, Team Focused. Contributes to the greater good of the team.
  • Ability to work independently, or as part of a team to ensure required outcomes are achieved.
  • Strong interpersonal and relation building skills
  • Polite, friendly and diplomatic manner
  • Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
  • Analytical and systematic problem solving skills
  • Attention to detail and the ability to multi task
  • Excellent organisational and planning skills
  • Excellent communication skills, both oral and written.
  • Excellent documentation skills.
  • Ability to analyse client business requirements and translate them into information technology services and solutions requirements
  • Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
  • Ability to absorb and apply technical knowledge and information
  • Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
  • Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
  • Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
  • Advanced Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)

 

Service Desk – Essential Experience

  • Ability to manage and support Microsoft Server environments including Active Directory and Microsoft Exchange.
  • Strong troubleshooting skills across user and application support.
  • Good knowledge and experience of Microsoft network technologies including DNS, DHCP, Group Policies, etc.
  • Ability to support and maintain backup, virus protection, internet and remote access solutions.
  • Industry certifications including MCSA with progress towards MCSE.
  • Any experience with Citrix / Terminal Services, Virtual Server Platforms, Mac OS X or Firewalls is highly desirable.

Other Experience well regarded but not required

  • Microsoft Applications – SharePoint, SQL, CRM.
  • Mac OS X and other Apple technologies.
  • Lotus Notes / Citrix / VDI.
  • System hardware builds/racking and cabling

Qualifications/Education/Certifications well regarded but not required

  • Tertiary qualifications in Information Technology or equivalent.
  • Exposure to and awareness of ITIL principles in relation to Service Delivery and IT frameworks, ITIL, ITSM, ISO9001, ISO27001 or relevant experience
  • VMware VCA. 
  • Microsoft certifications (MTA, MCSA). 
  • Any Cisco certifications or equivalent (CCENT, CCT). 
 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Network Engineer (Makati)

Job Description
Why work for CrossPoint?
 
CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services, and a great client experience. As a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the enterprise, education, government and the health sectors we offer a wide range of ICT products and services with a managed end-to-end solution for clients.
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth in our Managed Services Team, we are looking for a Senior Network Engineer, you will be responsible in providing level 2-3 support for the Service Delivery department. You will also be expected to provide support to the end-users from all geographic regions.
 
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 

Some of the benefits of working at CrossPoint include:

  • Flexible work arrangements focused on work-life balance.
  • Learning and development benefits.
  • Social responsibility benefits
  • Employee awards and recognition program.
  • Experienced and friendly team of dynamic professionals
  • Milestone service recognition

Key Responsibilities

  • Provide L2-3 escalation for Manila Service Desk Team
  • Assist Project Service teams perform user acceptance testing and go live support for Networking installations to ensure quality and compliance to build standards
  • Escalation for networking build, migration and support issues,
  • Maintain, configure and troubleshoot various enterprise networking suite of solutions with tier 1 vendors (Such as Cisco, HP, Dell, Juniper)
  • Support end-users meet their IT requirements / objectives.
  • Configure networks to ensure their smooth and reliable operation for fulfilling business objectives and processes.
  • Monitor network performance and troubleshoot problem areas as needed through our network management platforms
  • Perform implementation and maintenance to network systems and switch platforms.
  • Monitor network connections and specified hardware for capacity, utilization and performance; troubleshoot as required.
  • Be willing to be on-call support when required / Take escalated calls from the service desk outside of working hours in emergencies (Managed Services operates under a 24/7 Support arrangement for a select amount of clients, low expected volume but a mandatory requirement).
  • Cross-polinate with other areas of the business to add value to the business and grow skills.
  • By exception there may be a need to assist with L1 support and or weekend roster coverage but not expected usually
  • Project and Managed Services support will sometimes entail outside of business hours work to meet the needs of the client

The successful candidate will have: 

  • Bachelor’s Degree in Computer or Electronics Engineering, Computer Science, or equivalent
  • 5+ years of experience in a Senior Level 3 support position
  • Experience in enterprise network design, support and maintenance experience
  • Strong experience in Tier 1 Vendor networking products and solutions (Such as Cisco, HP, Dell, Juniper)
  • CCNP/CCIE Routing and Switching certification is strongly preferred but will consider someone who has CCNA certification if the candidate has had a solid career in networking and had extensive experience in an enterprise environment.
  • Software Defined WAN (SD-WAN) Experience (Cisco or VMWare)
  • Skills with advanced Layer 3 protocols such as BGP
  • Network Management Platforms (PRTG, Solarwinds etc.)
  • Excellent communication skills – written and verbal
  • Excellent customer service skills
  • Ability to work independently

Advantageous skills and experience:

  • Enterprise Voice Skills (SIP/SBC/IP PBX with Microsoft or Cisco)
  • Perimeter Security and Wireless Networking skills
  • Experience working for a managed services provider or large contact centre environment.

 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Service Desk Engineer L2 (Makati)

Job Description
Why work for CrossPoint?
 
CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services, and a great client experience. As a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the enterprise, education, government and the health sectors we offer a wide range of ICT products and services with a managed end-to-end solution for clients.
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth in our Managed Services Team, we are looking for a Senior Network Engineer, you will be responsible in providing level 2-3 support for the Service Delivery department. You will also be expected to provide support to the end-users from all geographic regions.
 
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 

Some of the benefits of working at CrossPoint include:

  • Flexible work arrangements focused on work-life balance.
  • Learning and development benefits.
  • Employee awards and recognition program.
  • Experienced and friendly team of dynamic professionals.
  • Milestone service recognition

 

Key Responsibilities

Service Desk Operation:

  • Provide Service Desk Level 1/Level 2 engineering services to CrossPoint clients 
  • Ensure quality actioning of service requests and workflow management e.g. ticket – creation/triage/classification/prioritation/assignment/actioning/resolution/closure
  • Complete duties as per scheduled coverage, including unassigned queue, service desk mailbox, daily alerts, backups.
  • Action Service Desk Daily Checklist items
  • Respond in a proactive manner to event management alerts
  • Work with the Service Delivery Team Lead (SDTL) to determine when to escalate unresolved incidents to Level 2/3 engineers.
  • Build effective working relationships with CrossPoint clients to strengthen their faith in the quality of engineering services delivered by CrossPoint.

 

Service Delivery / Customer Service:

  • Provide optimal customer service value to CrossPoint clients in the effective and efficient delivery of CrossPoint IT managed services solutions, in accordance with their respective CrossPoint client service agreement, balanced against commercial consideration, as guided by Account Managers and the Service Operations Manager.
  • Ensure that you communicate clearly and effectively with the client and other CrossPoint team members, so that everyone has the same expectations regarding delivery of CrossPoint managed services and solutions to each client.
  • Ensure that support escalations occur in a timely manner.
  • Work towards providing proactive fixes instead of workarounds or reactive support.
  • Work towards standardising support to ensure currency between clients.

 

The successful candidate will have: 

Skills:

  • Demonstration of competent technical skills in key areas required. For example, Microsoft Windows Server technologies, Microsoft Email technologies, Microsoft Network technologies,, Infrastructure technologies, Virtualization technologies, Backup and DR technologies, Networking technologies, Storage technologies, Security technologies, Anti-virus technologies, Citrix technologies.
  • Takes ownership for delivery of required outcomes
  • Client focused and has a commitment to quality service and delivery
  • Strong customer service delivery skills and a good understanding of client care
  • Ability to liaise effectively with client representatives at all levels.
  • Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
  • Personable, Team Focused. Contributes to the greater good of the team.
  • Ability to work independently, or as part of a team to ensure required outcomes are achieved.
  • Strong interpersonal and relation building skills
  • Polite, friendly and diplomatic manner
  • Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
  • Analytical and systematic problem solving skills
  • Attention to detail and the ability to multi task
  • Excellent organisational and planning skills
  • Excellent communication skills, both oral and written.
  • Excellent documentation skills.
  • Ability to analyse client business requirements and translate them into information technology services and solutions requirements
  • Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
  • Ability to absorb and apply technical knowledge and information
  • Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
  • Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
  • Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
  • Advanced Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)

 

Service Desk – Essential Experience:

  • Ability to manage and support Microsoft Server environments including Active Directory and Microsoft Exchange.
  • Strong troubleshooting skills across user and application support.
  • Good knowledge and experience of Microsoft network technologies including DNS, DHCP, Group Policies, etc.
  • Ability to support and maintain backup, virus protection, internet and remote access solutions.
  • Industry certifications including MCSA with progress towards MCSE.
  • Any experience with Citrix / Terminal Services, Virtual Server Platforms, Mac OS X or Firewalls is highly desirable.

 

Other Experience well regarded but not required

  • Microsoft Applications – SharePoint, SQL, CRM.
  • Mac OS X and other Apple technologies.
  • Lotus Notes / Citrix / VDI.
  • System hardware builds/racking and cabling

 

Qualifications/Education/Certifications well regarded but not required

  • Tertiary qualifications in Information Technology or equivalent.
  • Exposure to and awareness of ITIL principles in relation to Service Delivery and IT frameworks, ITIL, ITSM, ISO9001, ISO27001 or relevant experience
  • VMware VCA. 
  • Microsoft certifications (MTA, MCSA). 
  • Any Cisco certifications or equivalent (CCENT, CCT). 

 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Senior Systems Engineer (Makati)

Job Description
Why work for CrossPoint?
 
CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services, and a great client experience. As a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the enterprise, education, government and the health sectors we offer a wide range of ICT products and services with a managed end-to-end solution for clients.
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth in our Managed Services Team, we are looking for a Senior Network Engineer, you will be responsible in providing level 2-3 support for the Service Delivery department. You will also be expected to provide support to the end-users from all geographic regions.
 
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 

Some of the benefits of working at CrossPoint include:

  • Flexible work arrangements focused on work-life balance.
  • Learning and development benefits.
  • Employee awards and recognition program.
  • Experienced and friendly team of dynamic professionals.
  • Milestone service recognition

Key Responsibilities

Engineering Services:

  • Engagement in the wider business (sales, field engineers et al)
  • Understand the contractual obligations of allocated clients by working with AM/SDM
  • Proactively engage and support service desk and field engineers to ensure successful client outcomes.
  • Ensure all incidents and work tasks are updated and maintained in a timely and informative manner to promote SLA compliance and knowledge transfer.
  • Drive a culture of continual growth and improvement and provide a suitable level of mentoring to junior engineers.
  • Provide senior technical services to our clients: L3 Service, Support, Escalations, Problem Management
    • Where applicable being on-call to support the business during escalated calls outside of core hours / scheduled project work
  • Maintain chargeability and earned revenue against allocated clients and project delivery.
  • Own client health including site maintenance, and application of best practice
  • Client Communication including leading technical service, planning, and outcomes (this will be coordinated through the Service Delivery Manager – SDM where one exists).
  • Technical Account Management (TAM) responsibility where a specific TAM role is not allocated to that Client.
  • Maintain a level of currency and proficiency in technology and certifications.
  • Be a subject matter expert and technology expert.
  • Maintain relevant training & certifications.
  • Develop and apply best Practice Standards.
  • Deliver Technology Plans and IT Assessments
  • Deliver Technology Best Practice to clients
  • Be responsible for client Health Checks
  • Client documentation ownership
  • Advanced Project Delivery / Outcomes for assigned projects
  • Basic Project Management for smaller projects which do not have a PM/PC assigned
  • Provide advice on Solution Architecture (Sales/Clients)
  • Commercial Arrangements / Pricing – Assisting the Pre-sales function where relevant
  • Proposal Writing – Assisting the Pre-sales function where relevant
  • Technology / Business Reviews + Writing – Assisting the Pre-sales function where relevant
  • Presentation Skills – Senior engineer will have confidence in presenting findings to people of all levels (internally/externally)

Service Delivery / Customer Service: 

  • Ensure that you communicate clearly and effectively with the client and other team members, to ensure consistency of expectations regarding delivery of Managed Services and Solutions.
  • Assist in the new client onboarding process.
  • Ensure that support escalations occur in a timely manner.
  • Ensure detail of work performance is recorded in a timely manner to communicate to the wider team of activities undertaken.
  • Work towards providing proactive fixes instead of workarounds or reactive support.
  • Work towards standardising support to ensure currency between clients.

Continuous Improvement: Contribute to the development, implementation and periodic review and maintenance of Service Delivery policies, processes, systems and tools, in accordance with ITIL best practice principles and standards.

Project Delivery: Provide quality service to CrossPoint clients in the delivery of projects under the guidance of the Project Management Office and/or Project Manager, and the respective Account and Service Delivery Managers.

Mentoring: Provide mentoring support and guidance to Service Desk level engineers

 

Technical Consulting:

  • Provide technical consulting services to CrossPoint’s clients as part of acting as the client internal IT Leadership position for all vendor engagements requiring IT involvement.
  • Provide technical consulting services to CrossPoint clients as part of project delivery or specific consulting engagement.
  • Provide technical consulting services to Account Managers in the development of proposals to CrossPoint clients.

Experience:

  • Minimum 5 years plus as a senior engineer
  • Solid experience as a Senior Engineer in the mid-market or enterprise highly regarded
  • Experience working with a Systems Integrator or Managed Services Provider or equivalent.

Skills Desired (can vary based on Senior Engineering role requirements (Systems/UC/Network)

  • Strong knowledge and experience of Unified Communications (Cisco, Asterix/Open Source/MS Teams Voice/ SIP / SBC / Video Conferencing)
  • Strong knowledge and experience across network design and implementation including switching, VLAN, and WAN solutions (experience across Cisco, HP, or Dell network equipment is essential). Strong knowledge and experience in SD-WAN highly desirable.
  • Experience across mid-market and enterprise wireless network solutions (Datto, HP, Cisco)
  • Strong knowledge and experience across Microsoft Technologies (Windows Server/AD/DFS/DHCP/DNS/Scripting as well as applications such as MS Teams)
  • Strong knowledge and experience across server virtualisation
  • Strong knowledge and experience across storage solutions and storage area networks. (EMC highly regarded. Dell, HP, NetApp, IBM, Nimble well regarded).
  • Strong knowledge and experience across Cloud Solutions (Office365, Backup as a Service, Infrastructure as a Service, DR as a Service).
  • Extensive experience in the implementation and L3 support of Microsoft Exchange (On-Premise) and Exchange Online.
  • Experience in the design and implementation of Backup and DR solutions including Veeam, ShadowProtect, Symantec Backup Exec, etc).
  • Experience in the design and implementation of Security and Anti-Virus solutions (various firewalls, Symantec Endpoint, Symantec Cloud, McAfee, Trend, etc).

 

Skills:

  • Strong technical skills in key areas required by CrossPoint.
    • Specifically Systems, Cloud, Network, Unified Communications and Security
  • Takes ownership for delivery of required outcomes
  • Client focused and has a commitment to quality service and delivery
  • Strong customer service delivery skills and a good understanding of client care
  • Ability to liaise effectively with client representatives at all levels.
  • Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
  • Personable, Team Focused. Contributes to the greater good of the team.
  • Ability to work independently, or as part of a team to ensure required outcomes are achieved.
  • Strong interpersonal and relation building skills
  • Polite, friendly and diplomatic manner
  • Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
  • Analytical and systematic problem solving skills
  • Attention to detail and the ability to multi task
  • Excellent organisational and planning skills
  • Excellent communication skills, both oral and written.
  • Excellent documentation skills.
  • Ability to analyse client business requirements and translate them into information technology services and solutions requirements
  • Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
  • Ability to absorb and apply technical knowledge and information
  • Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
  • Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
  • Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
  • Advanced Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)

Education:

  • Tertiary qualifications in Information Technology or equivalent.
  • Experience in the use of ITIL principles / ITIL Training/Certification in Service Delivery and IT frameworks, ITIL, ITSM, ISO9001, ISO27001 or relevant experience
  • Applicable Vendor/Industry certifications:
    • Microsoft certifications (MCSA, MCSE). 
    • Cisco certifications or equivalent (CCNA, CCNP, CCIE).
    • Storage certifications from the following vendors (EMC, Dell, HP, NetApp or IBM).
    • VMware VCP5/6/VCAP
    • Project Management training (Prince 2 / PMBOK)
    • ITIL v3/4

 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

System Administrator (Makati)

Job Description
Why work for CrossPoint?
 
CrossPoint has a reputation for delivering independent consulting advice, high-quality technical services, and a great client experience. As a leading Managed Services Provider with extensive experience in consulting, solution design and managed services to the enterprise, education, government and the health sectors we offer a wide range of ICT products and services with a managed end-to-end solution for clients.
 
At CrossPoint we want to inspire companies to change how they get value from enterprise IT systems; we want them think about how IT impacts their business and how it is being delivered.
 
As part of our growth in our Managed Services Team, we are looking for a Senior Network Engineer, you will be responsible in providing level 2-3 support for the Service Delivery department. You will also be expected to provide support to the end-users from all geographic regions.
 
You can be part of this exciting team who is looking at the forefront of technologies and services and creating new ways of providing solutions. Excellent compensation, benefits, and quality of life!
 

Key Responsibilities

Service Desk Operation:

  • Provide Service Desk Level 1-2.5 engineering services to CrossPoint clients in accordance with the ITIL standards operating in the CrossPoint Service Desk Operation
  • Ensure quality actioning of service requests and workflow management e.g. ticket – creation/triage/classification/prioritation/assignment/actioning/resolution/closure
  • Complete duties as per scheduled coverage, including unassigned queue, service desk mailbox, daily alerts, backups.
  • Action Service Desk Daily Checklist items
  • Respond in a proactive manner to event management alerts
  • Work with the Service Delivery Team Lead (SDTL) to determine when to escalate unresolved incidents to Level 3 engineers.
  • Build effective working relationships with CrossPoint clients to strengthen their faith in the quality of engineering services delivered by CrossPoint.

 

Service Delivery / Customer Service:

  • Provide optimal customer service value to CrossPoint clients in the effective and efficient delivery of CrossPoint IT managed services solutions, in accordance with their respective CrossPoint client service agreement, balanced against commercial consideration, as guided by Account Managers and the Service Operations Manager.
  • Ensure that you communicate clearly and effectively with the client and other CrossPoint team members, so that everyone has the same expectations regarding delivery of CrossPoint managed services and solutions to each client.
  • Assist in the new client onboarding process.
  • Ensure that support escalations occur in a timely manner.
  • Work towards providing proactive fixes instead of workarounds or reactive support.
  • Work towards standardising support to ensure currency between clients.

 

Continuous Improvement:

  • Contribute to the development, implementation and periodic review and maintenance of CrossPoint Service Delivery policies, processes, systems and tools in accordance with ITIL best practice principles and standards
  • Participate in Continuous Improvement Project (CIP) teams.

 

The successful candidate will have: 

Skills:

  • Demonstration of competent technical skills in key areas required. For example, Microsoft Windows Server technologies, Microsoft Email technologies, Microsoft Network technologies, Apple technologies, Infrastructure technologies, Virtualization technologies, Backup and DR technologies, Networking technologies, Storage technologies, Security technologies, Anti-virus technologies, Citrix technologies.
  • Takes ownership for delivery of required outcomes
  • Client focused and has a commitment to quality service and delivery
  • Strong customer service delivery skills and a good understanding of client care
  • Ability to liaise effectively with client representatives at all levels.
  • Has a flexible, hands-on approach to work with the desire to achieve and ability to work in fast paced environment.
  • Personable, Team Focused. Contributes to the greater good of the team.
  • Ability to work independently, or as part of a team to ensure required outcomes are achieved.
  • Strong interpersonal and relation building skills
  • Polite, friendly and diplomatic manner
  • Ability to prioritise and successfully manage multiple tasks to meet deadlines in a busy environment
  • Analytical and systematic problem solving skills
  • Attention to detail and the ability to multi task
  • Excellent organisational and planning skills
  • Excellent communication skills, both oral and written.
  • Excellent documentation skills.
  • Ability to analyse client business requirements and translate them into information technology services and solutions requirements
  • Ability to tune best practice approaches to accommodate CrossPoint client specific factors and still achieve quality delivery outcomes.
  • Ability to absorb and apply technical knowledge and information
  • Ability to cope well in a high pressured environment, while remaining calm and adopting a considered, structured approach to dealings with issues.
  • Ability to consistently adhere to formal processes, but being adaptable to deliver outcomes where no processes exist or are incomplete
  • Ability to apply ITIL principles to the delivery of CrossPoint IT managed services and solutions.
  • Advanced Microsoft Office skills (Word, Excel, PowerPoint, Project, Visio)

 

Service Desk – Essential Experience:

  • Ability to manage and support Microsoft Server environments including Active Directory and Microsoft Exchange.
  • Strong troubleshooting skills across user and application support.
  • Good knowledge and experience of Microsoft network technologies including DNS, DHCP, Group Policies, etc.
  • Ability to support and maintain backup, virus protection, internet and remote access solutions.
  • Industry certifications including MCSA with progress towards MCSE.
  • Any experience with Citrix / Terminal Services, Virtual Server Platforms, Mac OS X or Firewalls is highly desirable.

 

Other Experience well regarded:

  • Microsoft Applications – SharePoint, SQL, CRM.
  • Mac OS X and other Apple technologies.
  • Lotus Notes / Citrix / VDI.
  • System hardware builds/racking and cabling

 

Qualifications/Education/Certifications well regarded:

  • Tertiary qualifications in Information Technology or equivalent.
  • Exposure to and awareness of ITIL principles in relation to Service Delivery and IT frameworks, ITIL, ITSM, ISO9001, ISO27001 or relevant experience
  • VMware VCA. 
  • Microsoft certifications (MTA, MCSA). 
  • Any Cisco certifications or equivalent (CCENT, CCT). 

 

CrossPoint Values:

  • Respect & Empower – We take time to understand our clients, colleagues, partners and stakeholders, their needs, and dreams and why they are here? We are humble and invest in each other to unleash people’s potential.
  • Don’t Be Dodgy – We are honest and have integrity in everything we do. We do what we say and say what we do.
  • Can Do Attitude – We take responsibility for outcomes with pride and thoroughness. We go above and beyond to get the job done. We put ourselves in the shoes of the client.
  • Keep Learning– We develop, nurture, and grow ourselves our people, our clients, and our company. We think outside the square, try new solutions, but don’t wing it.
  • One Team – We value unity and teamwork. We will support each other as one.
    We are in partnership with our clients and work as one team.

Join the CrossPoint Family

We’re a fast-growing company, providing first class service and support to our customers and exciting career opportunities to our employees.