L3 Support Engineer

**Server Support Services**

**System Administration**
- Add/Move/Change/Delete all servers and its connected peripherals, including storage equipment, backup equipment, base on proper change management
- NOS configuration; e.g IP address configuration, OS settings, additional addon cards and etc, based on proper change management
- Escalate incident when required to ensure service level metrics are achieved base on escalation procedure
- Review and update of all documentations like configuration documentation, inventory and etc.
- Perform preventive maintenance for server equipment according to agreed schedule with ABCH.
- Proactive monitoring of all servers and its connected peripherals, including storage equipment
- Provide monthly report to monitor SLA specified by ABCH
- Perform regular preventive maintenance on all servers and its connected peripherals, including storage equipment, backup equipment
- Assist with third party vendor or ABCH Staff with setting configurations/changes

**Backup and Restoration**
- All backup jobs are to be documented and documentation us to be updated reflecting the latest change with appropriate versioning
- All backup configuration should be centrally managed whenever possible

**System Monitoring**
- Parameters to be monitored shall include but not limited to the following:

- Disk utilization
- Ram utilization
- CPU utilization
- Services Availability
- Errors specific to the hardware i.e connection fail, server errors and etc
- Logs shall be reviewed daily. Logs that are to be reviewed shall include and not limited to the following:

- Hardware errors that could be found from the NOS logs or the hardware monitoring logs
- Error or suspected problems found from logs shall be escalated and /or remedy at the earliest to avoid unnecessary downtime

**Capacity Planning**
- Produce and maintain an appropriate and UpToDate Capacity Plan.
- Monitor and document the current server / appliances baseline and loads and provide the information to ABCH for use in determining future capacity requirements
- Major system capacity planning exercise should be carried out at least on an annual basis for budget planning and resource allocation
- Assist with diagnosis and resolution for performance and capacity related incident and problem
- Notify ABCH when any server / appliances reach the mutually agreed critical usage level/threshold and that additional capacity is required to perform the services accordance with the service levels
- Assess the impact of all changes on the capacity plan and the performance and capacity of all services and resources
- Determine anticipated capacity and hardware requirements which include and not limited to the following:

- CPU processing power
- Memory usage and size
- Disk Usage and size
- Network traffic load
- Load Balancing

**Database Administration ( **optional **)**
- Performance analyses & optimization
- Rebuilding of database Index, as required
- Perform check on data integrity & table growth regularly
- Perform database backup/restoration, as needed
- Perform replication verification and monitoring
- Monitoring of database errors via log
- Data conversion/migration assistance, as required
- Data extraction when required
- Perform patch reviews & installation
- **Requirement of L3 Support Engineer**
- Windows Administrator : Certified MCSA for Windows Server 2016 (or equivalent), with minimum track record of performing hands on Windows 2016 administration for 3 years.
- Citrix Administrator: CCP Certified with minimum track record of performing hands on Citrix administration for 3 years
- Storage Administrator: Proven track record of administering Dell EMC storage, NetApp storage for minimum period of 3 years.
- VM Ware Administrator : VCP Certified with minimum track record of performing hands on VM Ware administration for 3 years
- Database Administrator (optional): Certified MCSA for SQL 2014 (or equivalent) with minimum track record of performing hands on SQL 2014 (or higher) administration for 3 years.