Job Category: Information Technology

Client Services Representative

Key Responsibilities      
  • Maintain regular contact with existing customers to ensure ongoing customer satisfaction and to identify new sales opportunities.
  • Assist customers with timely and accurate quoting.
  • Develop positive relationships with customers, distributors, and vendors.
  • Secure and grow revenue for existing customers.
  • Qualify company eligibility for renewal of their agreements.
  • Handle both inbound and outbound calls effectively.
  • Achieve and exceed quarterly sales KPIs.
  • Develop and manage a pipeline of opportunities.
  • Identify accounts at risk and create retention strategies, escalating for assistance when required.
  • Achieve and manage effective resolution of customer issues.
Job Requirements
  • Minimum 2 years of technical inside sales experience in the IT industry with a proven, highly successful sales track record through solution-based selling.
  • Self-driven, motivated, passionate, and committed to exceeding sales targets.
  • Experience with contract or renewal sales while exceeding sales quotas.
  • Excellent communication and relationship-building skills.
  • Experience with Microsoft Outlook, Word, Excel, and PowerPoint.
  • Attention to detail and excellent financial acumen.
  • Pro-active and committed to team excellence.
  • A technical background/knowledge would be very highly regarded.
  • Working knowledge of CRM databases.
  • Firm understanding of the Sales Process.
  • Ability to work in a team environment.
Skills & Proficiencies
  • Strong communication and interpersonal skills, capable of maintaining strong relationships with both internal team members and external clients.
  • Basic understanding of sales performance metrics.
  • Excellent organisational and multitasking skills.
  • Proactive, independent worker with the ability to handle multiple priorities in a fast-paced environment.
  • Proficient in Microsoft Office Suite and CRM software.

Data and Analytics Engineer

The Role

The Data and Analytics Engineer is a hands-on technical role developing and maintaining the Azure data warehouse environment, delivering data engineering, data warehousing and analytical report development.  The role will also working on other ETL applications and data warehousing functions as needed to enhance and maintain all data used by the company.

Key Responsibilities      
  • Responsible for building data integrations, pipeline orchestrations, and data warehouse platforms
  • Responsible for data documentations, data definitions, reports and visualisations
  • Responsible for providing clean and accurate data to the business
  • Responsible for the development and design of technical solutions relating to data and integrations
  • Supports the team in creating data assets used for reporting and visualization.
  • Supports the team and various departments in building and developing data integrations and reports.
  • Working with business and technical stakeholders to understand requirements relating to data and analytics initiatives with a focus on delivering business outcomes
  • Responsible for designing, developing, testing, documenting, and maintaining data models, reports, and dashboards that meet business needs and requirements
  • Designing, developing, testing, documenting, and maintaining data pipelines across a range of technologies that extract, load, combine and transform data from a range of internal and external sources
  • Understand and implement data governance requirements that support data and analytics solutions including security, data quality, data classification, trustworthiness, and re-usability
  • Collaborating with technical and non-technical stakeholders through a range of forums including but not limited to team members within cross functional delivery teams, data and analytics practice group, and the data and analytics platform team.
Experience & Knowledge
  • Three plus years experience in data engineering, data modelling, data warehouse development in cloud environments
  • Proficiency in T-SQL, SQL Server, Databricks, PySpark, SSRS, Power BI, Data and dimensional modelling and other related data tools and platforms
  • Experience in building and optimizing data pipelines, data models, reports, and dashboards
  • Skills and experience ingesting data from various external sources including RDMS (SQL Server, Postgres), SaaS service via RESTful web services, Event sources such as Azure Event Hub, Kafka, and Webhooks
  • A broad technical understanding of Information Technology
  • Exposure to both on premises and cloud-based platforms
  • Excellent verbal and written communication skills, including the ability to capture and explain goals and objectives to business as well as technical leadership.
  • Excellent analytical, collaboration and facilitation skills

Penetration Tester

The Penetration Tester role is part of the Penetration Testing Practice within Nexon which provides high quality security services, such as Penetration Testing, Security Consulting, Training, security assessments and audits for Nexon’s new and existing client base. The role will require a broad range of security and technical skills and the ability to exercise excellent judgement, act on priorities, communicate and liaise effectively with clients and co-workers while demonstrating exceptional time and task management.

As a Web Application Penetration Tester, you will work predominantly on web application assessments, API Assessments and mobile application assessments. Additionally, you will have the ability to work in all other areas of penetration testing such as social engineering, network, wireless assessments, reverse engineering, red/blue teaming and so on to have a positive impact on our clients and the company.

What attracts testers to our team, in terms of day to day is our team, our flexible working and the ability to work in all areas of Penetration Testing, testers are not locked into one realm like at other testing firms (but usually are testers specialize in one or two areas)

Key Responsibilities
  • Conducting penetration tests on Web Applications, API’s and Mobile Application environments (primary focus).
  • Conducting penetration tests on Wired and Wireless networks, AD, ADCS, Cloud and on-premise environments.
  • Conduct Social Engineering exercises for our clients, such as Phishing, Vishing, Smishing and physical access testing.
  • Provide security guidance and consulting as well as a range of security assessments and awareness training to our clients.
  • Completing high quality and tailored reports for all security services provided.
  • Delivering of findings presentations to clients.
  • Providing mentoring to other team members and greater Nexon staff on Penetration Testing, security services and security expertise.
  • Ensuring smooth and structured project management and execution of Penetration Tests for our clients.
  • Obtaining certifications such as CREST as required.
Experience & Knowledge
  • Proven 2+ years security assessment and penetration testing services experience, with a focus on web applications, API’s and mobile apps. This does not necessarily require commercial experience, if you are involved with bug bounty, hack the box, tryhackme or have other suitable
    experience.
  • Experience with other areas of Penetration Testing such as Wireless, Network, AD, AAD & ADCS, Social Engineering, and Cloud is also advantageous.
  • You will be a person that loves continuously learning, and utilises platforms such as HTB, TryHackMe, CTFs and Bug Bounty.
  • Hold certifications such as Burp Suite Certified Practitioner (Highly Desirable), OSCP, CREST (Highly desirable), PNPT &/or CRTP.
  • Able to obtain and hold relevant police security clearance.
  • Experience in presenting to stakeholders of all levels and tying findings back to business risk.
  • Ability to conduct awareness training to stakeholders

Presales Solution Architect, Cloud

Avikans is looking to for an experienced Presales Solution Architect with skills and experience primarily aligned to Cloud solutions (both Private and Public).  Additional skillsets in modern workplace, networking, security and end-user compute solutions are also desirable.

The successful candidate will collaborate on, and be responsible for, pre-sales activities for both new business and renewals, across a broad mid-market customer base.  They will work both independently and in team scenarios to collaborate with sellers, vendors and business partners throughout the sales process.  They will effectively transfer knowledge when handing over their solutions to delivery teams to implement and they will troubleshoot their solutions with the delivery team when problems arise.

Experience with requirements discovery, technology and process recommendations, solutions sizing, developing and costing bills of materials, scoping and estimating professional services, consolidating multi-stream managed services, writing proposals, statements of work and compliance responses as well as responding to RFP’s is critical. 

The ability to clearly articulate technical solutions to both technical and non-technical audiences, while aligning the solution’s value with the customer’s requirements is fundamental to the Presales role.

Key Responsibilities
  • Navigate technical solution and managed services discussions primarily for Cloud solutions, at times with end-user-compute / modern workplace, network, security and DevOps consideration
  • Engage with customers and external stakeholders to understand their priorities, value drivers and needs. Provide well-conceived, clearly articulated, pragmatic solutions and recommendations to complex technology and business problems
  • Development of scope and high-level designs for Cloud solutions and services including:
  1. Modern Workplace productivity solutions (Microsoft / Office 365)
  2. Cloud & Network management (on-premises, private cloud, public cloud)
  3. Monitoring & Management toolsets
  4. ITIL Framework and ITSM processes and tools
  5. Solution design, implementation, migration, transition & onboarding services
  6. Relationship with Nexon’s specialist services (e.g. Genesys, Cyber Security, Dynamics 365, ServiceNow)
  • Facilitate high quality, timely product, subscription, professional services and managed services solution quotes/proposals and statements of work for Customers
  • Working to deadlines, in particular when responding to formal time-bound Requests for Proposal (RFP), Request for Tenders (RFT), Expressions of Interest (EOI), etc.
  • Cross-functional Collaboration: Collaborate with other departments, such as Project Management, Business Operations, Sales Support, General Managers, and technical SME’s to ensure solution alignment and drive customer success
  • Ability to undertake pre-sales engagements, including opportunity identification and qualification, review requirements and size based upon current and/or future state information, define solution architecture, bill of materials, estimate effort, articulate requirement to solution mapping, and prepare quotations, statements of work, RFx responses in conjunction with Nexon Sellers and other stakeholders
  • Ability to conduct customer facing workshops with business stakeholders and subject matter experts to assess low areas of maturity, confirm processes, requirements and to articulate priority areas and a recommended approach
  • Engage in Presales handover and Customer kick-off meetings to ensure requirements and value drivers are agreed and clearly understood between Customer, PMO and Delivery Teams
  • Proactively support delivery teams when issues arise in projects or managed services relating to solutions you have developed
  • Contribute to the development of a high performing team that can build trust with the business and our customers to deliver high quality services and effectively navigate through a continually changing technology landscape
  • Drive the continuous improvements of our implementation methodology and service offerings based on client experiences
  • Collaborate on, develop and share standardised or reusable content with the rest of the presales team
Demonstrable Capabilities

Strong grasp of the English language including the ability to:

  • Articulate solutions in both technical and non-technical language
  • Understand conversational and written context
  • Document solutions in a clear and concise manner in proposals
  • Respond directly to solution compliance questionnaires in writing

Strong presentation skills, including the ability to:

  • Develop a clear and concise presentation
  • Present to Customers on the solution’s inclusions, technical architecture, and value

Strong personal and inter-personal skills, such as:

  • Managing priorities to meet multiple deadlines and customer expectations in parallel
  • Maintaining positive inter-personal relationships with Customers, Management, members of the presales and other teams within Nexon and its business partners or third parties

Strong commercial acumen including the ability to:

  • Understand how to calculate both mark-up and margin
  • Recognise and sell “value”, without a focus on “price”
  • Develop a solution to a budget that brings the best “value” for the available funding
  • Challenge an existing perspective on a requirement or solution to assist a customer to consider an alternative or better option

Strong technical acumen, including ability to:

  • Whiteboard solutions to communicate architecture or develop conceptual design
  • Construct complex solutions comprised of various technologies, professional services and managed services
  • Build a demonstration environment to showcase a product, solution or feature
  • Demonstrate technical solutions to customers
Experience, Education and Skills
  • At least 7 years of experience in a similar role
  • Relevant operational or delivery experience is desirable
  • Previous professional services project scoping, and managed services scoping experience
  • Strong Microsoft Office skills, in particular MS Word, Excel, and PowerPoint
  • A relevant tertiary education certificate
  • Relevant Solution Architect or Engineering level technical certifications from Public and Private Cloud solution vendors or industry frameworks including:
  1. AWS
  2. Microsoft (Azure, M365, Windows, SQL Server, etc.)
  3. Dell, HPE, Cisco
  4. VMware
  5. RedHat
  6. HashiCorp
  7. ITIL, ITSM, ISO 270001
  • Working knowledge with multiple of the following additional products:
  1. ITSM tools (e.g. ServiceNow)
  2. CRM tools (e.g. Microsoft Dynamics 365 CRM)
  3. Monitoring & RMM tools
Favourable Additional Knowledge
  • An understanding of DevOps practices, high-level application architectures and dependency mapping, databases or data platforms
  • An understanding of networking fundamentals and solutions from vendors like:
  1. Cisco, Aruba, or Juniper
  2. Fortinet, or Palo Alto
  3. SentinelOne
  • An understanding of cloud native and 3rdParty security tools and services such as CSPM, CWPP CIEM CNAPP.

Power BI Developer

 

Responsibilities

  • Designing and developing BI reports and dashboards
  • Understanding the business requirements
  • Designing the data model
  • Developing visualizations that provide actionable insights

Skills

  • Power BI proficiency
  • Data modeling
  • SQL and DAX

CX Delivery Engineer (L2 or L3)

Position Overview
  • A CX (Customer Experience) Delivery Engineer plays a crucial role in ensuring the successful implementation and delivery of customer experience solutions. The primary focus is on designing, configuring, and deploying systems and technologies that enhance the overall customer experience.
  • You will be expected to work as part of the overall Customer Experience (CX) team, learning from others, and providing your own insights and knowledge to others in the team.
  • The job description for a CX Delivery Engineer include the following responsibilities and qualifications:
Responsibilities
Solution Design
  • Collaborate with cross-functional teams to understand customer requirements and design effective CX solutions.
  • Develop and document technical specifications and system architectures for CX projects.
Configuration and Customisation
  • Configure and customise customer experience platforms and technologies to meet specific client needs.
  • Implement and integrate third-party tools and systems to enhance the overall customer experience projects.
Implementation and Deployment   
  • Lead the implementation and deployment of customer experience solutions.
  • Ensure that the delivery of solutions aligns with project timelines and meets quality standards.
Testing and Quality assurance
  • Conduct thorough testing of CX solutions to identify and remediate any issues.
  • Implement quality assurance processes to ensure optimal performance and user satisfaction.
Collaboration
  • Work closely with project managers, developers, and other contributors to ensure seamless collaboration and communication through the project life cycle.
  • Provide technical expertise and support to internal and external teams.
Documentation
  • Create and maintain comprehensive documentation for implemented solutions, configurations, and processes.
Continuous Improvement
  • Stay updated on industry trends and best practices in CX technology.
  • Proactively identify opportunities for process improvement and efficiency gains.
Experience & Knowledge
  • Bachelor’s degree in computer science, information technology or a related field.
  • Previous experience in similar role with a focus on CX delivery.
  • Hands-on experience and with the implementation and customisation of CX solutions.
  • Certification on any of the following CCaaS platforms; Genesys Cloud, Zoom, Nice, Verint and other relevant technologies.
  • Familiarity with integration between CCaaS and CRM systems (e.g. Salesforce, Dynamics365, etc.)
  • Experience with AWS services preferrable (S3, Lambda, CloudWatch, CloudFront, Transcribe, etc.)
  • Understanding of Node.js and/or Python preferrable.
  • A friendly demeanour and “can do” attitude with a desire to drive a successful outcome.
  • Customer-focused mindset with a strong commitment to provide exceptional service.
  • Ability to work independently and collaboratively in a dynamic environment.
  • Flexibility to adapt to changing project requirements and priorities.
  • Ability to thrive in a dynamic and fast-paced environment.
  • Excellent verbal & written communication skills.
  • Excellent analytical and problem-solving skills.

Project Coordinator

The role:
  • We are seeking an experienced Project Coordinator to assist with documentation, meeting management, project task tracking, and using time management skills to help the team stay on track. This includes co-ordinating resources, third-party contractors, or consultants, to assist with the delivery of projects to plan.
  • Projects will carry agreed value and time constraints which must be delivered in line with the “Nexon Project Management Methodology” which is based upon “Prince 2”.
  • The highly sought-after candidate that we are seeking for this dynamic, highly autonomous role will possess;
  • Outstanding Stakeholder Management and Engagement Skills (internally & externally)
  • Qualifications in PRINCE2 Project Management Methodology is highly desirable
  • Strong attention to detail
  • Excellent Communication skills (both verbal & written)
  • Thorough familiarity with word processing, spreadsheet, and project scheduling computer applications
  • Ability to work effectively as a team member and independently,
  • Ability to manage multiple priorities under pressure, trouble-shoot, and to meet short- and long-term deadlines
  • Demonstrated experience in budget and financial management
  • Excellent critical and creative thinking and analytical skills
Key Responsibilities:
  • Manage resource allocation through online resource management tool.
  • Provide financial reports at project closure or at agreed project “milestones”.
  • Ensure the project management tracking tool is up to date and regular status reports submitted to management
  • Attend customer site as necessary to deliver project outcomes.
  • Maintain records for all official meetings (agendas and minutes).
  • Complete project hand over to the Nexon team ensuring all deliverables are correctly accounted for. This will include but not be limited to, site diagrams, “as built plans”, customer contact details, contractual SLA’s, completion exception report etc.
  • Attend team and corporate meetings as required.
  • To attend meetings and training as required.

SharePoint Consultant Developer

Roles & Responsibilities

As a Developer, you will:

  • Develop and implement solutions based on our modern workplace technology stack
  • Support customers with any issues which may arise from time to time
  • Assist engaging with customers when required to gather requirements and deliver solutions
Experience
  • Expert knowledge in:
  • Microsoft’s productivity, engagement, and collaboration solutions SharePoint and MS Teams
  • Power Platform including Power Apps, Power Automate, and Power BI
  • Development experience:
  • C# Development skills
  • An understanding of SharePoint development including Framework (SPFx)
  • A solid foundation in developing web solutions using React and TypeScript
  • Working in a team environment using git repositories for managing code
  • Delivering small and large projects for customers
  • 5+ years developing solutions
  • Working with both agile and waterfall frameworks
  • Ability to implement and deliver solutions creative technical solutions
  • Experience with complex migration solutions and implementations
Must Have
  • C# experience
  • Experience in implementing and developing solutions:
  • React (Class and Function components)
  • TypeScript
  • CSS
  • Experience with SharePoint Development including Framework (SPFx)
  • Strong understanding of SQL Server
  • Experience in working with Dataverse and D365 Entity model
  • Communication skills, both written and spoken
Consultant / Developer – Job Description
  • You enjoy working as part of a collaborative, solutions focused team, but can work well independently
  • You have strong attention to detail but can still see the big picture
  • An interest on both user experience and integration with backend solutions
Nice to Have
  • PowerShell
  • Microsoft bot framework
  • Building solutions in Azure, including but not limited to Function Apps, Logic Apps,
  • Storage, Key Vault, APIM, Service Bus
  • Design and implementation of API’s
  • Custom connectors for Power Platform Power Apps, Power Automate, and Power BI
  • Azure DevOps

ServiceNow Senior Engineer

  • The ServiceNow Senior Support Engineer plays a crucial role in managing and enhancing our ServiceNow ITSM platform, ensuring optimal performance, reliability, and user satisfaction. This position involves advanced technical support, system administration, and operational improvements to support our business processes. The ideal candidate will have extensive experience with ServiceNow, demonstrating strong problem-solving skills and a commitment to excellence in service delivery.
  • The Support Engineer is part of our support organisation entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and is integral to the success of our customers.
  • In this role, the support engineer will resolve technical requests and issues created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
  • A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, support ticket updates, as well as direct telephone support.
  • Understanding the ServiceNow platform and all core functionalities will be essential to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
  • Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. You will be an expert with the broad ServiceNow platform and process knowledge across a wide portfolio of services and products.
Key Responsibilities
  • ServiceNow Management: Administer, configure, and maintain the ServiceNow platform to meet business requirements. Ensure system reliability, scalability, and performance.
  • Incident and Problem Resolution: Provide advanced technical support for ServiceNow-related incidents and problems. Analyze and troubleshoot complex issues, ensuring timely resolution and minimal disruption.
  • Change Management: Lead the planning and implementation of changes to the ServiceNow platform. Assess risks, test changes, and oversee deployment to production.
  • Continuous Improvement: Identify opportunities for process and system enhancements. Implement best practices and automation to streamline operations and improve service delivery.
  • Collaboration and Support: Work closely with IT teams, business stakeholders, and external vendors to align ServiceNow functionalities with business goals. Provide training and support to users and junior staff.
  • Documentation and Compliance: Maintain comprehensive documentation for system configurations, processes, and procedures. Ensure compliance with IT policies, standards, and regulatory requirements.
Essential Knowledge, Skills and Experience
  • Degree or relevant tertiary education in Computer or related discipline or recognized industry qualifications and experience;
  • 5+ years customer facing technical support experience, with at least 3 years focused on ServiceNow.
  • Ability to troubleshoot difficult complex technical issues
  • Experience with JavaScript, HTML, CSS, and REST/SOAP web services.
  • Personal commitment to quality and customer service
  • Support managed services in upgrades, platform subscription usage
  • Demonstrated ability to deliver to deadlines and adapt to changing priorities;
  • Excellent problem-solving, communication, and interpersonal skills.
  • Certifications (Certified System Administrator and at least a Certified Implementation Specialist certification)
  • Ability to manage sensitive information and maintain a high degree of confidentiality;
  • Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety.
Preferred / Highly Desirable
  • Understanding of ServiceNow Licensing models across the platform;
  • Knowledge across ServiceNow CSM, ITSM, HR, ITOM and SPM modules.
  • Understanding of ITIL frameworks and their application in ServiceNow

Presales Unified Communications

Responsibilities
  • Develop Architected solutions for SMB customer opportunities across Cloud, Modern Workplace and Network technology practices
  • Responsible for customer technical team relationship development like product manager, sales engineer and professional service teams, and provide technical support for business development of account managers.
  • Ability to undertake pre-sales engagements, including opportunity identification and qualification, define solution architecture, bill of materials, estimate effort and prepare quotations and statements of work with Nexon Sales Reps.
  • Common Networking technology use cases where a small solution involves a router, firewall and Carriage Qualification + CPE
  • Small Compute and Backup Software licensing quotations for Microsoft M365 technologies
Experience & Knowledge
  • At least two years working experience in related positions, experience in unified communication industry or related products is essential.
  • Strong customer understanding, demand analysis ability, sensitive to problems.
  • Basic knowledge on enterprise networking solution such as network design, quality of service, routing & switching, and network firewall.
  • Working knowledge in one or multiple of the following technologies (vendors mentioned are preferred but transferrable experience will be considered): Microsoft (M365 & Azure), HPE, Aruba, Cisco, NetApp, Veeam, Palo Alto, AWS, Fortinet