L2-support Engineer

1 week ago

London Colney, United Kingdom AccrueTek Consulting Limited Full time

**Key Responsibilities**:

- Diagnosing, troubleshooting, and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team.
- Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English.
- Learning new products quickly and effectively. When given access to user and developer documentation, knowledge base articles, source code, and infrastructure be able to develop a layered understanding of how the product works end-to-end.
- Making customers think you are magical by solving complicated or never-before-seen issues with your technical and product expertise.
- Continuously growing your depth of knowledge on the products you support, as well as expanding to new technologies and domains.
- Sharpening your technical prowess by deep diving into source code, databases, logs, and traces to get to the root cause of any issue.
- Desktop supporting for hardware and software trouble shootings.
- Responsible for Domain Replication, Active directory, GPO, Domain users, administrating users and groups, giving appropriate permissions, the privilege to access our LAN and Domain environment.
- Asset database maintenance and updating the various asset details with configuration.
- Coordinate with vendor for the various software & hardware issues for the speedy resolution in solving the problems.
- Coordinating with the central teams and regional respective teams for patch updating, Software & hardware up gradation in servers and desktops.
Working on ticketing system

**Technical Skills**:

- Full Understanding in Windows Server 2012/2012R2/2016/2019
- Managing and Administrating all user in a domain.
- Disk Management, Partitions.
- Printer installation and troubleshooting.
- RDS and Remote Assistance.
- User Profiles Backup and Restore (Outlook, OneDrive & DFS).
- Basic Networking Concepts, Switches (Layer-2 & Layer-3) & Router Configuration
- DNS Setting, GPMO knowledge
- DHCP, Hyper V, Azure, Desktop Support.
- Microsoft Azure IaaS knowledge
- Office 365 knowledge
- SharePoint 365 knowledge
- 2+ years of experience with customer-facing support. The solutions you provide are highly technical, but a customer-focused approach to ticket handling is essential to provide a great experience.
- C1 level English proficiency and the ability to write with a professional tone.

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