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2nd Line Support Engineer
3 months ago
To handle escalations from the Service Desk Team, collaborate with third parties to resolve issues, standardize, and automate processes, and formalize procedures for efficient service delivery.
Duties and Responsibilities
- Responsible for 2nd line support, both in person and remotely via MS Teams, telephone, and remote access tools.
- Identify areas for improvement within Service Delivery via automation and standardisation.
- Assist in planning, executing, and seeing Technology Service projects through to completion.
- Produce clear and precise documentation, including training materials, for multiple systems.
- Take ownership of technical problems and see through to resolution even when passed to third parties.
- Liaise with other members of the team for support and escalation, providing adequate and accurate information to discuss and review escalated calls.
- Install, maintain, and support new applications.
- Review services, application delivery, and patching processes.
- Administer backup and restore operations.
- Collaborate with various business and technical teams to enhance overall service delivery.
Competence, Knowledge, and Skills
- Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.
- Extended administration and troubleshooting experience of the following systems: Azure/Active Directory, Group Policy, MS Exchange, SharePoint, Office 365, VMWare vSphere, and Horizon View Client.
- Automation through use of PowerShell, coding and APIs, including read, write, and debug skills.
- Knowledge and interest in automation software i.e., Jenkins, AdTempus etc.
- Excellent problem-solving and analytical skills, evident via work experience or technical qualifications.
- An active knowledge of information technology, and a passion for keeping up to date with the latest technologies.
- Desire to learn new skills and progress professionally.
- Ability to work under own initiative as well as part of a team.
- Ability to quickly learn and adapt to new systems and technologies, ensuring minimal disruption to service delivery and maintaining high levels of productivity.
- Experience in troubleshooting desktop and system problems, diagnosing, and resolving hardware/software issues. Proficiency in Windows Server and Windows 10/11.
- Incident and problem management experience, provide effective solutions and workarounds to incidents and problems.
- Capability to prioritize and manage multiple open cases and small projects simultaneously.
- Solid understanding of network infrastructure and protocols. Experience with network troubleshooting tools.
- Experience with backup and recovery solutions and strategies.
- Basic knowledge of database management systems (SQL, MySQL).
- Strong experience with cloud services, including cloud migration projects.
- Knowledge of ITIL best practices and experience in an ITIL-based environment.
Internal Relationships
Service Delivery Team, Projects teams, Operational Managers.
Liaison with technical and non-technical colleagues to resolve issues and deliver improvements.
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