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My client is seeking a skilled and experienced 2nd Line Engineer to join their team. In this role, you will provide advanced technical support to resolve complex issues escalated from the 1st Line Support team.
Key Responsibilities:- Deliver advanced troubleshooting and problem resolution across a range of IT systems.
- Collaborate effectively with end-users and internal teams to ensure seamless communication and issue resolution.
- Manage technical projects, ensuring timely delivery and alignment with business objectives.
- Work closely with 3rd Line Support for escalations and advanced-level problem-solving.
- Strong technical expertise and experience in IT systems and infrastructure.
- Exceptional problem-solving abilities and a proactive approach to troubleshooting.
- Excellent communication skills, with the ability to explain technical concepts to non-technical users.
- Proven ability to manage projects and coordinate with cross-functional teams.
System Maintenance
- Conduct regular system maintenance and updates.
- Monitor system performance and apply necessary upgrades and patches.
Technical Support
- Provide 2nd Line support for hardware, software, and network issues.
- Troubleshoot and resolve complex technical problems escalated from 1st Line Support.
- Assist end-users via phone, email, and remote access tools.
Incident Management
- Record, track, and document the incident response process, including all decisions and actions, until resolution.
- Collaborate with 3rd Line Support and other IT teams for unresolved issues.
Customer Service
- Deliver high-quality customer service by providing timely and effective support.
- Communicate clearly with end-users to understand and resolve their issues.
Continuous Improvement
- Identify and recommend enhancements to support processes and practices.
- Actively participate in team meetings, contributing insights on support-related matters.
Documentation
- Create and maintain detailed records of support activities.
- Develop user guides and training materials for end-users.
Education
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
Experience
- Minimum of 2 years in a 2nd Line Support or equivalent technical role.
- Hands-on experience with IT service management tools and ticketing systems.
- Involvement in technical projects and cross-functional collaboration.
Soft Skills
- Exceptional problem-solving and analytical capabilities.
- Strong communication and interpersonal skills for effective collaboration.
- Ability to work autonomously and within a team environment.
- Detail-oriented with excellent organizational skills.
Technical Skills
- Proficiency in Windows and Linux operating systems.
- Strong knowledge of network infrastructure, including routers, switches, and firewalls.
- Familiarity with virtualization technologies such as VMware and Hyper-V.
- Experience with cloud platforms like AWS or Azure is advantageous.
- Understanding of the ITIL framework and its best practices.
- Certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator Associate, or equivalent are highly valued.
- Experience with scripting languages like PowerShell or Python for automation and task optimization.
