Systems Engineer (Tier 2)

Responsibilities:

• Helpdesk/Customer Services:
• Internal point of contact for a Graduate/Tier 1 systems engineer when issues require escalation to be resolved
• Assess initial investigation by Level 1 and provide direction to best path of resolution
• Build an understanding of existing customer’s issues and how to resolve them
• Provide a customer with a pragmatic solution or process to follow
• Troubleshooting and Resolution of issues
• Effectively diagnose issue and identify troubleshooting steps or options
• Monitoring and resolving IT Systems Hardware and Software issues (Desktops, Server, Networking, and Printers etc.)
• Reviewing and resolving client’s backups issues and performing restores
• Working with 3rd Party vendors to install, maintain and fix peripheral equipment such as Printers and Phone Systems
• Participate in new client onboarding projects
• Facilitate End user training on key applications (Word, Teams, SharePoint)
• Determine within a timely manner when to escalate to Tier 3 System Engineers
• Configure server environments and infrastructure
• Setup new complex devices such as servers
• Server and Desktop software installation
• Setup of peripherals (e.g. Printers, Scanners)
• Onsite support to set up for Servers, PCs and other devices
• Make changes to existing systems that have significant impact improvement for customers
• Multifactor Authentication Deployment
• Rolling out new printer fleets
• ISP Changes or change overs
• Coaching and Training Graduate and Tier 1 System Engineers to develop their capability to resolve more complex issues
• Assist Senior Engineers and Customer Success Managers with client planning and communications as required
• Be available for monthly and/or quarterly client reviews both remote and onsite
• Analyse tickets and find key problems to investigate and resolve root causes
• Recommend improvements to reduce reactive tickets (via scripts, forms, upgrade etc.)
• Time Management/Schedules:
• Track and record time accurately spent on activities in ConnectWise to provide a technical audit trail for internal purposes
• Who / What / When / How captured notes of the issue (directly billed to the customer) Entered as close to real time as possible
• Acknowledge and follow ticket schedule as assigned by Service Coordinators or Service Delivery Manager
• Prioritise workload
• Effectively communicate issues, blockers and schedule impacts to Service Co-ordinators
• Professional Development:
• Committed to ongoing professional development and continuous learning
• Complete certification roadmap as defined in Professional Development Plan
• Keep up to date with current and emerging technologies
• Teamwork:
• Work in collaboration with internal and external teams
• Attend and participate in Service Desk Level 10 meetings
• Collaborate with Service Coordinators to communicate workloads and potential ticket or schedule issues

To be successful in this role, you will have:

• Preferred Experience:
• At least 2 years’ experience in a fast-paced IT Managed Services work environment
• Key Competencies:
• Excellent Written and Verbal Communication
• Able to translate technical solution into simple speak and back again
• Time management
• Attention to detail
• Problem Solving
• Analytical Skills
• Adaptability
• Ability to learn new skills
• Interpersonal skills
• Customer Centric
• Qualifications:
• Degree in BSc in Computer Science or similar
• Working towards the following certificates:
• AWS Solutions Architect Associate
• AWS SysOps Associate
• Azure Security Engineer Associate
• Azure Administrator Associate
• Office 365 Associate Level Certifications
• Microsoft 365 Associate Level Certifications
• Citrix Certified Administrator

Originally posted on Himalayas