L2 Technical Support Engineer/Administrator ? Systems (MS)

Job Description

The primary objective of the L2 Technical Support Engineer/Administrator ? Systems is to provide IT support for customer systems and related infrastructure, in accordance with E-Hosting Datafort and customer standards. This employee will collaborate with our customer, account executives, engineers, and architects to understand L2 support requirements, system design architectures and deliver professional L2 technical support services. The primary responsibility of the L2 Technical Support Engineer/Administrator ? Systems is to work with colleagues and our customer onsite within their information technology environments. They provide multi-technology technical support services to analyze and provide L2 support on all systems aspects of server compute, virtualization, storage, backup and recovery infrastructure and other related technology components. Ensures all production changes are made in accordance with lifecycle methodology and risk guidelines. Their primary objective is to ensure the optimal functioning of the Systems software and hardware. This employee supports and communicates high level structure to enable and guide the design and development of integrated Systems solutions that meet current and future business needs for our managed services customer.Technical Support Services The L2 Technical Support Engineer/Administrator ? Systems is a technology support solution focused Engineer/Administrator who can create excellent customer relationships with their technical support expertise in Microsoft Systems. In addition to being viewed as a trusted technical support advisor to the customer, the L2 Technical Support Engineer/Administrator ? Systems will provide technical support and expertise in analyzing customer requirements, in conjunction with the customer?s current Microsoft Systems capabilities and ensuring technical support will accomplish the customers objectives. Depending on the location of the appointment, must be willing to travel/visit local customer office/Data Centre as necessary to extend physical ?Hands and Eyes? support to remote technology teams for local IT infrastructure troubleshooting, technical analysis and administration. The L2 Technical Support Engineer/Administrator ? Systems provides advice and guidance to customers regarding system incidents and service requests. Maintain installed customer systems with routine maintenance. Manage, monitor, analyze and troubleshoot IT systems hardware including, servers, OS, virtualization, backups, storage by Identifying, logging, and resolving technical problems with the customer systems. Identify potential changes and system improvements to present to senior L3 technical support team leaders for consideration and implementation. Ensure that work is carried out within agreed service levels and in accordance with customer success guidelines. Create, maintain, and distribute reports of progress to senior leadership. Participate in short term project delivery for internal/external stakeholders when required. Maintain customer ITSM database with up to date asset tracking and clear record of activities. Explain and document technical issues in a clear way to our customer stakeholders. Use call logging system to accurately record incident and service requests. Responds to L2 dispatched assignments usually involving the basic installation, repair or maintenance of server hardware and peripherals at depot repair facility or onsite in support of our customer. This self-motivated candidate will follow defined account or departmental policies and procedures, work on routine assignments, identify, test and repair system hardware. Collaborate with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors. Escalate to an L3 technical support resources and follow documented escalation procedures. Supports L3 technical support architects/engineers in execution and implementation of BAU activities or other activities as tasked time to time or case to case basis. L2 Technical Support Engineer/Administrator ? Systems are knowledgeable on how specific systems are deployed in line with the internal methodology frameworks and approved industry best practices. They will be able to apply these frameworks and best practices to supporting the customer systems and will also be responsible to contribute advice on improving methodology. They can develop and leverage their knowledge of reference system support architectures during the whole managed services lifecycle. Facilitate 100% of closures for all system requests within the ITSM tool on the day they are resolved or fulfilled.Systems Certification The L2 Technical Support Engineer/Administrator ? Systems is required to achieve and maintain vendor product and technology certification that is required to fulfill their job role. They use their previous technical support experience to guide successful implementation and support of a Systems solution within the customers IT environment.Behavioral Skills As corporate citizens they are good team players and exhibit the required level of management skills required from middle level managers. He or she practices two-way communication and listens to understands other?s point of view. L2 Technical Support Engineer/Administrator ? Systems have good analytical and technical systems support capabilities.?They demonstrate the ability to collaborate and communicate effectively with team members, contributing to their success.

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