As a 2nd Line Support Engineer, you will play a crucial role in providing escalated technical support and ensuring the seamless functioning of our IT service. Your responsibilities will encompass resolving complex technical issues, providing hands-on assistance to end-users, and actively contributing to the overall efficiency of our IT systems.
KEY RESPONSIBILITIES
End-User Support:
* Provide responsive and hands-on support to end-users, addressing escalated technical issues promptly.
* Troubleshoot and resolve hardware, software, and network challenges to ensure operational efficiency.
Advanced Trouble Shooting:
* Conduct in-depth technical analysis and troubleshooting to resolve complex issues efficiently.
* Collaborate with 1st Line Support to provide effective solutions and share knowledge for continuous improvement.
* Take ownership of escalated incidents, ensuring timely resolution and keeping stakeholders informed.
* Implement preventive measures to minimize recurring issues and improve overall system reliability.
* Provide training and guidance to 1st Line Support to enhance their technical skills and issue resolution capabilities.
* Collaborate with cross-functional teams to share insights and contribute to the development of IT support strategies.
Documentation:
* Create and maintain comprehensive documentation for issue resolutions, troubleshooting steps, and best practices.
* Contribute to the knowledge base to empower the support team and streamline future incident resolutions.
Security & Compliance:
* Adhere to security measures and assist in the enforcement of policies to safeguard IT infrastructure.
* Collaborate with the cybersecurity team to ensure compliance with industry standards.
ADDITIONAL CAPABILITIES
Hardware and Software Management:
* Manage the procurement, installation, and maintenance of hardware and software for end-users.
User Training:
* Develop and deliver user training programs to enhance end-user knowledge and promote efficient system usage.
Communication:
* Communicate technical information effectively to both technical and non-technical stakeholders.
* Provide regular updates and reports on the status of escalated incidents and overall support performance.
Preferred Skills:
* Proven experience in a 2nd Line Support role or similar.
* Proficient in Windows operating systems, Microsoft Office Suite, and general desktop support.
* Strong problem-solving skills, technical acumen, and excellent communication abilities.
* Familiarity with ITIL framework.
* Knowledge of Cyber Security best practices.
Technologies:
* Microsoft Windows 10/11 and MacOS clients.
* Microsoft Server 2019/2022 on VMWare ESX.
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