L2 Technical Support Engineer/Administrator – Systems (MS)
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الوصف الوظيفي 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 customer’s 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. المهارات • Multi-disciplinary IT background, in a medium-large infrastructure managed services outsourcing environment • Technical authorization with two or more of the following vendor certifications: o CompTIA IT Fundamentals, A+ and server+ o Microsoft Certified: Azure Foundation (must have) o Microsoft 365 Certified: Fundamentals (must have) o Microsoft 365 Certified: Messaging Administrator Associate (nice to have) o Microsoft Certified: Azure Administrator Associate (must have) o Microsoft 365 Certified: Modern Desktop Administrator Associate (must have) o Microsoft 365 Certified: Enterprise Administrator Expert (nice to have) o Microsoft 365 Certified: Teams Administrator Associate (nice to have) o Red Hat Certified System Administrator (RHCSA) (must have) o Nutanix Certified Associate (nice to have) Experience • At least 3 - 5 years’ experience professional technical experience related to Systems technology managed services environment. • A good understanding of technical support services and E-Hosting Datafort managed service offerings • Thorough experience in Systems products and understanding of industry best practices. • 3+ years of experience managing/deploying Windows/Linux Servers • 3+ years of experience managing/deploying desktop, laptop, and mobile devices. • 3+ years of experience in Hyper-V/VMWare • M365 Administration/Support • Cloud experience in Azure • Good knowledge of Microsoft (AD, Exchange, SCCM, SCOM, and DPM) and Nutanix Technologies • Must have basic datacenter experience (power systems, temperature controls, rack/stack, cabling) • Proven Systems technical and end-user support experience • Troubleshooting and problem experience. • Customer Service and experience working directly with outsourced managed services customer is a must. Skills and knowledge • Knowledge and understanding of managed services industry environment and business needs • Knowledge of Systems technical support capabilities and how the solution needs to be supported • Must have Strong analytical, troubleshooting, and problem-solving skills • Ability to work collaboratively with others and have excellent spoken and written communications skills (verbal and written) • Must have good knowledge of configuration and maintenance of servers, desktops, printers, and mobile devices • Must have good knowledge of server patching, file management, configuration, shared drive management • Understand the concepts of system administration including cloud (Azure/Hyper-V). • Must have a good knowledge of storage and backup systems, specifically Microsoft Data Protection Manager. • Has a good knowledge of Active Directory including M365 end-user support and (TCP/IP, DNS, DHCP, SMTP, HTTPS, VPN). • Has a fair knowledge of Microsoft O365 administration and end-user support. • Must understand and meet Service Level Agreements (SLA) • Should have the ability to work under pressure and should be flexible and able to adapt to a changing environment. Attributes • Ability to persuade, negotiate and influence key stakeholders. • Ability to support and contribute to processes and practices through collaboration and the understanding of business • Ability to manage urgent and Systems tasks simultaneously تفاصيل الوظيفة https://www.bayt.com/ar/uae/jobs/l2-technical-support-engineer-administrator-systems-ms-4374163/ |
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