We are seeking an L2/ L3 Engineer to join our expanding team. The L2/L3 Engineer plays a crucial role in providing advanced technical support, troubleshooting complex issues, and ensuring the stability and performance of IT systems. This position also involves collaborating with cross functional teams to implement innovative solutions.
Responsibilities:
- Working across teams and closely with our customers, promote and deliver high quality technical and customer support.
- Provide remote support to clients, solving complex and non-complex problems to minimize system down-time and loss of productivity
- Using support tools to manage and track tickets and customer issues.
- Primary escalation points for Level 1 and Level 2 support staff.
- Responsible for advanced troubleshooting of supported services
- Escalating issues to management as appropriate.
- Manage set-up activities for small to medium scale deployments/projects.
- Complete simple /standard set-up activities for computers, printers, multifunction devices and other ICT systems in line with Service Level Agreements.
- Meeting ticket targets and quality standards; maintaining Service Level Agreements (SLA) on tickets.
- Monitor the performance of systems and assist with the identification of potential issues and propose solutions.
- Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes.
- Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company.
- Research and test new product offerings which may become part of our service offerings.
- Documenting support-related processes and procedures (SOP).
- Ability to think creatively and identify ways to improve efficiencies, reduce complexity and increase security.
Skills/ Requirements:
- Firewalls: FortiGate, SonicWall and other Certifications:
- Relevant
- industry recognized certifications (MS-500, MS-700, MS-900, MS-102, MD-102, AZ-104, AZ-900, SC-200 or recent equivalents)
- Key Skills & Attributes:
- Excellent communication skills – both verbal and written
- Self-management and self-development skills.
- Strong level of technical aptitude and problem-solving skills required.
- Self-motivated with an aptitude for creative problem-solving, along with the flexibility to adapt to new tools and techniques.
- Excellent interpersonal, communication and organizational skills and the ability to multitask are essential.
- Willingness and ability to work in a fast-paced and rapidly changing environment.
- Meticulous attention to detail when documenting job notes and creating documentation, analytical and problem-solving skills
- Strong work ethic, with the ability to work individually and as part of a team.
- Ability to communicate technical information to other technical team members but also to clients who may not have technical knowledge.
- A highly organised individual with the ability to plan and prioritise workloads effectively for maximum impact and adapt around changing priorities as required.
- Experience in automation and advantage (via 3rd party software, PowerShell, etc
